Collection Instruments - State & Local Agencies

Enhancing Food Stamps: Food Stamp Modernization Efforts

State Level Survey

Collection Instruments - State & Local Agencies

OMB: 0584-0547

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2011-03-14 - Revision of a currently approved collection

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Enhancing Food Stamp Certification: Food Stamp Modernization Efforts
State Food Stamp Agency Survey
11/13/07

Name of person completing this form:
Title:
Agency:
State:
Telephone:
E-mail:
Fax:
Best days and times to reach you, in case of questions:
This survey is being conducted as part of the U.S. Department of Agriculture’s Food and Nutrition Service
(FNS) study of the range of efforts states are undertaking to enhance food stamp certification and to
modernize the Food Stamp Program (FSP). Your cooperation is needed to make the results of this
survey comprehensive, accurate, and timely. We appreciate your taking the time from your busy
schedules to complete this survey.
FNS broadly defines “food stamp modernization” to encompass changes in four areas: 1) policy; 2)
administrative functions; 3) application of technology; and 4) partnering arrangements with businesses
and nonprofit organizations. State modernization efforts vary widely; examples include consolidation of
local offices, acceptance of electronic and faxed applications, increased outreach activities,
implementation of call centers, use of biometric identification, and implementation of Supplemental
Security Income/Food Stamp Program Combined Application Programs (CAPs).
This survey contains the following sections: (A) Organizational Information; (B) State Context; (C)
Organizational and Operational Changes; (D) Electronic Applications; (E) Technological Innovations; (F)
Call Centers; (G) Outreach; (H) Supplemental Security Income/Food Stamp Program Combined
Application Programs (CAPs); (I) Fingerprint Imaging and Other Biometric Identification; (J) Outcome
Measures; and (K) Concluding Remarks. The web-based survey will automatically guide you through the
appropriate sections based on your responses.
We are only interested in modernization efforts planned or implemented after January 1, 2000. Please
feel free to discuss the contents of this survey with any staff or agencies who may have experience with
your state’s modernization activities.
If you have any questions about the contents or purpose of this survey please contact:
Carolyn O’Brien at (202) 261-5624 or [email protected] or
Robin Koralek at (202) 261-5736 or [email protected]
Thank you very much for taking the time to provide this feedback!
Please return by February 11, 2008.
According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of information unless it
displays a valid OMB control number. The valid OMB control number for this information collection is 0584-XXXX and expires on
XX/XX/XXXX. The time required to complete this information collection is estimated to average 2.5 hours, including the time to
review instructions, search existing data resources, gather the data needed, and complete and review the information collection. If
you have any comments concerning the accuracy of the time estimate or suggestions for improving this form, please write to: U.S.
Department of Agriculture, Food and Nutrition Service, ORNA, Alexandria, VA 22302.

Section A. Organizational Information
A1.

Name of State:

A2.

Name of State Food Stamp Program Director:

A3.

Number of years State Director has been in this position:

A4.

Which programs is your department, bureau, or agency responsible for? Check all that
apply.
a. __ TANF
b. __ Medicaid/medical assistance
c. __ Child Support
d. __ State payments to Supplemental Security Income (SSI) recipients
e. __ State-funded food assistance for noncitizens
f. __ General Assistance
g. __ Job Service/Wagner-Peyser
h. __ Child care
i. __ Energy assistance
j. __ WIC
k. __ WIA
l. __ Other (specify:______________)
m. __ None of the above

A5.

How is your state’s Food Stamp Program administered?
a. __ State-administered
b. __ County-administered

A6.

Which entity is primarily responsible for making decisions about the following Food Stamp
Program policies?
a. Certification rules
state___
region___
county___
local office___

A7.

b. Recertification rules
state___
region___

county___

local office___

c. Reporting rules
state___
region___

county___

local office___

d. Case maintenance/management
state___
region___
county___

local office___

Characterize the level of flexibility that local offices have in determining procedures and
practices for each of the following.
a. Certification procedures
none___
very low___
low___
medium___
high__
very high___
b. Recertification procedures
none___
very low___

low___

medium___

high__

very high___

c. Reporting procedures
none___
very low___

low___

medium___

high__

very high___

d. Case maintenance/management procedures
none___
very low___
low___
medium___

high__

very high___

A8.

A9.

A10.

How many local food stamp offices are there in your state where people can apply for food
stamp benefits?
___________ offices
For which of the following programs are any Food Stamp Program caseworkers also
responsible?
a. __ None (caseload is FSP-only)
b. __ TANF
c. __ Medicaid/medical assistance
d. __ Child Support
e. __ State payments to Supplemental Security Income (SSI) recipients
f. __ State-funded food assistance for noncitizens
g. __ General Assistance
h. __ Job Service/Wagner-Peyser
i. __ WIC
j. __ WIA
k. __ Child care
l. __ Energy assistance
m. __ Other (specify:____________________________)
n. __ Varies by office (explain:_______________)
Which of the programs below are integrated with your state’s computer system for
determining Food Stamp Program eligibility and benefits? Check all that apply.
a. __ TANF
b. __ Medicaid/medical assistance
c. __ Child Support
d. __ State payments to Supplemental Security Income (SSI) recipients
e. __ State-funded food assistance for noncitizens
f.
__ General Assistance
g. __ Job Service/Wagner-Peyser
h. __ WIC
i.
__ WIA
j.
__ Child care
k. __ Energy assistance
l.
__ Other (specify:____________________________)
m. __ None of the above

Section B. State Context
B1.

Characterize how strong a barrier the following issues are in your state.

Issues

Strong
barrier

Somewhat strong
barrier

Weak
barrier

Not a barrier
at all

a. Lack of knowledge or misinformation
about eligibility rules
b. Language barriers
c. Distrust of food stamp office/government
programs
d. Long application
e. Confusing application
f. Amount of documentation or verification
required
g. Amount of time required for the
application process
h. Waiting times at local food stamp offices
i. Perceived poor treatment at local offices
j. Local food stamp office hours of
operation
k. Transportation to local food stamp offices
l. Stigma
m. Other (specify:_______)
B2.

What are the key issues that affect implementation of modernization activities? Check all that
apply.
a.
b.
c.
d.
e.
f.
g.
h.
i.
j.
k.
l.
m.
n.
o.
p.

__ Economic growth
__ Economic downturn
__ State legislation
__ State programs
__ Increase in budget for Food Stamp Program administration
__ Decrease in budget for Food Stamp Program administration
__ Local labor market conditions
__ Union rules and civil service regulations
__ New governor
__ Change in state legislative body
__ New state food stamp administrator(s)
__ New local food stamp office administrator(s)
__ Staff turnover in local food stamp offices
__ Staff caseloads in local food stamp offices
__ Advocates
__ Other (specify: ______________)

Section C. Organizational and Operational Changes
We are interested in organizational and operational changes planned or implemented after January 1,
2000.
C1.

Which of the following major organizational changes have been made or will be made in your
state food stamp agency?

Organizational Change
Merging or consolidation of state-level
agencies

Closing or consolidation of local offices

Transferring of functions or organizational units
from the state food stamp agency to another
governmental entity

Transferring of functions or organizational units
to the state food stamp agency from another
governmental entity

Transferring of functions from the state food
stamp agency to community-based
organizations

Greater sharing of functions with communitybased organizations

Transferring of functions from the state food
stamp agency to private-sector business

Status
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

Organizational Change
Increasing job specialization of the local food
stamp staff

Other (specify: ______________)

If no changes were made or are planned, skip to C6
If changes are in the planning stages only, skip to C6
If all changes were implemented prior to 1/1/2000, Skip to C6
C2.

Were the operational changes prompted by action from any of the following groups? Check all
that apply.
a. __ Governor
b. __ State legislature
c. __ State-level agency administrator(s)
d. __ County or local-level agency administrator(s)
e. __ Advocates
f. __ USDA
g. __ Other (specify: ________________)
h. __ None of the above

C3.

Overall, were positions eliminated as a result of these organizational/administrative changes
a. __ Yes
i. __________ state level jobs (number of FTEs)
ii. __________ local level jobs (number of FTEs)
iii. __________ jobs contracted to private vendors (number of FTEs)
b. __ No
c. __ Don’t know
d. __ Not applicable

C4.

Overall, were positions created as a result of these organizational/administrative changes?
a. __ Yes
i. __________ state level jobs (number of FTEs)
ii. __________ local level jobs (number of FTEs)
iii. __________ jobs contracted to private vendors (number of FTEs)
b. __ No
c. __ Don’t know
d. __ Not applicable

C5.

Why did your state choose to implement each of these organizational changes? Check all that
apply.
Note: electronic survey will prepopulate based on responses to question C1.

Don’t know

Not Applicable

Other (specify: ______)

Reduce administrative
costs

Align with other public
benefits programs

Reduce error rates

Reduce fraud

Improve application
processing time for client

Increase participation of
immigrants

Increase participation of
elderly and/or disabled

Increase participation of
working families

Increase overall program
participation

Improve program access

Simplify process for
workers

Organizational
Change

Decrease staff workload

Reasons for implementation

Merging or
consolidation
of state-level
agencies
Closing or
consolidation
of local offices
Transferring of
functions or
organizational
units from the
state food
stamp agency
to another
governmental
entity
Transferring of
functions or
organizational
units to the
state food
stamp agency
from another
governmental
entity
Transferring of
functions from
the state food
stamp agency
to communitybased
organization
Greater
sharing of
functions with
communitybased
organizations
Transferring of
functions from
the state food
stamp agency
to privatesector
business
Increasing job
specialization
of local food
stamp staff
Other (specify:
____________
_)

Customer Access
C6.

Has your state planned or implemented any of the following activities specifically designed to
improve access to the Food Stamp Program, streamline delivery of services, or provide
improved customer service?

Activities

Create a combined
application for various
social service programs
(specify programs__)

Accept applications by mail

Accept applications by fax

Accept recertifications by
mail

Accept recertifications by
fax

Provide flexible office
hours

Provide out-stationed FSP
workers

Status

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

Geographic
Location

Further
Expansion
Planned

__ Statewide
__ Select Areas

__ Yes
__ No
__ Don’t
know

__ Statewide
__ Select Areas

__ Yes
__ No
__ Don’t
know

__ Statewide
__ Select Areas

__ Yes
__ No
__ Don’t
know

__ Statewide
__ Select Areas

__ Yes
__ No
__ Don’t
know

__ Statewide
__ Select Areas

__ Yes
__ No
__ Don’t
know

__ Statewide
__ Select Areas

__ Yes
__ No
__ Don’t
know

__ Statewide
__ Select Areas

__ Yes
__ No
__ Don’t
know

Activities

Track and follow-up with
applicants

Other (specify:
______________)

Further
Expansion
Planned

Geographic
Location

Status

__ Statewide
__ Select Areas

__ Yes
__ No
__ Don’t
know

__ Statewide
__ Select Areas

__ Yes
__ No
__ Don’t
know

If no activities were planned or implemented to increase customer access, skip to C12
If all activities to increase customer access were implemented prior to 1/1/2000, skip to C12
[Note: the electronic survey will prepopulate based on the responses to C1.]
C7.
Why did your state plan or implement the following customer access activities?

Don’t know

Not Applicable

Other (specify:________)

Reduce administrative costs

Align with other public
benefits programs

Reduce error rates

Reduce fraud

Improve application
processing time for client

Increase participation of
immigrants

Increase participation of
working families

Increase overall program
participation

Improve program access

Simplify process for clients

Simplify process for workers

Decrease staff workload

Increase participation of
elderly and/or disabled

Reasons for implementation

Activities

Create a
combined
application for
various social
service
programs
Accept
applications by
mail
Accept
applications by
fax
Accept
recertifications
by mail
Accept
recertifications
by fax
Provide flexible
office hours
Provide out
stationed FSP
workers

Don’t know

Not Applicable

Other (specify:________)

Reduce administrative costs

Align with other public
benefits programs

Reduce error rates

Reduce fraud

Improve application
processing time for client

Increase participation of
immigrants

Increase participation of
working families

Increase overall program
participation

Improve program access

Simplify process for clients

Simplify process for workers

Decrease staff workload

Increase participation of
elderly and/or disabled

Reasons for implementation

Activities

Track and
follow-up with
applicants
Other (specify:
____________)

[If still in planning stage]
C8.
How is your state planning to measure the effects of these activities? (skip to C13)
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
[If completed or in progress]
C9.
How is your state measuring the effects of these activities?
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
C10.

Overall, in your opinion how have these activities to improve customer access affected the
following outcomes?
Outcomes

Increased

Decreased

Stayed the
same

Don't
know

a. Overall participation
b. Participation of working families
c. Participation of the elderly
d. Participation of the disabled
e. Participation of immigrants
f. Participation of other special population groups
(specify:___________)
g. Administrative costs
h. Customer satisfaction
i. Fraud
j. Error rates
k. Other identifiable effects (specify:
_________________)
10

C11.

Overall, what is your assessment of the activities implemented to improve access?
Strongly
Negative
1__

C12.

Somewhat
negative
2__

Neutral
3__

Somewhat
positive
4__

Strongly
positive
5__

If your state has not implemented activities to improve customer access, how much of a role
did the following concerns play in that decision?

Concerns

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Increased staff workload
b. Increased fraud
c. Increased error rates
d. Increased administrative costs
e. Complicated process for workers
f. Complicated process for clients
g. Reduced customer service
h. Reduced overall participation in program
i. Reduced participation of working families
j. Reduced participation of the elderly
k. Reduced participation of the disabled
l. Reduced participation of immigrants
m. Reduced participation of other population
groups (specify: ______________)
n. Reduced application process timeliness
o. Incompatible with other changes your state
chose to implement
p. Make it harder to align food stamps with
other public benefit programs
q. Would be ineffective
r. Other (specify: ______________)
C13.

Use the space below to provide any additional comments regarding trade-offs, challenges, or
things you would do differently based on your experience with organizational and operational
change. Include lessons learned from earlier or discontinued efforts.
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

Does your state use partners for any of the following activities? Check all that apply.

Other
(specify:_____)

Other Partners
Private Contractors
or Vendors

Energy
Assistance

TANF

Child Support

Medicaid/Medical
assistance

WIA

Other Government Programs

WIC

Faith-based
organizations

Activities

Communitybased
organizations

Nonprofits

National
organizations

C14.

Outreach
Application assistance
Track and follow-up
with applicants
Provide alternative
location to apply for
FSP
Other (specify:
______________)
If no partners are used, skip to C19
C15.

How were these partners recruited and chosen? Check all that apply.
a. __ Prior experience on previous collaborations
b. __ Reputation in community
c. __ Competitive bidding process
d. __ Unsolicited proposal
e. __ Other (specify:_____________________)

C16.

Were partner organization staff (including volunteers) trained to perform these functions?
a. __ Yes
i.
By whom
1.
__ FSP agency staff
2.
__ Partner organization staff
3.
__ Other (specify: _______________)
b. __ No

C17.

What types of agreements does your state have with these partners? Check all that apply.
a. __ Contracts
b. __ Grants
c. __ Memoranda of Understanding (MOUs)
d. __ Memoranda of Agreement (MOAs)
e. __ Oral agreements
f. __ Other (specify: __________________)
g. __ None

C18.

Do the partner organizations receive funding under these agreements?
a. __ Yes, describe: ____________________
b. __ No

Contracting with Outside Entities
Note: questions only asked if respondent indicated above that they are transferring functions to
outside organizations.
C19.

What types of Food Stamp Program intake, eligibility, verification, case management, or
office management functions is your state contracting, in part or wholly, to outside entities?
Check all that apply.
a. __ Outreach and education about FSP
b. __ Prescreening activities
c. __ Application assistance
d. __ Application/document filing (e.g., mail, fax, telephone, internet)
e. __ Tracking and follow-up of applications
f. __ Interpretation/translation
g. __ Out-stationed workers
h. __ Operating call centers
i. __ Providing document imaging services
j. __ Technological support
k. __ Systems design
l. __ Case management
m. __ Other (specify: ________)
n. __ No functions are contracted to outside entities (skip to C22)
o. __ All functions were contracted out prior to 1/1/2000 (skip to C22)

C20. What is the status of the contracting for the following functions?
Note: electronic survey will prepopulate based on responses to question C5.
Functions

Implemented

Planned but
not
implemented

Implemented
as a pilot

Not planned or
implemented

Don’t
know

Not
applicable

Implemented
prior to
1/1/2000

a. Outreach and education
about FSP
b. Prescreening activities
c. Application assistance
d. Application/document
filing (e.g., mail, fax,
e. Tracking and follow-up
of applications
f. Interpretation/translation
g. Out-stationed workers
h. Operating call centers
i. Providing document
imaging services
j. Technological support
k. Systems design
l. Case management
m. Other (specify:
________)

C21.

How much of a role did the following reasons play in your state’s decision to use a
contractor?

Reasons

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Decrease workload for government staff
b. Improve customer satisfaction
c. Improve program access
d. Improve application processing time for
client
e. Reduce expenses
f. Contractor has more appropriate/up-to-date
skills than in-house staff
g. Contractor has familiarity/better rapport
with population to be served
h. Contractor works at more convenient
locations
i. Contractor has the necessary (or better, or
more modern) equipment/technology
j. Decrease fraud
k. Decrease error rates
l. Other (specify:_______)

C22.

If certain functions are not contracted out, how much of a role did the following concerns play
in that decision?

Concerns

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Complicated process for clients
b. Complicated process for workers
c. Reduced customer satisfaction
d. Reduced overall participation in the
program
e. Reduced participation of working families
f. Reduced participation of the elderly
g. Reduced participation of the disabled
h. Reduced participation of immigrants
i. Reduced participation of other population
groups (specify: ______________)
j. Reduced application process timeliness
k. Increased staff workload
l. Increased fraud
m. Increased error rates
14

Large
role

Concerns

Somewhat
large role

Small
role

No role
at all

Not
applicable

n. Increased administrative costs
o. Difficult to program into existing computer
system
p. Incompatibility with other changes the
state chose to implement
q. Harder to align food stamps with other
public benefit programs
r. Exceeds agency’s authority
s. Conflicts with union rules and civil service
regulations
t. Other (specify: ______________)

C23.

Overall, in your opinion how have these administrative or organizational changes affected the
following outcomes?
Outcomes

Increased

Decreased

Stayed the
same

Don't
know

a. Overall participation
b. Participation of working families
c. Participation of the elderly
d. Participation of the disabled
e. Participation of immigrant households
f. Participation of other special population groups
(specify:___________)
g. Administrative costs
h. Customer satisfaction
i. Fraud
j. Error rates
k. Other identifiable effects (specify:
_________________)
C24.

Overall, what is your assessment of the FSP administrative/organizational changes
implemented in your state?

Strongly
Negative
1__

Somewhat
negative
2__

Neutral
3__

Somewhat
positive
4__

Strongly
positive
5__

C25.

Section D. Electronic Applications
We are interested in electronic applications planned or implemented after January 1, 2000.
D1.

Has your state implemented electronic applications for the Food Stamp Program?
a. __ Implemented
b. __ Planned but not implemented (skip to D9)
c. __ Not planned or implemented (skip to D13)
d. __ Implemented prior to 1/1/2000 (skip to Section E)
e. __ Don’t know (skip to H1)

D2.

What date was the electronic application implemented?
_______________ (month/year)

D3.

Is the electronic application available online to the public (anyone with an Internet connection
can access the site)?
a. __ Yes
b. __ No (specify who has access:_____)

D4.

Are electronic applications available statewide, or only in selected areas of your state?
a. __ Statewide
b. __ Selected areas of your state
i. Is this a pilot test or demonstration?
__ Yes
__ No
ii. Is further expansion already planned?
__ Yes
__ No

D5.

Which of the following functions of electronic applications have been implemented? Choose
all that apply.

Function
a. May complete an online application,
but a paper copy must be printed and
submitted to FSP office manually

b. May complete an online application
that may be submitted electronically to
the FSP office, but an original signature
is required

c. May complete an online application
that may be submitted electronically
with an “e-signature”

Function
d. May apply online for multiple
assistance programs (not only food
stamps) within the same website but
must fill out multiple applications
List other programs: ____________

e. May apply online for multiple
assistance programs (not only food
stamps) with one application
List other programs: ___________

f. May check status of application online

g. Other (specify: ______________)

Status
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

D6.

On average, how long does it take a client to complete an online application?
______________ (number of minutes)
___ Don’t know

D7.

During the month of November 2007, what proportion of applications were submitted:
a. __ electronically to the FSP office, but an original signature was required?
________ percent
__ Don’t know
b. __ electronically with an “e-signature?”
________ percent
__ Don’t know

D8.

How much of a role did the following reasons play in your state’s decision to implement
electronic applications?
Reasons

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Decrease workload for government staff
b. Simplify process for workers
c. Improve customer service
d. Improve program access
e. Increase overall program participation
f. Increase participation of working families
g. Increase participation of the disabled
h. Increase participation of the elderly
i. Increase participation of immigrants
j. Increase participation of other population
groups (specify: ______________)
k. Improve application processing time
l. Align with other public benefits programs
m. Reduce administrative costs
n. Decrease fraud
o. Decrease error rates
p. Other (specify: ______________)

[If still in planning stage]
D9.
How is your state planning to measure the effects of electronic applications? (skip to D14)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
_________________________________________________________________________
[If completed or in progress ]
D10. How is your state measuring the effects of electronic applications?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
_________________________________________________________________________

D11.

In your opinion, how have electronic applications affected the following outcomes?
Outcomes

Increased

Decreased

Stayed the
same

Don't
know

Overall, what is your assessment of the implemented electronic applications?

Strongly
Negative
1__
D13.

Somewhat
negative
2__

Neutral
3__

Somewhat
positive
4__

Strongly
positive
5__

If your state has not implemented an electronic application, how much of a role did the
following concerns play in that decision?

Concerns

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Increased staff workload
b. Complicated process for workers
c. Complicated process for clients
d. Reduced customer service
e. Reduced overall participation in the
program
f. Reduced participation of working families
g. Reduced participation of the elderly
h. Reduced participation of immigrants
i. Reduced participation of the disabled
j. Reduced participation of other population
groups (specify: ______________)
k. Reduced application process timeliness
l. Incompatible with other changes your state
chose to implement
m. Difficult to program into existing computer
system
19

Concerns

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

n. Harder to align food stamps with other
public benefits programs
o. Increased fraud
p. Increased error rates
q. Increased administrative costs
r. Other (specify: ______________)

D14.

Use the space below to provide any additional comments regarding trade-offs, challenges, or
things you would do differently based on your experience with electronic applications. Include
lessons learned from earlier or discontinued efforts.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

Section E. Technological Innovations
We are interested in technological innovations planned or implemented after January 1, 2000.
E1.

Has your state planned or implemented any of the following technologies to make changes in
the certification/recertification process? If so, what is the status of the policy implementation?
Check all that apply.

Technological Innovation

Status

Geographic Location

Computer system upgrades/modifications:
Integrate the FSP MIS with other
programs’ systems

Create online policy manuals

Make modifications to enable workers
to telecommute

Create electronic case files

Other (specify:______)

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned
__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned
__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned
__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

Document management:
Implement document
imaging/paperless systems

Other (specify:______)

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

Information sharing:
21

Technological Innovation
Implement data brokering/sharing
with other benefits systems

Other (specify:______)

Application access and submission:
Establish kiosks for prescreening or
application tools in local offices and/or
in the community

Process applications at call center

Allow clients to check account history
or benefit status online

Other (specify:______)

Reporting changes:
Accept faxed changes

Accept changes at call center

Status

Geographic Location

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

Technological Innovation

Status

Geographic Location

Accept changes by Automated
Speech Recognition Systems (ASR)
or Automated Response Units (ARU)

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

Accept changes through online tool

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

Other (specify:______)

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

Recertification:
Recertify clients at call centers

Recertify by telephone using
automated speech recognition
system (ASR) or Automated
Response Units (ARU)

Other (specify:______)

Expanded EBT uses:
Establish wireless point of service
systems

Develop online grocery ordering

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned
__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

Technological Innovation

Status

Geographic Location

Accept EBT at Farmer’s Markets

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

__ Statewide
__ Selected areas of your
state
__ Further expansion is
planned

If technological innovations are in the planning stages only, skip to E7
If no technological innovations were implemented or planned, skip to E14
If all technological innovations were implemented prior to 1/1/2000, skip to Section F
E2.

During the month of November 2007, what proportion of clients used each of these
technologies? [will be prepopulated based on response to initial technology question]
_______ percent
___ Don’t know

E3.

Why did your state begin using this technology?
Note: table in electronic survey will prepopulate based on previous responses..

Don’t know

Not applicable

Other (specify:________)

Reduce administrative costs

Align with other public
benefits programs

Reduce error rates

Reduce fraud

Improve application
processing time for client

Increase participation of
immigrants

Increase participation of
elderly and/or disabled

Increase participation of
working families

Increase overall program
participation

Improve program access

Simplify process for clients

Simplify process for workers

Technological
Innovation

Decrease staff workload

Reasons for implementation

Integrate the FSP MIS
with other program
systems
Create online policy
manuals
Make modifications to
enable workers to
telecommute
Create an automated
case management
system
Implement document
imaging/paperless
systems
Implement data
brokering/sharing with
other benefits systems

Don’t know

Not applicable

Other (specify:________)

Reduce administrative costs

Align with other public
benefits programs

Reduce error rates

Reduce fraud

Improve application
processing time for client

Increase participation of
immigrants

Increase participation of
elderly and/or disabled

Increase participation of
working families

Increase overall program
participation

Improve program access

Simplify process for clients

Simplify process for workers

Technological
Innovation

Decrease staff workload

Reasons for implementation

Establish kiosks for
prescreening or
application tools in local
offices and/or in the
community
Process applications at
call center
Allow clients to check
account history or
benefit status online
Accept faxed changes
Accept changes at call
center
Accept changes by
Automated Speech
Recognition Systems
(ASR) or Automated
Response Units (ARU)
Accept changes through
online tool
Recertify clients at call
centers
Recertify clients by
telephone using
automated speech
recognition system
(ASR) or Automated
Response Units (ARU)
Establish wireless point
of service systems
Develop online grocery
ordering
Accept EBT at Farmer’s
Markets
Other (specify:______)

E4.

Were contractors used to implement any of these technology changes?
a. __ Yes
b. __ No

E5.

If contractors were used, what functions were contracted out? Check all that apply.
a. __ Needs assessment
b. __ Design
c. __ Selection and installation of hardware
d. __ Selection and installation of software
e. __ System programming
f. __ Training
g. __ System maintenance and support
h. __ Data management
i. __ Call center operations
j. __ Document imaging operations
k. __ Other (specify: ______________________)

[If still in planning stage]
E6.
How will your state measure the effects of the technology? (skip to E15)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
[If completed or in progress]
E7.
Was training provided to food stamp agency staff on the new technology?
a. __ Yes
-By whom?
i.
__ FSP agency staff
ii.
__ Partner agency staff
iii.
__ Other (specify: __________)
b. __ No
E8.

Was training provided to partner agency staff?
a. __ Yes
-By whom?
i.
__ FSP agency staff
ii.
__ Partner agency staff
iii.
__ Other (specify: __________)
b. __ No

E9.

Was training provided to volunteers?
a. __ Yes
-By whom?
i.
__ FSP agency staff
ii.
__ Partner agency staff
iii.
__ Other (specify: __________)
b. __ No

E10.

How is your state measuring the effects of each of these technologies?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

E11.

Overall, in your opinion how have the technological changes affected the following
outcomes?
Outcomes

Increased

Decreased

Stayed the
same

Don't
know

a. Overall participation
b. Participation of working families
c. Participation of the elderly
d. Participation of the disabled
e. Participation of immigrants
f. Participation of other special population groups
(specify:___________)
g. Administrative costs
h. Customer satisfaction
i. Fraud
J. Error rates
k. Other identifiable effects (specify:
_________________)
E12.

Overall, what is your assessment of the technological changes implemented?
Strongly
Negative
1__

E13.

Somewhat
negative
2__

Neutral
3__

Somewhat
positive
4__

Strongly
positive
5__

If your state has not implemented new technologies, how much of a role did the following
concerns play in that decision?

Concerns

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

Concerns

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

j. Reduced participation of the elderly
k. Reduced participation of the disabled
l. Reduced participation of immigrants
m. Reduced participation of other population
groups (specify: ______________)
n. Reduced application process timeliness
o. Incompatible with other changes your state
chose to implement
p. Harder to align food stamps with TANF
q. Harder to align food stamps with Medicaid
r. Other (specify: ______________)

E14.

Use the space below to provide any additional comments regarding trade-offs, challenges, or
things you would do differently based on your experience with technological innovations.
Include lessons learned from earlier or discontinued efforts.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

Section F. Call Centers
We are interested in call centers planned or implemented after January 1, 2000.
F1.

Has your state planned or implemented call center operations for the Food Stamp Program?
a. __ Implemented
b. __ Planned but not implemented (skip to F11)
c. __ Not planned or implemented (skip to F15)
d. __ Implemented prior to 1/1/2000 (skip to Section G)
e. __ Don’t know (skip to Section G)

F2.

What date was the call center implemented?
_____________________

F3.

Are call centers available to all clients statewide, or only to clients in selected areas of your
state?
a. __ Statewide
b. __ Selected areas of your state
i. Is this a pilot test or demonstration?
__ Yes
__ No
ii. Is further expansion already planned?
__ Yes
__ No

F4.

Where are call centers located? (Check all that apply)
a. __ In your state
b. __ In other state(s)
c. __ In other country (countries)

F5.

How are the call centers organized?
a. __ One center serves your entire state
b. __ Multiple call centers, each serving one or more counties
c. __ Multiple call centers, each serving a single county
d. __ Other (specify:______)

F6.

Is the management and staffing of the call center contracted to an outside entity?
a. __ Yes (describe the functions that are
contracted:______________________________________________________________
______________________________________________________________________)
b. __ No

F7.

What are the functions of the call centers? Check all that apply.
a. __ Change reporting
b. __ Initial application interview/certification
c. __ Recertification
d. __ Alert processing
e. __ Answer general questions
f. __ Schedule appointments
g. __ Provide information about case
h. __ Application assistance
i. __ Return client calls
j. __ Other (specify:_______________)

F8. What was the average number of calls your call center received during the month of November
2007?
_________________ # of calls
__ Don’t know

F9.

Of the calls received during the month of November 2007, what proportion of the calls:
were interviews with new applicants

were recertification interviews with current
recipients
were clients reporting changes

were clients asking general questions

were clients asking for information about their
cases (including status)

F10.

____ %
__ Don’t know
___ Not applicable
____ %
__ Don’t know
___ Not applicable
____ %
__ Don’t know
___ Not applicable
____ %
__ Don’t know
___ Not applicable
____ %
__ Don’t know
___ Not applicable

How much of a role did the following reasons play in your state’s decision to use call centers?
Reasons

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Decrease workload for government staff
b. Simplify process for workers
c. Improve customer service
d. Improve program access
e. Increase overall program participation
f. Increase participation of working families
g. Increase participation of the disabled
h. Increase participation of the elderly
i. Increase participation of immigrants
j. Increase participation of other population
groups (specify: ______________)
k. Improve application process timing
l. Align with other public benefits programs
m. Reduce administrative costs
n. Decrease fraud
o. Decrease error rates
p. Other (specify: ______________)

[If still in planning stage]
F11.
How will your state measure the effects of using call centers? (skip to F16)
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
[If completed or in progress]
F12.
How is your state measuring the effects of using call centers?
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
F13.

Overall, in your opinion how has using call centers affected the following outcomes?
Stayed the
Outcomes
Increased Decreased
same
a. Overall participation

Don't
know

b. Participation of working families
c. Participation of the elderly
d. Participation of the disabled
e. Participation of immigrant
f. Participation of other special population groups
(specify:___________)
g. Administrative costs
h. Customer satisfaction
i. Fraud
j. Error rates
k. Other identifiable effects (specify:
_________________)
F14.

Overall, what is your assessment of the implemented call centers?

Strongly
Negative
1__

Somewhat
negative
2__

Neutral
3__

Somewhat
positive
4__

Strongly
positive
5__

F15.

If your state has not created a call center, how much of a role did the following concerns play
in that decision?

Concerns

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Increased staff workload
b. Complicated process for workers
c. Complicated process for clients
d. Reduced customer service
e. Reduced overall participation in the
program
f. Reduced participation of working families
g. Reduced participation of the elderly
h. Reduced participation of the disabled
i. Reduced participation of immigrants
j. Reduced participation of other population
groups (specify: ______________)
k. Reduced application process timeliness
l. Incompatible with other changes your state
chose to implement
m. Harder to align food stamps with TANF
n. Harder to align food stamps with Medicaid
o. Increased fraud
p. Increased error rates
q. Increased administrative costs
r. Conflicts with union rules and civil service
regulations
s. Other (specify: ______________)

F16.

Use the space below to provide any additional comments regarding trade-offs, challenges, or
things you would do differently based on your experience with call centers. Include lessons
learned from earlier or discontinued efforts.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

Section G. Outreach
We are interested in outreach activities planned or implemented after January 1, 2000.
G1.

Has your state been involved in any of the following outreach activities to increase Food
Stamp Program participation? Include only those activities that FSP staff participated in
directly or those funded, at least in part, by state dollars.

Outreach Activity
Development of flyers, posters or
other educational/informational
materials

Distribution of flyers, posters or other
educational/informational materials
Specify location:
______________________________
(e.g., food banks, grocery stores,
WIC programs, public housing,
unemployment offices)
Development of informational
websites

Development of toll-free informational
hotlines

Media campaign (e.g., TV, radio,
newspaper, ads on buses/bus
shelters)

Direct mail campaign

Door-to-door outreach campaigns

Status

Geographic
Location

__ Statewide
__Select Areas

__ Statewide

__ Statewide
__Select Areas

Outreach Activity
In-person outreach presentations at
community sites

Off-site application assistance or
prescreening

Other (specify: ______________)

Geographic
Location

__ Statewide
__Select Areas

If outreach activities are in the planning stages only, skip to G7
If no outreach activities were planned or implemented, skip to G11
If all outreach activities were implemented prior to 1/1/2000, skip to Section E
G2.

How much of a role did the following reasons play in your state’s decision to implement these
outreach activities?
Reasons

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Simply process for workers
b. Simplify process for clients
c. Improve customer service
d. Improve program access
e. Increase overall program participation
f. Increase participation of the elderly
g. Increase participation of the disabled
h. Increase participation of immigrants
i. Increase participation of working families
j. Increase participation of other population
groups (specify: ______)
k. Improved application process time
l. Other (specify: ______________)

G3.

Were any of the outreach activities implemented through partnerships with non-profit
organizations, other government programs, or other for-profit organizations?
a. __ Yes
b. __ No

Other (specify:_____)

For-profit organization

Child Support

Medicaid/medical
assistance

TANF

WIC

National
organizations

Outreach Activity

Faith-based
organizations

Please indicate which type of partners participated in each type of outreach activity. Check all
that apply.
Non-profits
Other Government
Programs
Community-based
organizations

G4.

Development of flyers, posters
or other
educational/informational
materials
Distribution of flyers, posters or
other educational/informational
materials
Specify location:
________________________
(e.g., food banks, grocery
stores, WIC programs, public
housing, unemployment
offices)
Development of informational
websites
Development of toll-free
informational hotlines
Media campaign (e.g., TV,
radio, newspaper, ads on
buses/bus shelters)
Direct mail campaign
Door-to-door outreach
campaigns
In-person outreach
presentations at community
sites
Off-site application assistance
or prescreening
Other (specify:
______________)
G5.

How were these partners recruited and selected?
a. __ Prior experience on previous collaborations
b. __ Reputation in community
c. __ Competitive bidding process
d. __ Unsolicited proposal
e. __ Other (specify:_____________________)

G6.

Did your state provide partners with any equipment, computer hardware, or computer
software?
a. __ Yes (specify:_________)
b. __ No

[If still in planning stage]
G7.
How is your state planning to measure the effects of the outreach activities? (skip to G12)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
[If completed or in progress]
G8.
How is your state measuring the effects of the outreach activities?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
G9.

Overall, in your opinion how have these outreach activities affected the following outcomes?
Outcomes

Increased

Decreased

Stayed the
same

Don't
know

Overall, what is your assessment of the outreach efforts implemented?
Strongly
Negative
1__

Somewhat
negative
2_

Neutral
3__

Somewhat
positive
4__

Strongly
positive
5__

G11.

If your state has not implemented formal outreach activities, how much of a role did the
following concerns play in that decision?

Concerns

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Increased staff workload
b. Complicated process for workers
c. Complicated process for clients
d. Reduced customer service
e. Reduced application process timeliness
f. Incompatible with other changes your
state chose to implement
g. Increased fraud
h. Increased error rates
i. Increased administrative costs
j. Would be ineffective
k. Other (specify: ______________)
G12.

Use the space below to provide any additional comments regarding trade-offs, challenges, or
things you would do differently based on your experience with outreach activities. Include
lessons learned from earlier or discontinued efforts.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

Section H. Supplemental Security Income/Food Stamp Program Combined
Application Programs (CAPs)
H1.

H2.

H3.

Has your state planned or implemented a Combined Application Project (CAP) for persons
eligible for both Supplemental Security Income and the Food Stamp Program?
a. __ Implemented
b. __ Not authorized by FNS (skip to H11)
c. __ Planned but not implemented (skip to H7)
d. __ Not planned or implemented (skip to H11)
e. __ Implemented prior to 1/1/2000 (skip to Section I)
f. __ Don’t know (skip to Section I)
When was the CAP program implemented?
_________(month/year)
Does the Combined Application Project operate statewide, or only in selected areas of your
state?
a. __ Statewide
i.
Who operates the CAP for your state?
a. __State FSP agency
b. __ A division in each local food stamp office
c. __ A division in one local food stamp office
d. __ Divisions in a few local food stamp offices
e. __ Other: (Specify: ___________________)
b. __ Selected areas of your state
i.
Is this a pilot test or demonstration?
__ Yes
__ No
ii.
__ Yes

H4.

Is further expansion already planned?
__ No

Which of the following statements apply to your state’s Combined Application Project?
Only SSI recipients who prepare food alone are
eligible

Yes____

No___

Couples are eligible

Yes____

No___

CAP participants must be 65 or older

Yes____

No___

SSI recipients with earned income are eligible

Yes____

No___

SSI recipients are automatically certified as eligible for
Food Stamps using data from the Social Security
Administration

Yes____

No____

Benefit amounts are standardized

Yes____

No____

Benefit amounts are higher for CAP recipients

Yes____

No____

Shelter expenses are standardized

Yes____

No____

New SSI recipients are enrolled in CAP

Yes____

No____

H5.
a.
b.
c.
d.
e.
f.
g.
H6.

There is no face-to-face interaction with CAP
recipients (all contact is by phone and/or mail)

Yes____

No____

Outreach to SSI recipients not receiving food stamps
is conducted

Yes____

No____

Households currently receiving both SSI and food
stamps are converted to the CAP

Yes____

No____

CAP recipients have 3-year recertification periods

Yes____

No____

CAP cases are not included in your state’s error rates
calculations

Yes____

No____

Which of the following technologies are used only in conjunction with your CAP and are not
available to the larger FSP caseload? Check all that apply:
__ Integration with other computer systems across programs
__ Call center
__ On-line application
__ On-line prescreening tools
__ Document imaging
__ Other (specify:______________)
__ None of the above
How much of a role did the following reasons play in your decision to implement a CAP?
Reasons

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Decrease workload for government staff
b. Simplify process for workers
c. Improve customer service
d. Improve program access
e. Increase overall program participation
f. Increase participation of the elderly
g. Increase participation of the disabled
h. Increase participation of immigrants
i. Increase participation of other population
groups (specify: ______________)
j. Improve application process timing
k. Align with other public benefits programs
l. Reduce administrative costs
m. Decrease fraud
n. Decrease error rates
o. Other (specify: ______________)

[If still in planning stage]
H7.
How is your state planning to measure the effects of the CAP? (skip to H12)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
_________________________________________________________________________
[If completed or in progress ]
H8.
How is your state measuring the effects of the CAP?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
_________________________________________________________________________
H9.

In your opinion, how has the Combined Application Project affected the following outcomes?
Outcomes

Increased

Decreased

Stayed the
same

Don't
know

a. Overall participation
b. Participation of the elderly
c. Participation of the disabled
d. Participation of immigrants
e. Participation of other special population groups
(specify:___________)
f. Administrative costs
g. Customer satisfaction
h. Fraud
i. Error rates
j. Other identifiable effects (specify:
_________________)
H10.

Overall, what is your assessment of the implemented Combined Application Project?
Strongly
Negative
1__

Somewhat
negative
2__

Neutral
3__

Somewhat
positive
4__

Strongly
positive
5__

H11.

If your state has not implemented a CAP program, how much of a role did the following
concerns play in that decision?
Concerns

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Increased staff workload
b. Reduced customer service
c. Reduce overall participation in program
d. Reduce participation of other
populations (specify:________)
e. Reduced application process timeliness
f. Increased error rates
g. Increased administrative costs
h. Incompatible with other changes your
state chose to implement
i. Difficult to program into existing
computer system(s)
j. Other (specify: ______________)
H12.

Use the space below to provide any additional comments regarding trade-offs, challenges, or
things you would do differently based on your experience with the CAP. Include lessons
learned from earlier or discontinued efforts.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

Section I. Fingerprint Imaging and Other Biometric Identification Methods
We are interested in fingerprint imaging and other biometric identification methods planned or
implemented after January 1, 2000.
I1.

Which of the following biometric identification methods has your state implemented or
planned?

Biometric Identification Method

Status

Geographic Location

Fingerprint imaging

__ Implemented
__ Statewide
__ Implemented as a pilot
__Select Areas
__ Planned but not implemented
__Counties
__ Not planned or implemented
__ Cities
__ Implemented prior to 1/1/2000
__ Districts
__ Don’t know
Facial Recognition
__ Implemented
__ Statewide
__ Implemented as a pilot
__Select Areas
__ Planned but not implemented
__Counties
__ Not planned or implemented
__ Cities
__ Implemented prior to 1/1/2000
__ Districts
__ Don’t know
Retinal Scanning
__ Implemented
__ Statewide
__ Implemented as a pilot
__Select Areas
__ Planned but not implemented
__Counties
__ Not planned or implemented
__ Cities
__ Implemented prior to 1/1/2000
__ Districts
__ Don’t know
Other (specify: ______________) __ Implemented
__ Statewide
__ Implemented as a pilot
__Select Areas
__ Planned but not implemented
__Counties
__ Not planned or implemented
__ Cities
__ Implemented prior to 1/1/2000
__ Districts
__ Don’t know
If no biometric identification methods were planned or implemented, skip to I9
If all biometric identification methods were implemented prior to 1/1/2000, skip to Section J
I2.

How much of a role did the following reasons play in your state’s decision to use biometric
identification?
Reasons

Large
role

Somewhat large
role

Small
role

No role at
all

Not
applicable

a. Decrease workload for
government staff
b. Simplify process for workers
c. Simplify process for clients
d. Improve customer service
e. Align with other public benefits
programs
f. Decrease fraud
g. Decrease error rates
h. Other (specify:
______________)
42

[if still in planning stage]
I3.
How will your state measure the effects of biometric identification? (skip to I10)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
[If completed or in progress ]
I4.
During the month of November 2007, what proportion of new applicants underwent
biometric identification?
______________ percent
__ Don’t know
I5.

During the month of November 2007, what proportion of your established food stamp
caseload underwent biometric identification at recertification?
______________ percent
__ Don’t know

I6.

How is your state measuring the effects of biometric identification?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

I7.

In your opinion, how has biometric identification affected the following outcomes?
Outcomes

Increased

Decreased

Stayed the
same

Don't
know

Overall, what is your assessment of the biometric identification methods implemented?
Strongly
Negative
1__

Somewhat
negative
2__

Neutral
3__

Somewhat
positive
4__

Strongly
positive
5__

I9.

If your state has not implemented biometric identification methods, how much of a role did
the following concerns play in that decision?

Concerns

Large
role

Somewhat
large role

Small
role

No role
at all

Not
applicable

a. Increased staff workload
b. Complicated process for workers
c. Complicated process for clients
d. Reduced customer service
e. Reduced overall participation in the
program
f. Reduced participation of working families
g. Reduced participation of the elderly
h. Reduced participation of the disabled
i. Reduced participation of immigrants
j. Reduced participation of other population
groups (specify: ______________)
k. Reduced application process timeliness
l. Incompatible with other changes your state
chose to implement
m. Increased fraud
n. Increased error rates
o. Increased administrative costs
p. Other (specify: ______________)

I10.

Use the space below to provide any additional comments regarding trade-offs, challenges, or
things you would do differently based on your experience with biometric identification
methods. Include lessons learned from earlier or discontinued efforts.
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

Section J. Outcome Measures
We understand that your state submits much of the following data to FNS. For this section, we are
interested in what data your state keeps at the county or regional level.
J1.

Does your state collect any of the following additional data by county or region within the
state?

Data element

By County/Local
Office
Yes
No

By Region
Yes

Number of participating households
Number of participating individuals
Number of participants by demographic
group
Total benefits
Administrative costs
Number of initial applications
Initial applications approved
Initial applications denied
Reason for application denial
Initial applications overdue
Number of recertifications
Recertifications approved
Recertifications denied
Recertifications overdue
Timeliness of processing initial applications
Timeliness of processing recertifications
Use of expedited service
Use of an authorized representative
Other (specify: ________________)

J2.

What statewide Food Stamp Program data, in addition to data submitted to FNS, does your
state collect?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

J3.

Use the space below to provide any additional comments.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

Section K. Concluding Questions
We are interested in modernization efforts planned or implemented after January 1, 2000.
K1.

On balance, what has been the impact of your state’s food stamp modernization efforts on:
a. Clients’ access to the Food Stamp Program?
Strongly
Somewhat
Neutral
Somewhat
Negative negative
positive
1__
2__
3__
4__

Strongly
positive
5__

Don’t
know
6__

b. Fraud?
Strongly
Somewhat
Negative negative
1__
2__

Somewhat
positive
4__

Strongly
positive
5__

Don’t
know
6__

Somewhat
positive
4__

Strongly
positive
5__

Don’t
know
6__

d. Administrative cost savings?
Strongly
Somewhat
Neutral
Negative negative
1__
2__
3__

Somewhat
positive
4__

Strongly
positive
5__

Don’t
know
6__

e. Customer satisfaction?
Strongly
Somewhat
Neutral
Negative negative
1__
2__
3__

Somewhat
positive
4__

Strongly
positive
5__

Don’t
know
6__

c. Error rates?
Strongly
Somewhat
Negative negative
1__
2__

K2.

Neutral
3__

What have been your greatest challenges as your state has planned for and implemented
modernization efforts? Rate your level of challenge for each of the following.

Issues

Very
challenging

Somewhat
challenging

Not too
challenging

Not
challenging
at all

Not
applicable

a. Limited financial resources/cost
b. Unanticipated costs/controlling
costs
c. Maintaining schedule/meeting
deadlines
d. Limited time for roll-out
(planning, testing, and training
staff)/unrealistic timeline
e. Competing priorities
f. Limited or decreased staff
resources
g. Reorganizing/restructuring local
office staff
h. Hiring staff
i. Training staff
j. Union rules and civil service
regulations
46

Issues

Very
challenging

Somewhat
challenging

Not too
challenging

Not
challenging
at all

Not
applicable

k. Staff resistance
l. Limited support from
administrators/lack of leadership
m. Limited project/contract
oversight
n. Working with
vendors/contractors
o. Not enough buy-in from
community based organizations
p. Technical problems
q. Upgrading legacy/existing
computer systems
r. Obtaining waiver approval
s. Controlling error rates
t. Controlling fraud
u. Maintaining client access
v. Other (specify:
______________)
K3.

What have been your greatest successes as your state has planned and implemented
modernization efforts? Rate your level of success for each of the following.

Issues

Very
successful

Somewhat
successful

Not too
successful

Not
successful
at all

Too
soon to
tell

Not
applicable

a. Increased overall
participation
b. Increased participation of
working families
c. Increased participation of the
elderly
d. Increased participation of the
disabled
e. Increased participation of
immigrants
f. Increased participation of
other special populations
(specify:_________)
g. Decreased error rates
h. Increased administrative
savings
i. Decreased staff workload
j. Increased customer
satisfaction
k. Increased staff satisfaction
l. Decreased application
processing time
47

Very
successful

Issues

Somewhat
successful

Not too
successful

Not
successful
at all

Too
soon to
tell

Not
applicable

m. Reduced staff turnover
n. Other (specify:
______________________
_____________________)
K4.

What are the three most important lessons you have learned from your modernization
efforts?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

K5.

What laws or regulations affecting Food Stamp Program modernization would you change
and why?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

K6.

Use the space below to provide any additional comments or suggestions you have on the
modernization of the Food Stamp Program.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

Thank you for completing this survey!

File Type	application/pdf
File Title	11 13 07 OMB package.pdf
Author	dwolfgang
File Modified	2007-11-14
File Created	2007-11-14