This report documents the findings and outcomes of Civilla’s partnership with the Missouri Department of Social Services (DSS) to modernize the application and enrollment process for Missouri’s largest safety net programs. The project is part of a larger effort led by DSS to design a faster, simpler, and more efficient experience for participants and DSSfrontline staff.
To set the foundation for a more human-centered enrollment process, Civilla and DSS conducted research with participants and frontline staff to identify the highest priority needs and opportunities for improvement.