Collection Instruments - State & Local Agencies

Enhancing Food Stamp Certification: Food Stamp Modernization Efforts
Local Food Stamp Agency Survey
11/13/07
Name of person completing this form:
Title:
Agency:
County/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). A separate survey is
being sent to state Food Stamp Program Directors. For local agencies, we are particularly interested in
learning how any of these efforts have affected local agency workers and customers.
This survey contains the following sections: (A) Organizational Information; (B) Local 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 March 1, 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.

1

Section A. Organizational Information
A1.

Name of County or local jurisdiction:

A2.

Name of County/local Director:

A3.

Number of years County/local 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 immigrants
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.

For which of the following programs are any of your Food Stamp Program caseworkers also
responsible? 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 (caseload is FSP-only)

2

A6.

Please check the programs below that are integrated with your county/local Food Stamp
Program eligibility/benefit determination computer system. Check all that apply.
a. __ TANF
b. __ Medicaid/medical assistance
c. __ Child Support
d. __ State-funded Food Assistance for Immigrants
e. __ State General Assistance
f. __ Supplemental Security Income (SSI)
g. __ Job Service/Wagner Peyser
h. __ Child care
i. __ Energy assistance
j. __ WIC
k. __ WIA
l. __ Other (specify:____________________________)
m. __ None of the above

A7.

How many local food stamp offices are there in your county/local jurisdiction where people
can apply for food stamp benefits?
____________ local food stamp offices

A8.

How many food stamp workers in your county/local jurisdiction are outstationed to other
locations in the community where people can apply for food stamp benefits?
__________ outstationed food stamp workers

3

Section B. Local Context
B1.

Characterize how strong a barrier the following issues are in your county/local jurisdiction.
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/confusing application
e. Amount of documentation or verification
required
f. Amount of time required for the application
process
g. Waiting times at local food stamp offices
h. Perceived poor treatment at local offices
i. Local food stamp office hours of operation
j. Transportation to local food stamp offices
k. Stigma
l. Other (specify: ______________________
_____________________)
B2.

What are the key issues that affect implementation of modernization activities in your local
area? 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: ______________)

4

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
county/local food stamp agency?

Organizational Change
Merging or consolidation of county/local level
agencies

Closing or consolidation of local offices

Transferring of functions or organizational units
from the county/local food stamp agency to
another governmental entity

Transferring of functions or organizational units
to the county/local 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 county/local
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

5

Organizational Change

Status

Increasing job specialization of the county/local
food stamp staff

__ 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

Other (specify: ______________________
_____________________)

If no changes were made or are planned, skip to C11
If changes are in the planning stages only, skip to C10
If all changes were implemented prior to 1/1/2000, skip to C11
C2.

Overall, were positions eliminated as a result of these organizational/administrative
changes?
a. __ Yes
__________ county/local level jobs (number of FTEs)
b. __ No
c. __ Don’t know

C3.

Overall, were positions created as a result of these organizational/administrative changes?
a. __ Yes
__________ county/local level jobs (number of FTEs)
b. __ No
c. __ Don’t know

C4.

Was training provided for county-level staff that assumed new responsibilities as a result of
these organizational/administrative changes?
a. __ Yes
i. By whom?
1. __ State FSP agency staff
2. __ County/local FSP agency staff
3. __ Partner agency/contractor staff
4. __ Other (specify: __________)
b. __ No
c. __ Don’t know

C5.

For each of the organizational changes noted above, which of the following steps of the
certification/recertification process have been changed? (Note: Certification refers to the final
determination of program eligibility)
Note: electronic survey will prepopulate based on responses to question C1.

6

Merging or
consolidation of
county/locallevel agencies
Closing or
consolidation of
local offices
Transfer of
functions or
organizational
units from the
county/local food
stamp agency to
another
governmental
entity
Transfer of
functions or
organizational
units to the
county/local food
stamp agency
from another
governmental
entity
Transfer of
functions from
food stamp
agency to
communitybased
organizations
Greater sharing
of functions with
communitybased
organizations
Transferring of
functions from
county/local food
stamp agency to
private-sector
business
Increasing job
specialization of
food stamp staff
Other (specify:
________)

Not applicable

Don’t know

Re certification

Report changes

Expanded use of FSP
benefits via EBT

Fair hearing process

Final determination

Notice of missed
interview

Conduct interview

Schedule interview

Accept verification

Request verification

Complete application

Obtain/file an application

Organizational
Change

Learn about FSP

Steps of the Certification and Recertification Process

7

C6.

At what level of government was the decision made to make organizational changes?
a. __ State
b. __ Region
c. __ County/local jurisdiction
d. __ Other (explain: __________)

C7.

Overall, in your opinion how have these organizational changes affected staff jobs?
Increased

Decreased

Stayed the
same

Don’t
Know

a. Contact with clients
b. Overall volume of work
c. Level of difficulty of work
d. Amount of paperwork
e. Training needs
f. Interaction with staff of other
programs/agencies
C8.

Use the space below to provide any additional comments on staff responses to organizational
changes.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

C9.

Overall, in your opinion how have these organizational changes affected clients?
Increased

Decreased

Stayed the
same

Don’t
know

a. Visits to a program office
b. Waiting times at program office
c. Telephone response time
c. Overall access to FSP
d. Understanding of FSP
requirements
C10.

Use the space below to provide any additional comments on client responses to
organizational changes:
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

8

Customer Access
C11.

Has your county/local jurisdiction planned or implemented any of the following activities
specifically designed to improve access to the Food Stamp Program, to streamline delivery of
services, or to provide improved customer service? Are any planned for Federal Fiscal Years
(FFY) 2008 and 2009?
Status
Activities
(as of November 2007)
__ Implemented
Create a combined application for
__ Implemented as a pilot
__ Planned but not implemented
various social service programs
__ Not planned or implemented
(specify programs__)
__ Implemented prior to 1/1/2000
__ Don’t know
Accept applications by mail
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Accept applications by fax
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Accept recertifications by mail
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Accept recertifications by fax
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Provide flexible office hours
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Provide out stationed FSP workers
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

9

Status
(as of November 2007)
Track and follow-up with applicants
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Other (specify: ______________)
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
If no activities were planned or implemented, skip to C30
If activities are in the planning stages only, skip to C25
If all activities were implemented prior to 1/1/2000, skip to C30
Activities

C12.

For each of the activities designed to increase access, which of the following steps of the
certification/recertification process have been changed? Check all that apply.
Note: electronic survey will prepopulate based on responses to question C11.

10

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
Track and followup with
applicants

Other (specify:
_____________
_________
_____________
________)

11

Not applicable

Don’t know

Re certification

Report changes

Expanded use of FSP
benefits via EBT

Fair hearing process

Final determination

Notice of missed
interview

Conduct interview

Schedule interview

Accept verification

Request verification

Complete application

Obtain/file an application

Activity

Learn about FSP

Steps of the Certification and Recertification Process

C13.

At what level of government was the decision to implement customer access activities made?
a. __ State (skip to C15)
b. __ Region (skip to C15)
c. __ County/local jurisdiction
d. __ Other (specify:_____)

C14.

Why did you implement these customer access activities? Check all that apply.

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
Track and follow-up with
applicants

Other (specify:
______________________
_____________________)

12

Other (specify:________)

Technological advances

Reduced administrative costs

Reduced error rates

Reduced fraud

Align with other public benefits
programs

Improved application
processing time

Increased participation of
elderly and/or disabled

Increased participation of
working families

Increased overall program
participation

Improved customer satisfaction

Simplified process for workers

Activity

Decreased staff workload

Note: electronic survey will prepopulate based on responses to question C11.
Reasons for implementation

C15.

Do these customer access activities operate countywide, or only in selected areas of the
county/local jurisdiction? Check all that apply.
Note: electronic survey will prepopulate based on responses to question C11
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

Track and follow-up with applicants

Other (specify:
______________________
_____________________)

C16.

Area of Operation
__ Countywide
__ Selected areas of
county/local
jurisdiction
__ Countywide
__ Selected areas of
county/local
jurisdiction
__ Countywide
__ Selected areas of
county/local
jurisdiction
__ Countywide
__ Selected areas of
county/local
jurisdiction
__ Countywide
__ Selected areas of
county/local
jurisdiction
__ Countywide
__ Selected areas of
county/local
jurisdiction
__ Countywide
__ Selected areas of
county/local
jurisdiction
__ Countywide
__ Selected areas of
county/local
jurisdiction
__ Countywide
__ Selected areas of
county/local
jurisdiction

Pilot Test/
Demonstration

Further Expansion
Planned

__ Yes
__ No

__ Yes
(describe: ______)

__ Yes
__ No

__ No
__ Yes
(describe: ______)

__ Yes
__ No

__ No
__ Yes
(describe: ______)

__ Yes
__ No

__ No
__ Yes
(describe: ______)

__ Yes
__ No

__ No
__ Yes
(describe: ______)

__ Yes
__ No

__ No
__ Yes
(describe: ______)

__ Yes
__ No

__ No
__ Yes
(describe: ______)

__ Yes
__ No

__ No
__ Yes
(describe: ______)

__ Yes
__ No

__ No
__ Yes
(describe: ______)
__ No

Are these changes implemented through partnerships with non-profit organizations, other
government agencies or private contractors/vendors? Check all that apply.
a. __ Non-profit organization
i. __ Community-based organization
ii. __ Faith-based organization
iii. __ National nonprofit
iv. __ Other (specify: ________________)
b. __ Other government agencies/offices
i. __ WIC
ii. __ WIA

13

c.

iii. __ TANF
iv. __ Medicaid/medical assistance
v. __ Child care
vi. __ Energy assistance
vii. __ Child Support
viii. __ Other (specify: _______________)
__ Private contractor

C17.

At what level of government was the decision to use a partner made?
a. __ State
b. __ Region
c. __ County/local jurisdiction
d. __ Other (specify:_____)

C18.

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:_____________________)
f. __ Don’t know

C19.

Who manages/oversees the activities of partner organizations?
a. __ State
b. __ Region
c. __ County/local jurisdiction
d. __ Other (specify: ________

C20.

What type of partner organization staff perform functions related to Food Stamp Program
certification and recertification?
a. __ Paid partner organization staff
b. __ Unpaid volunteers
c. __ Other (specify: ________________)

C21.

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

C22.

What types of agreements does the county/local jurisdiction have with these partners?
a. __ Contracts
b. __ Grants
c. __ Memoranda of Understanding (MOUs)
d. __ Memoranda of Agreement (MOAs)
e. __ Oral agreements
f. __ Other (specify: __________________)
g. __ None

C23.

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

14

C24.

In what ways do county/local-level staff interact with partner organizations (check all that
apply)?
a. __ Regularly scheduled face-to-face meetings
i. __ At least weekly
ii. __ At least monthly
iii. __ At least quarterly
iv. __ At least annually
b. __ Regularly scheduled telephone contact
i. __ Daily
ii. __ Weekly
iii. __ Monthly
iv. __ Quarterly
c.

__ Contact only when there are question or problems

d. __ Other (specify:____________)
[If still in planning stage]
C25. How is the county/local jurisdiction planning to measure the effects of these activities to
improve customer access? (skip to C29)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
_________________________________________________________________________
[If completed or in progress]
C26. How is the county/local jurisdiction measuring the effects of these activities?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
_________________________________________________________________________
C27.

What have been the effects of these customer access activities?
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:
_________________)

15

C28.

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

C29.

Somewhat
negative
__ 2

Neutral
__ 3

Somewhat
positive
__ 4

Strongly
positive
__ 5

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.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

Contracting with Outside Entities
C30.

What functions, if any, have been contracted to an outside entity (e.g., private or non-profit
organization)?

Function
Application Processing

Document Verification

Interviewing

Change Reporting

Case Management

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

16

Status

Function
Other (specify:
______________________
_____________________)

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
If no contracting out was planned or implemented, skip to Section D
If the contracting out of functions is in the planning stages only, skip to C35
If all functions were contracted out before 1/1/2000, skip to Section D

C31.

For each of the functions that have been contracted out, which of the following steps of the
certification/recertification process have been changed? Check all that apply.

Not applicable

Don’t know

Report changes

Expanded use of FSP
benefits via EBT

Fair hearing process

Notice of missed
interview

Conduct interview

Schedule interview

Accept verification

Request verification

Complete application

Obtain/file an application

Function

Learn about FSP

Note: electronic survey will prepopulate based on responses to question C30.
Steps of the Certification and Recertification Process

Application
Processing
Document
Verification
Interviewing
Certification
Change
reporting
Recertification
Case
management
Other (specify:
_____________
_________
_____________
________)

17

C32.

Did your office make any other administrative/organizational changes to the county/local food
stamp agency?
a. __ Yes (describe)
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
b. __ No

C33.

Overall, in your opinion what have been the effects of these administrative or organizational
changes?
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:
_________________)

C34.

Overall, what is your assessment of the administrative/organizational changes implemented
in your county/local jurisdiction?
Strongly
Negative
__1

C35.

Somewhat
negative
__2

Neutral
__3

Somewhat
positive
__4

Strongly
positive
__5

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
changes. Include lessons learned from earlier or discontinued efforts.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

18

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

Has your county/local jurisdiction planned or implemented use of electronic applications for
the Food Stamp Program?
Function
May complete an online application, but
a paper copy must be printed and
submitted to FSP office manually

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

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

May apply online for multiple assistance
programs (not only food stamps) within
the same website (must fill out multiple
applications)
List other programs: ____________
May apply online for multiple assistance
programs (not only food stamps) with
one application
List other programs: ___________
May check status of application online

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
__ 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

19

If no electronic applications have been implemented, skip to Section E
If electronic applications are still in the planning stages only, skip to D8
If all electronic application were implemented prior to 1/1/2000, skip to Section E
D2.

Which of the following steps of the certification/recertification process have been changed as
a result of implementing electronic applications? Check all that apply.
a. __ Learn about FSP
b. __ Obtain/file an application
c. __ Complete application
d. __ Request verification
e. __ Accept verification
f. __ Schedule interview
g. __ Conduct interview
h. __ Notice of missed interview
i. __ Final determination
j. __ Fair hearing process
k. __ Report changes
l. __ Recertification
m. __ Don’t know
n. __ Not applicable

D3.

At what level of government was the decision to implement electronic applications made?
a. __ State
b. __ Region
c. __ County/local jurisdiction
d. __ Other (specify:_____)

D4.

How has the use of electronic applications affected the jobs of local staff?
Increased

Decreased

Stayed the
same

a. Contact with clients
b. Overall amount of time
spent with clients
c. Speed with which clients
can be served
d. Overall volume of work
e. Level of difficulty of work
f. Amount of paperwork
g. Training needs
h. Interaction with staff of
other programs/agencies
i. Interaction with staff of
community partners

20

D5.

Use the space below to provide any additional comments on staff responses to electronic
applications
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

D6.

How has the implementation of electronic applications affected clients?
Increased

Decreased

Stayed the
same

a. Visits to FSP office
b. Waiting times at FSP
office
c. Locations at which to
apply for FSP
E Overall access to FSP
d. Paperwork/documentation
that client must bring to the
office
e. Other (specify: ________)
D7.

Use the space below to provide any additional comments on client responses to electronic
applications.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

[If still in planning stage]
D8.
How is the county/local jurisdiction planning to measure the effects of the implementation of
electronic applications?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
_________________________________________________________________________
[If completed or in progress ]
D9.
During the month of November 2007, what proportion of new applications were submitted
electronically? (skip to D13)
________%
D10.

How is the county/local jurisdiction measuring the effects of the program?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
_________________________________________________________________________

21

D11.

Overall, in your opinion what have been the effects of electronic applications?
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:
_________________)

D12.

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

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.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

22

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

Has your county/local jurisdiction planned or implemented any of the following technologies
to make changes in the certification/recertification process? Check all that apply.
Technological Innovation

Status

Computer system upgrades/modifications:
Integrate the FSP MIS with
__ Implemented
__ Implemented as a pilot
other programs’ systems
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Create automated policy
__ Implemented
__ Implemented as a pilot
manuals
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Make modifications to
__ Implemented
__ Implemented as a pilot
enable workers to
__ Planned but not implemented
telecommute
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Create electronic case files
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Other (specify:______)
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Document management:
Implement document
__ Implemented
__ Implemented as a pilot
imaging/paperless systems
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Other (specify:______)
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

23

Technological Innovation

Status

Information sharing:
Implement data
brokering/sharing with other
benefits systems

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Other (specify:______)
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Application access and submission:
Establish kiosks for
__ Implemented
__ Implemented as a pilot
prescreening or application
__ Planned but not implemented
tools in local offices and/or
__ Not planned or implemented
in the community
__ Implemented prior to 1/1/2000
__ Don’t know
Process applications at call
__ Implemented
__ Implemented as a pilot
centers
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Allow clients to check
__ Implemented
__ Implemented as a pilot
account history or benefit
__ Planned but not implemented
status online
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Other (specify:______)
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Reporting changes:
Accept faxed changes
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know

24

Technological Innovation

Accept changes at call
center

Accept changes by
Automated Speech
Recognition Systems (ASR)

Accept changes through
online tool

Other (specify:______)

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

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

25

Technological Innovation

Status

Develop online grocery
ordering

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Accept EBT at Farmer’s
__ Implemented
__ Implemented as a pilot
Markets
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Other (specify:______)
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
If none of the above, skip to Section F
If innovations are only planned, skip to E3
If all innovations were implemented prior to 1/1/2000, skip to Section F
E2.

For each of the types of technology implemented, which of the following steps of the
certification/recertification process have been changed? Check all that apply.
Note: electronic survey will prepopulate based on responses to question E1.

Integrate the FSP MIS
with other programs’
systems
Create automated policy
manuals
Make modifications to
enable workers to
telecommute
Create an automated
case management
system
Implement document
imaging/paperless
systems

26

Not applicable

Don’t know

Re certification

Report changes

Expanded use of FSP
benefits via EBT

Fair hearing process

Final determination

Notice of missed interview

Conduct interview

Schedule interview

Accept verification

Request verification

Complete application

Obtain/file an application

Technological Innovation

Learn about FSP

Steps of the Certification and Recertification Process

Implement data
brokering/sharing with
other benefits systems
Establish kiosks for
prescreening or
application tools in local
offices and/or the
community
Process applications at
call center
Allow clients to check
account history or benefit
status online
Accept faxed changes
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 Systems
(ASR) or Automated
Response Units (ARU)
Establish wireless point
of service systems
Develop online grocery
ordering
Accept EBT at Farmer’s
Markets
Other (specify:
__________________
___________________)

27

Not applicable

Don’t know

Re certification

Report changes

Expanded use of FSP
benefits via EBT

Fair hearing process

Final determination

Notice of missed interview

Conduct interview

Schedule interview

Accept verification

Request verification

Complete application

Obtain/file an application

Technological Innovation

Learn about FSP

Steps of the Certification and Recertification Process

[If still in planning stage]
E3.
How will the county/local jurisdiction measure the effects of the technology? (skip to Section
F)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
[If completed or in progress]
E4.
Were partner agencies required to purchase equipment?
a. __ Yes
b. __ No
c. __ No partners involved
E5.

Was training provided to food stamp agency staff on the new technology?
a. __ Yes
i. By whom?
a.
__ State FSP agency staff
b.
__ County/local FSP agency staff
c.
__ Partner agency staff
d.
__ Other (specify: __________)
b. __ No

E6.

Was training provided to partner agency staff?
a. __ Yes
i. By whom?
a.
__ State FSP agency staff
b.
__ County/local FSP agency staff
c.
__ Partner agency staff
d.
__ Other (specify: __________)
b. __ No
c. __ Not applicable

E7.

Was training provided to volunteers?
a. __ Yes
i. By whom?
a.
__ State FSP agency staff
b.
__ County/local FSP agency staff
c.
__ Partner agency staff
d.
__ Other (specify: __________)
b. __ No
c. __ Not applicable

28

E8.

Overall, in your opinion how have technological innovations affected the jobs of local agency
staff?
Increased

Decreased

Stayed the
same

Don’t know

a. Contact with clients
b. Overall volume of work
c. Level of difficulty of work
d. Amount of paperwork
e. Ability to respond quickly
to client requests or
inquiries
f. Ability to complete work
accurately
g. Training needs
h. Interactions with partner
agencies or CBOs
i. Overall job satisfaction

E9.

Please use the space below to provide additional comments on staff response to
technologies that have been implemented and how these changes have affected staff-client
interactions.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

E10.

How is the county/local jurisdiction measuring the effects of each of these technologies?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

29

E11.

Overall, in your opinion what have been the effects of the technological changes on 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.

During the month of November 2007, what proportion of food stamp recipients used each of
these technologies? Note: will be prepopulated based on response to question E1]
____________ Percent
__ Don’t know

E13.

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

Somewhat
negative
__ 2

Neutral
__ 3

Somewhat
positive
__ 4

Strongly
positive
__ 5

30

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

Has your county/local jurisdiction implemented call center operations for the Food Stamp
Program?
a. __ Completed as planned
b. __ Planned, but not implemented (skip to F13)
c. __ None planned or implemented (skip to Section G)
d. __ Were implemented prior to 1/1/2000 (skip to Section G)
e. __ Don’t know

F2.

Which of the following steps of the certification/recertification process have been changed
due to the implementation of call center operations? Check all that apply.
a. __ Learn about FSP
b. __ Obtain/file an application
c. __ Complete application
d. __ Request verification
e. __ Accept verification
f. __ Schedule interview
g. __ Conduct interview
h. __ Notice of missed interview
i. __ Final determination
j. __ Fair hearing process
k. __ Report changes
l. __ Recertification
m. __ Don’t know
n. __ Not applicable

F3.

At what level of government was the decision to use call centers made?
a. __ State
b. __ Region
c. __ County/local jurisdiction
d. __ Other (specify:_____)

F4.

What are call centers used for?
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. __ Return client calls
i. __ Other (specify:_______________)

F5.

Where are call centers located? Check all that apply.
a. __ In the county
b. __ In another county/local jurisdiction
c. __ In another state(s)
d. __ In other countries

31

F6.

Who is responsible for managing the call center(s)?
a. __ State food stamp agency
b. __ Other state agency
c. __ Local food stamp agency
d. __ Other local government agency
e. __ Private contractor
f. __ Community-based non-profit agency
g. __ Other (specify: __________________)

F7.

How was staffing arranged for the call centers? Check all that apply.
a. __ Contractor staff
b. __ Hired new staff for the county or state agency
c. __ Shifted staff from other functions in the food stamp agency

F8.

How have call centers affected the jobs of local office staff?
Increased

Decreased

Stayed the
same

Don’t Know

a. Contact with clients
b. Overall volume of work
c. Level of difficulty of work
d. Amount of paperwork
e. Ability to respond quickly
to client requests or
inquiries
f. Training needs
g. Other (specify:
______________________)

F9.

Please use the space below to provide additional comments on staff response to call centers
and how call centers have affected staff-client interactions?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

F10.

Please use the space below to provide additional comments on client response to call
centers and how call centers have affected staff-client interactions?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

32

[If in planning stages]
F11.
How will the county/local jurisdiction measure the effects of using call centers? (skip to F24)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
[If completed or in progress]
F12.
How is the county/local jurisdiction measuring the effects of using call centers?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
F13.

In your opinion, what have been the effects of using call centers?
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:
_________________)
F14.

How many calls did the call center receive during the month of November 2007?
_________
__ Don’t know

F15.

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

are clients asking general questions

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

33

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

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

F16.

During the month of November 2007, what proportion of all recipients used call centers to
report changes?
_________ %
__ Don’t know

F17.

During the month of November 2007, what proportion of all new applicants used call centers
for the initial application interview?
______________%
__ Don’t know

F18.

During the month of November 2007, what proportion of all recipients used call centers to
recertify?
_________ %
__ Don’t know

F19.

Do recipients receive alerts through call centers?
a.

__ Yes
i. During the month of November 2007, what percent of all recipients received
alerts through call centers? ______ %

b.

__ No

F20.

During the month of November 2007, what proportion of all recipients’ questions were
handled by call centers?
_________ %
__ Don’t know

F21.

During the month of November 2007, what proportion of return calls to clients were handled
by call centers?
_________ %
__ Don’t know

34

F22.

Overall, what is your assessment of the implemented call centers?
Strongly
Negative
__ 1

F23.

Somewhat
negative
__ 2

Neutral
__ 3

Somewhat
positive
__ 4

Strongly
positive
__ 5

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.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

35

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

G1.

Has your county/local jurisdiction planned or implemented any of the following outreach
activities to increase Food Stamp Program participation?

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

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

36

Outreach Activity

Status

Door-to-door outreach campaigns

__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
In-person outreach presentations at
__ Implemented
__ Implemented as a pilot
community sites
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
Other (specify: ______________)
__ Implemented
__ Implemented as a pilot
__ Planned but not implemented
__ Not planned or implemented
__ Implemented prior to 1/1/2000
__ Don’t know
If no outreach activities were planned or implemented, skip to G12
If outreach activities are in the planning stages only, skip to G8
If all outreach activities were implemented prior to 1/1/2000, skip to Section H
G2.

At what level of government was the decision to implement outreach activities made?
a. __ State (skip to G4)
b. __ Region (skip to G4)
c. __ County/local jurisdiction
d. __ Other (specify:_____)

G3.

Why did you implement these outreach activities? Check all that apply.
a. __ Increase overall participation in program
b. __ Increase participation of working families
c. __ Increase participation of elderly households
d. __ Increase participation of disabled households
e. __ Increase participation of immigrant households
f. __ Increase participation of other special populations
g. __ Improve customer satisfaction
h. __ Improve program access
i. __ Improve application processing time
j. __ Technological advances
k. __ Other (specify:__________________)

G4.

Do the outreach activities operate countywide, or only in selected areas of the county/local
jurisdiction?
a. __ Countywide
b. __ Selected areas of the county/local jurisdiction
i. Is this a pilot test or demonstration?
__ Yes
__ No
ii. Is further expansion already planned?
__ Yes
__ No

37

G5.

Are outreach activities implemented through partnerships with non-profit organizations, other
government agencies or private contractors/vendors? Check all that apply.
a. __ Non-profit organization
i. __ Community-based organization
ii. __ Faith-based organization
iii. __ National nonprofit
iv. __ Other (specify: ________________)
b. __ Other government agencies/offices
i. __ WIC
ii. __ WIA
iii. __ TANF
iv. __ Medicaid/medical assistance
v. __ Child Support
vi. __ Child care
vii. __ Energy assistance
viii. __ Other (specify: _______________)
c. __ Private contractor

G6.

At what level of government was the decision to use a partner made?
a. __ State
b. __ Region
c. __ County/local jurisdiction
d. __ Other (specify:_____)

G7.

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

G8.

In what ways do county-level staff interact with FSP outreach providers (check all that apply)?
a. __ Regularly-scheduled face-to-face meetings
i. __ At least weekly
ii. __ At least monthly
iii. __ At least quarterly
iv. __ At least annually
b. __ Regularly-scheduled telephone contact
i. __ Daily
ii. __ Weekly
iii. __ Monthly
iv. __ Quarterly
c. __ Contact only when there are question or problems
d. __ Other (specify:__________________)

38

[If still in planning stage]
G9.
How is the county/local jurisdiction planning to measure the effects of the outreach activities?
(skip to G13)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
_________________________________________________________________________
[If completed or in progress]
G10. How is the county/local jurisdiction measuring the effects of the outreach activities?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
G11.

What have been the effects of these outreach activities?
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:
_________________)
G12.

Overall, what is your assessment of the outreach efforts implemented?
Strongly
Negative
__1

G13.

Somewhat
negative
__2

Neutral
__3

Somewhat
positive
__4

Strongly
positive
__5

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.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

39

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

Does your county/local jurisdiction participate in a CAP?
a.
b.
c.

H2.

__ Yes
__ No (skip to Section I)
__ Implemented prior to 1/1/2000 (skip to Section I)

When was the CAP implemented in your county/local jurisdiction?
Month/year _________

H3.

Is this a pilot test or demonstration?
a. Yes ______
i. Is further expansion already planned?
a.
__ Yes
b.
__ No
b. No ______

H4.

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:
a.
b.
c.
d.
e.
f.
g.

__ Integration with other computer systems across programs
__ Call center
__ On-line application
__ On-line prescreening tools
__ Document imaging
__ Other (specify: ________)
__ None of the above

H5.

How is the county/local jurisdiction or the state measuring the effects of the program?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
_________________________________________________________________________

H6.

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

40

Outcomes

Increased

Decreased

Stayed the
same

Don't
know

h. Fraud
i. Error rates
j. Other identifiable effects (specify:
_________________)
H7.

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

H8.

Somewhat
negative
__ 2

Neutral
__ 3

Somewhat
positive
__ 4

Strongly
positive
__ 5

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.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

41

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

I1.

Has your county/local jurisdiction implemented biometric identification methods such as
fingerprint imaging, facial recognition, or retinal scanning?

Biometric Identification Method
Fingerprint imaging

Facial Recognition

Retinal Scanning

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
__ 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

If no biometric identification methods have been implemented, skip to Section J
If methods are still in the planning stages only, skip to I4
If all biometric identification methods were implemented prior to 1/1/2000, skip to
Section J

42

I2.

For each of the biometric identification methods implemented, which of the following steps of
the certification/recertification process have been changed? Check all that apply.

Fingerprint
imaging
Facial
recognition
Retinal Scanning
Other (specify:
_____________
_________
_____________
________)

I3.

At what level of government was the decision to implement biometric identification methods
made?
a.
__ State (skip to I5)
b.
__ Region (skip to I5)
c.
__ County/local jurisdiction
d.
__ Other (specify:_____)

[if still in planning stage]
I4.
How will the county/local jurisdiction measure the effects of biometric identification? (skip to
I14)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
[If completed or in progress ]
I5.
During the month of November 2007, what proportion of new applicants underwent
biometric identification?
______________ %
__ Don’t know
I6.

During the month of November 2007, what proportion of current recipients underwent
biometric identification at recertification?
______________ %
__ Don’t know

43

Not applicable

Don’t know

Re certification

Report changes

Expanded use of FSP
benefits via EBT

Fair hearing process

Final determination

Notice of missed
interview

Conduct interview

Schedule interview

Accept verification

Request verification

Complete application

Obtain/file an application

Biometric
Identification
Method

Learn about FSP

Steps of the Certification and Recertification Process

I7.

In your opinion, how has the use of biometric identification affected staff jobs?
Increased

Decreased

Stayed the
same

a. Contact with clients
b. Overall amount of time
spent with clients
c. Speed with which clients
can be served
d. Overall volume of work
e. Level of difficulty of work
f. Amount of paperwork
g. Training needs
h. Interaction with staff of
other programs/agencies

I8.

Use the space below to provide any additional comments on staff responses to fingerprint
imaging and other biometric identification methods.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

I9.

In you opinion, how has the implementation of biometric identification affected clients?
Increased

Decreased

Stayed the
same

a. Visits to a program office
b. Waiting times at program
office
c. Overall access to FSP
d. Paperwork/ documentation
that client must bring to the
office

I10.

Use the space below to provide any additional comments on client responses to
organizational changes.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

44

I11.

How is the county/local jurisdiction measuring the effects of biometric identification?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

I12.

Overall, in your opinion what have been the effects of biometric identification?
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:
_________________)
I13.

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

I14.

Somewhat
negative
__ 2

Neutral
__ 3

Somewhat
positive
__ 4

Strongly
positive
__ 5

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.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

45

Section J. Outcome Measures
J1.

Do you collect any of the following data countywide or by region?

Data element

Countywide
Yes

No

Sub county (e.g.
cities, districts,
offices)
Yes
No

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 other countywide Food Stamp Program data is collected and reported to the state?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

J3.

Use the space below to provide any additional comments, such as thoughts about trade-off
decisions, or suggestions you have about measuring outcomes.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

46

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

K1.

Were any major hardware and software changes involved in your county/local jurisdiction’s
modernization activities? Check all that apply.
a.
b.
c.
d.
e.
f.
g.
h.
i.
j.
k.
l.
m.
n.
o.

K2.

How were these changes funded?
a.
b.
c.
d.
e.

K3.

__ Additional/new PCs
__ Additional/new monitors
__ Additional/new laptops
__ Additional memory/electronic storage
__ Additional/new fax machines
__ Additional/new scanners
__ Additional/new telephone equipment
__ Additional/new point of service card readers
__ Additional/new high speed telephone lines, cable, or DSL
__ Additional/new kiosks
__ Purchase of “off the shelf” software
__ Developing new software/programs
__ Other (specify: ________)
__ None (skip to K5)
__ Don’t know (skip to K5)

__ State budget
__ County/local jurisdiction budget
__ Grant funds
__ Other (specify: ________)
__ Don’t know

What additional hardware and software was required by community partners? Check all that
apply.
a.
b.
c.
d.
e.
f.
g.
h.
i.
j.
k.
l.
m.
n.

__ Additional/new PCs
__ Additional/new monitors
__ Additional/new laptops or additional memory/electronic storage
__ Additional/new fax machines
__ Additional/new scanners
__ Additional/new telephone equipment
__ Additional/new point of service card readers
__ Additional/new high speed telephone lines, cable, or DSL
__ Additional/new kiosks
__ Purchase of “off the shelf” software
__ Developing new software/programs
__ Other (specify: ________)
__ None
__ Don’t know

47

K4. How were these changes funded?
a.
b.
c.
d.
e.
f.
K5.

__ State budget
__ County/local jurisdiction budget
__ Partner budget
__ Grant funds
__ Other (specify: ________)
__ Don’t know

What have been your county/local jurisdiction’s greatest challenges as your agency has
planned for and implemented food stamp 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
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. Training community based
partners
q. Technical problems
r. Upgrading legacy/existing
computer systems
s. Obtaining waiver approval

48

Issues

Very
challenging

Somewhat
challenging

Not too
challenging

Not
challenging
at all

Not
applicable

t. Controlling error rates
u. Controlling fraud
v. Maintaining client access
w. Other (specify:
______________________
_____________________)
K6.

What have been your county/local jurisdiction’s greatest successes as your agency has
planned and implemented food stamp 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. Reduced staff turnover
m. Decreased application
processing time
n. Other (specify:
______________________
_____________________)

49

K7.

On balance, what has been the effect of your county/local jurisdiction’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. Payment accuracy
Strongly
Somewhat
Negative negative
1__
2__

Somewhat
positive
4__

Strongly
positive
5__

Don’t
know
6__

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

Somewhat
positive
4__

Strongly
positive
5__

Don’t
know
6__

d. Preventing and detecting fraud
Strongly
Somewhat
Neutral
Negative negative
1__
2__
3__

Somewhat
positive
4__

Strongly
positive
5__

Don’t
know
6__

e. Customer service
Strongly
Somewhat
Negative negative
1__
2__

Somewhat
positive
4__

Strongly
positive
5__

Don’t
know
6__

Neutral
3__

Neutral
3__

K8.

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

K9.

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

K10.

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!

50