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IDENTIFYING PROGRAM COMPONENTS AND PRACTICES THAT INFLUENCE
SNAP APPLICATION PROCESSING TIMELINESS RATES:
The SNAP Timeliness Study

Survey of SNAP State Directors and Staff
Please enter your username (e-mail address) to start this questionnaire.

Username:

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Survey Instructions
It may take about 45–60 minutes to complete the survey. Please try to answer every question to the best of your ability. If
you cannot answer a question, select the “Don’t know” response. If you choose not to answer a question, you can skip it,
and move to the next question. Y our participation is entirely voluntary. By completing the survey, you indicate consent to
participate.
Most questions in this survey refer to your State's administration of the SNAP program from October 1, 2012 through
September 30, 2015, unless otherwise specified. Please report about policies, procedures, or other activities that were in
operation during this timeframe only.
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Thank you in advance for your participation in this important study.

Part I: Respondent Identification Questions
Q1

Please choose the response that best describes your role in the SNAP application process. Select only one.
I provide leadership for our State, or work with State leadership, to define, implement and/or provide guidance to local offices on Federal and
State SNAP application processing policy and procedures.
At the county or local office level, I primarily implement State guidance and manage staff who process SNAP applications.
Alone or as part of a team, I am responsible for processing SNAP cases and ensuring that applications are accurate and include all required
supporting documentation.
Other

Q2

“Demonstrations” are projects that test new and innovative strategies that are approved by FNS and typically last
5 years. Which, if any, of the following SNAP demonstration projects associated with SNAP application processing
were in operation in your State from October 1, 2012 through September 30, 2015?
(Check all that apply.)
Elderly Simplified Application Project (ESAP)
Standard Medical Deductions (SMD) Project
Combined Application Project (CAP) (Standard)
Combined Application Project (CAP) (Modified)
Assessment of the Contributions of an Interview to SNAP Eligibility and Benefit Determination
Community Partner Interview Waiver
36-Month Certification
Other FNS approved demonstration project(s) associated with SNAP application processing
My State did not operate any demonstration projects from October 1, 2012 through September 30, 2015

When did the following project(s) start?
Month

(Please enter values
between 1 and 12)

Elderly
Simplified
Application
Project
(ESAP)
Standard
Medical
Deductions
(SMD) Project
Combined
Application
Project (CAP)
(Standard)
Combined
Application
Project (CAP)
(Modified)
Assessment of
the
Contributions
of an Interview
to SNAP
Eligibility and
Benefit
Determination
Community
Partner
Interview
Waiver
36-Month
Certification
Other
Demonstration
Project 1

Year (Please enter values between 2012 and
2015)

Don't Know

When did the following project(s) end?
Month

(Please
enter values
between 1 and 12)

Elderly Simplified Application Project (ESAP)
Standard Medical Deductions (SMD) Project
Combined Application Project (CAP) (Standard)
Combined Application Project (CAP) (Modified)
Assessment of the Contributions of an Interview to SNAP
Eligibility and Benefit Determination
Community Partner Interview Waiver
36-Month Certification
Other Demonstration Project 1

Year (Please enter
values between
2012 and 2015)

The project was
still in operation
as of September
2015

Don’t know

Did the project have any effect on application processing timeliness?
It seemed to
improve application
processing
timeliness
Elderly Simplified Application Project (ESAP)
Standard Medical Deductions (SMD) Project
Combined Application Project (CAP) (Standard)
Combined Application Project (CAP) (Modified)
Assessment of the Contributions of an Interview to
SNAP Eligibility and Benefit Determination
Community Partner Interview Waiver
36-Month Certification
Other Demonstration Project 1

It seemed to hinder
application
processing
timeliness

It did not seem to
affect application
processing
timeliness

Don’t know

The next few questions focus on policies your State used routinely to receive and certify SNAP applications.
Q3

Which of the following SNAP policies did your State modify or have in operation from October 1, 2012 through
September 30, 2015?
(Check all that apply.)
Simplified reporting - certification length
Simplified reporting - action on changes
Change reporting
Simplified income and resources
Simplified self-employment determination
Child support expense exclusion
Ineligible non­citizens’ income and deductions
Simplified deduction determination
Simplified homeless housing cost
Standard utility allowance
Comparable disqualification
Child support-related disqualification
Broad-based categorical eligibility
Narrow categorical eligibility
Work requirements and employment and disqualification policy (for all non-exempt household members)
Transitional benefits
Verification of deductible expenses
Photo EBT cards
Other policy associated with SNAP application processing
My State did not modify or operate any new SNAP policy or operational procedures associated with SNAP application processing during this
period.

When were the following policies put into operation?
Month (Please enter
values between 1 and 12)
Simplified reporting - certification length
Simplified reporting - action on changes
Change reporting
Simplified income and resources
Simplified self-employment determination
Child support expense exclusion
Ineligible non­citizens’ income and deductions
Simplified deduction determination
Simplified homeless housing cost
Standard utility allowance
Comparable disqualification
Child support-related disqualification
Broad-based categorical eligibility
Narrow categorical eligibility
Work requirements and employment and disqualification policy (for
all non-exempt household members)
Transitional benefits
Verification of deductible expenses
Photo EBT cards
Other policy 1

Year (Please enter
values between 2012 and
2015)

Don't Know

When were the following policies ended?
Month

(Please
enter values
between 1 and 12)

Simplified reporting - certification length
Simplified reporting - action on changes
Change reporting
Simplified income and resources
Simplified self-employment determination
Child support expense exclusion
Ineligible non­citizens’ income and deductions
Simplified deduction determination
Simplified homeless housing cost
Standard utility allowance
Comparable disqualification
Child support-related disqualification
Broad-based categorical eligibility
Narrow categorical eligibility
Work requirements and employment and disqualification
policy (for all non-exempt household members)
Transitional benefits
Verification of deductible expenses
Photo EBT cards
Other policy 1

Year (Please enter
values between
2012 and 2015)

The project was
still in operation
as of September
2015

Don’t know

Did the policy have any effect on application processing timeliness?
It seemed to
improve application
processing
timeliness
Simplified reporting - certification length
Simplified reporting - action on changes
Change reporting
Simplified income and resources
Simplified self-employment determination
Child support expense exclusion
Ineligible non­citizens’ income and deductions
Simplified deduction determination
Simplified homeless housing cost
Standard utility allowance
Comparable disqualification
Child support-related disqualification
Broad-based categorical eligibility
Narrow categorical eligibility
Work requirements and employment and
disqualification policy (for all non-exempt
household members)
Transitional benefits
Verification of deductible expenses
Photo EBT cards
Other policy 1

It seemed to hinder
application
processing
timeliness

It did not seem to
affect application
processing
timeliness

Don’t know

The next few questions are about the modernization features your State agency has implemented.
Q4 Which of the following modernization features did your State have in operation from October 1, 2012 through
September 30, 2015?

Modified SNAP office lobby flow designed to reduce wait time
A call center handled general inquiries and requests to reduce staff workload
A call center that provided general data entry services to support local office staff (i.e., schedule appointments, process complaints, enter
reported changes, set task alerts)
A call center that made eligibility determinations: workers were empowered to act on changes, complete interviews, and make case
determinations
A call center that processed change reporting tasks: workers were empowered to make decisions and take necessary action on a case
A contact center that gave clients 24/7 access to their case information and increased access points to view case information and to submit
changes: clients could access SNAP services by visiting SNAP office, call center, or the Web
Online eligibility screening tool
Online application system that provided a PDF form that the client completes and sends back
Online application system that allowed clients to apply online and was integrated with the eligibility system
Online application system that allowed clients to apply online but staff input the online application into the eligibility system
Online account management that allowed clients to check benefit information, report changes, upload documents
Online case management for workers that organized caseloads by queue, tracked when application was routed from one process to another,
and alerted workers when case actions were due
Integrated systems that handled online applications, eligibility system, and data verification
Text messaging to notify clients of appointments or for client-caseworker communication
Mobile applications for clients to apply, submit verification, or report changes
Video interviews
Verification programs or State or Federal databases used to verify client income and other eligibility requirements
Document imaging
Electronic case files
Other modernization feature
My State did not operate any modernization features from October 1, 2012 through September 30, 2015

When were the following modernization features started?
Month

(Please enter values
between 1 and 12)

Modified SNAP
office lobby
flow designed
to reduce wait
time
A call center
that handled
general
inquiries and
requests to
reduce staff
workload
A call center
that provided
general data
entry services
to support local
office staff (i.e.,
schedule
appointments,
process
complaints,
enter reported
changes, set
task alerts)
A call center
that made
eligibility
determinations:
workers were
empowered to
act on
changes,
complete
interviews, and
make case
determinations
A call center
that processed
change
reporting tasks:
workers were
empowered to
make
decisions and
take necessary
action on a
case
A contact
center that
gave clients
24/7 access to
their case
information
and increased
access points
to view case
information
and to submit
changes:
clients could
access SNAP
services by
visiting SNAP
office, call
center, or the
Web
Online
eligibility
screening tool
Online
application
system that
provided a
PDF form that

Year (Please enter values between 2012 and
2015)

Don't Know

the client
completes and
sends back
Online
application
system that
allowed clients
to apply online
and was
integrated with
the eligibility
system
Online
application
system that
allowed clients
to apply online
but staff input
the online
application into
the eligibility
system
Online account
management
that allowed
clients to check
benefit
information,
report
changes,
upload
documents
Online case
management
for workers
that organized
caseloads by
queue, tracked
when
application was
routed from
one process to
another, and
alerted workers
when case
actions were
due
Integrated
systems that
handled online
applications,
eligibility
system, and
data
verification
Text
messaging to
notify clients of
appointments
or for clientcaseworker
communication
Mobile
applications for
clients to apply,
submit
verification, or
report changes
Video
interviews
Verification
programs or
State or
Federal
databases
used to verify
client income
and other
eligibility

requirements
Document
imaging
Electronic case
files
Other
modernization
feature 1

When were the following modernization features no longer in operation?
Month

(Please
enter values
between 1 and 12)

Modified SNAP office lobby flow designed to reduce wait time
A call center that handled general inquiries and requests to
reduce staff workload
A call center that provided general data entry services to
support local office staff (i.e., schedule appointments, process
complaints, enter reported changes, set task alerts)
A call center that made eligibility determinations: workers
were empowered to act on changes, complete interviews, and
make case determinations
A call center that processed change reporting tasks: workers
were empowered to make decisions and take necessary
action on a case
A contact center that gave clients 24/7 access to their case
information and increased access points to view case
information and to submit changes: clients could access
SNAP services by visiting SNAP office, call center, or the Web
Online eligibility screening tool
Online application system that provided a PDF form that the
client completes and sends back
Online application system that allowed clients to apply online
and was integrated with the eligibility system
Online application system that allowed clients to apply online
but staff input the online application into the eligibility system
Online account management that allowed clients to check
benefit information, report changes, upload documents
Online case management for workers that organized
caseloads by queue, tracked when application was routed
from one process to another, and alerted workers when case
actions were due
Integrated systems that handled online applications, eligibility
system, and data verification
Text messaging to notify clients of appointments or for clientcaseworker communication
Mobile applications for clients to apply, submit verification, or
report changes
Video interviews
Verification programs or State or Federal databases used to
verify client income and other eligibility requirements
Document imaging
Electronic case files
Other modernization feature 1

Year (Please enter
values between
2012 and 2015)

Still in operation
as of September
2015

Don't Know

Did the modernization feature have any effect on application processing timeliness?
It seemed to
improve application
processing
timeliness
Modified SNAP office lobby flow designed to
reduce wait time
A call center that handled general inquiries and
requests to reduce staff workload
A call center that provided general data entry
services to support local office staff (i.e., schedule
appointments, process complaints, enter reported
changes, set task alerts)
A call center that made eligibility determinations:
workers were empowered to act on changes,
complete interviews, and make case
determinations
A call center that processed change reporting
tasks: workers were empowered to make decisions
and take necessary action on a case
A contact center that gave clients 24/7 access to
their case information and increased access points
to view case information and to submit changes:
clients could access SNAP services by visiting
SNAP office, call center, or the Web
Online eligibility screening tool
Online application system that provided a PDF
form that the client completes and sends back
Online application system that allowed clients to
apply online and was integrated with the eligibility
system
Online application system that allowed clients to
apply online but staff input the online application
into the eligibility system
Online account management that allowed clients to
check benefit information, report changes, upload
documents
Online case management for workers that
organized caseloads by queue, tracked when
application was routed from one process to
another, and alerted workers when case actions
were due
Integrated systems that handled online
applications, eligibility system, and data verification
Text messaging to notify clients of appointments or
for client-caseworker communication
Mobile applications for clients to apply, submit
verification, or report changes
Video interviews
Verification programs or State or Federal
databases used to verify client income and other
eligibility requirements
Document imaging
Electronic case files
Other modernization feature 1

It seemed to hinder
application
processing
timeliness

It did not seem to
affect application
processing
timeliness

Don’t know

The next few questions are about any business process reengineering (BPR) initiatives your State agency has
employed. Related initiatives include Continuous Improvement, Business Process Analysis, Continuous Quality
Improvement, Quality Management Systems, Lean, Lean Six Sigma, Total Quality Management (TQM), Toyota
Production System (TPS), ISO 9000, Kaizen, or Rapid Improvement Events. For the purposes of this survey, please
consider these terms synonymous.
Q5

Did your State implement any BPR initiatives related to SNAP application processing to improve timeliness from
October 1, 2012 through September 30, 2015?
Yes
No
Don’t know

When did BPR activities start?
Month
(Please enter a value between 1 and 12)

Year
(Please enter a value between 2012 and 2015)

Don't Know

When did BPR activities end?
Month
(Please enter a value between 1 and 12)

Year
(Please enter a value between 2012 and 2015)

Still in operation
Don't Know

Did these BPR activities have any effect on application processing timeliness?
They seemed to improve application processing timeliness
They seemed to hinder application processing timeliness
They did not seem to affect application processing timeliness
Don’t know

Did State leadership support BPR by taking any of the following actions?
(Check all that apply)
Created new position(s) to handle new duties/responsibilities
Integrated BPR into the management structure of SNAP
Implemented a new application processing model
Other actions taken

The next few questions are about the role of State and SNAP agency leadership has played in establishing
Application Processing Timeliness (APT) as a priority.
Q6

In what ways did your State leadership (i.e., SNAP agency executive administrators and managers) make SNAP
APT a priority from October 1, 2012 through September 30, 2015?
(Check all that apply)
Established clear performance targets or goals for improving the States’ APT rate
Monitored State APT rates annually
Monitored State APT rates quarterly
Monitored State APT rates monthly or weekly
Monitored local APT rates annually
Monitored local APT rates quarterly
Monitored local APT rates monthly or weekly
Held workers responsible for overdue cases
Supported business processing reengineering initiative(s)
Provided staff training about new application processing procedures
Allocated resources for new technology designed to improve application processing
Allocated resources for technical assistance to help workers use new technology
Other State leadership action (please specify)
My State did not make SNAP APT a priority

Q7

Did your State implement any workflow analyses or process management strategies to improve application
processing efficiency from October 1, 2012 through September 30, 2015?
Yes
No
Don’t know

Please briefly describe the workflow analyses or process management strategies your State implemented:

The next few questions are about performance-based incentives and penalties your State has implemented to
improve your APT rates.
Q8

Did your State implement any performance-based incentives (e.g., most productive workers were allowed to
telecommute or performance bonuses) designed to improve APT rates from October 1, 2012 through September
30, 2015?
Yes
No
Don’t know

Please briefly describe the performance-based incentives your State used:

When did your State begin using performance-based incentives?
Month
(Please enter a value between 1 and 12)

Year
(Please enter a value between 2012 and 2015)

Don't Know

When did your State stop using performance-based incentives?
Month
(Please enter a value between 1 and 12)

Year
(Please enter a value between 2012 and 2015)

Still being used
Don't Know

Q9

Did your State use any performance-based penalties (e.g., lowering annual performance rating) to promote
improvement in APT rates from October 1, 2012 through September 30, 2015?
Yes
No
Don’t know

Please briefly describe the performance-based incentives your State used:

When did your State begin using these performance-based incentives?
Month
(Please enter a value between 1 and 12)

Year
(Please enter a value between 2012 and 2015)

Don't Know

When did your State stop using these performance-based incentives?
Month
(Please enter a value between 1 and 12)

Year
(Please enter a value between 2012 and 2015)

Still being used
Don't Know

Thank you for completing this survey. The information you have provided will help FNS identify best practices and
provide guidance to State SNAP agencies and their staff to make their work easier and to better serve needy
families throughout the country.
How much time did you spend to complete this survey?
Minutes