Using Web Technology for Public Program Enrollment: Assessing One-e-App in Three California Counties

The Lewin Group

One-e-App is a web-based tool designed to streamline enrollment in public programs such as Medi-Cal, Healthy Families, and other local and state health and social services programs without requiring family members to submit separate applications.

June 2009

One-e-App is a web-based tool designed to streamline enrollment in public programs such as Medi-Cal, Healthy Families, and other local and state health and social services programs. The automated process enables members of a family to apply for all of the programs for which they may be eligible without having to go to other locations or submit separate applications. It also identifies the programs that each family member might qualify for.

To assess the performance of One-e-App on a number of measures, the California HealthCare Foundation (CHCF) and The California Endowment (TCE) engaged The Lewin Group, a national health care and human services consulting firm, to examine One-e-App’s performance in three counties: Alameda, San Mateo, and Santa Cruz. This report summarizes the research findings.

Compared to the traditional paper-based system, One-e-App was found to offer several advantages, including:

  • A shorter application process
  • Reduced errors
  • Higher approval rates
  • Increased staff efficiency
  • Higher assistor satisfaction

The research also found that the benefits of One-e-App are not yet being fully realized. Challenges for the counties included an upfront investment of resources and training, and various technical problems such as navigating complex databases and using complicated interfaces across counties. The report identifies some policy and operational considerations that may enable the program to provide additional advantages to counties and applicants.

A CHCF summary report is available under Document Downloads. The complete report from The Lewin Group is available on their website through the External Link below.