Rapid Response for Health and Human Services Agencies

Building resilience amid disruption in Federal, State, Local Services

Understanding COVID-19’s Impact on Health and Human Services

Across all levels of government, public servants now serve on a crucial front line – striving to protect our nation’s most vulnerable populations in the battle to recover from the COVID-19 global pandemic.

State and local health and human services agencies must keep up with unprecedented service demands and delivery challenges. They are ramping up unemployment insurance services, eligibility and enrollment operational support, payment distribution methods, health insurance options and nutritional support services.

Challenges Now and in the Future

  • Clearing backlogs and scaling up quickly to meet sudden service demand surges

  • Responding to surging benefit program demands

  • Ensuring privacy, security, and trained constituent response experts

  • Maintaining the efficiency of mission-critical operations

How We Help

Conduent is committed to helping agencies meet their mission-critical operational requirements.  Our solutions target below areas structured to help agencies quickly and efficiently respond to pandemic-related service demands.

Pandemic-Resilient Payment Services

Keep up with constituent service demands, provide immediate assistance with emergency funds allotted through the Families First Coronavirus Response Act of 2020, enable online SNAP shopping, keep child support payments flowing, provide unemployment insurance (UI) card disbursements, and more.

Unemployment Insurance Application Center Response Services

Agile contact centers can quickly respond to growing service demands. Build or expand contact centers, and support rapid changes to contact flows, qualification criteria, IVR dialogs, and other operational processes. We can quickly train and deploy CSR agents to address pressing contact center needs.

We Can Help You Navigate:

  • Pandemic EBT
  • Benefit programs such as TANF, SNAP, WIC and others
  • Online Purchasing Programs (OPP)​
  • Unemployment Insurance​ support services
  • Emergency Cash Disbursements (EBT/prepaid)​
  • Call center staff and operations
  • Electronic Childcare​ (ECC)
  • Digitization

Evidence of Our Support in Uncertain Times

  • 20+ years

    of EBT experience

  • Handling 10 million cases every month

    half of the U.S. EBT market

  • Reduced 27,000

    SNAP and TANF backlog cases for a state with a quick turn around

  • Processed 1.5+ billion

    EBT transactions worth $31 billion in 2019

  • Helped reduce backlog of 170,000

    Federally Facilitated Marketplace (FFM) eligibility application renewals in a four-month support services project

  • Processed 1,840 Medicaid requests

    in just four days for a Midwest state

Contact Tracing as a Service

Community response to help public health agencies minimize the spread of COVID-19

Learn More

Related Insights

About Conduent Public Services

Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 11 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $17 billion in savings from medical bill review of workers compensation claims, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction.

Please reach out to us about your agency’s immediate requirements during the crisis. Email publicservices@conduent.com to learn more about how we can help.

Request a demo of our Maven COVID-19 module

Request Demo