Harnessing Technology to Streamline Enrollment

A man sitting at a desk using a computer.

This report from Maximizing Enrollment, a RWJF-supported effort led by National Academy for State Health Policy, shares lessons learned from eight state grantees’ (Alabama, Illinois, Louisiana, Massachusetts, New York, Utah, Virginia, and Wisconsin), who are adopting and piloting the use of technology to help enroll eligible people in insurance programs.

The strategies may help other states implement the Affordable Care Act (ACA) and improve future enrollment efforts. The authors share best practices in simplifying enrollment and renewal processes that could offer new models for others—including online Medicaid/CHIP applications with chat support, self-service kiosks in rural areas, IT training for staff, and others.

Key Findings

  • Each pilot state successfully used technology to simplify and make the insurance enrollment and renewal process more efficient.

  • Technology improved the states' ability to communicate with consumers about their application, renewal, or case status.

  • States used technology to improve and streamline eligibility processes.

  • States created new and more modern ways of managing their workflow with the new technology rather than incorporating old processes into an electronic environment.

About the Program

Since 2009, states participating in the Maximizing Enrollment program have worked to streamline eligibility and enrollment systems for children and those eligible for coverage in 2014. These states’ use of technology to simplify the application and renewal process; communicate with consumers to help them enroll; and modify existing agency structures and worker roles and responsibilities have paved the way for many ACA provisions.