Leveling the Playing Field: How Self-Service Tools Foster Equity 

Public benefit programs serve people from all walks of life - from diverse socio-economic backgrounds, geographies, races, and ethnicities - offering support as they navigate life's various challenges. Despite being designed to offer much-needed assistance, these programs often inadvertently contribute to the very disparities they aim to alleviate. Accessibility of services can be riddled with systemic obstacles, ranging from bureaucratic red tape, inconvenient service delivery models, logistical barriers, to complicated application processes, making it disproportionately challenging for the most vulnerable individuals to access them.  

Equity, in the context of public benefit programs, means providing everyone - irrespective of their socio-economic status, race, or geographic location - equal access to services. However, achieving this is easier said than done. Existing inequalities, especially among those in dire need of these benefits, often serve as roadblocks. Lack of access to resources, limited awareness about these programs, and the often-complicated application process make the experience more difficult for some compared to others. 

In today's rapidly evolving digital age, technology has the power to transform lives, bridge gaps, and promote equity in ways previously unimaginable. One of the domains that has seen a remarkable transformation due to technology's inclusion is public benefit programs such as Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), Unemployment Compensation, Medicaid, and Child Support (among others). Traditionally characterized by bureaucracy, paperwork, and tedious processes, these programs can now be revolutionized with Diona’s systems of engagement solutions.   

The Rise of Mobile Tools 

Mobile devices have become part of everyday life for most people, a necessity for some. The functions and applications available on mobile devices are designed to provide convenience and choice for consumers across many sectors. In the world of public benefits programs, mobile solutions are a game changer. According to a 2021 Pew Research Report, approximately 85% of Americans own a smartphone. The same report indicates that, “Reliance on smartphones for online access is especially common among younger adults, lower-income Americans,” many of whom may fall into the demographics of some of these important safety net programs. 

For public programs, however, the advantages of mobile solutions go far beyond convenience. They are emerging as a powerful means to promote equity in access to critical services that are needed to support families and individuals. To meet these individuals where they are, Diona solutions provide critical features that support their interactions with program requirements. The result, a sense of transparency, trust and empowerment that serves as a catalyst for economic mobility.  

Driving Equity through Mobile Solutions 

Diona solutions provide robust capabilities that can reach wider audiences. By leveraging the mobile channel that is already in the hands of potential beneficiaries, Diona solutions provide an opportunity to reach people where they are, when they need it. Some of the benefits of Diona solutions include:    

• Flexibility: People can access services at their convenience, eliminating the need to take time off work or arrange for childcare to visit a physical office. This saves time and money, freeing them up to focus on the important things in life like work and quality time with their family. 

• Transparency: Diona solutions empower individuals by making transparent the traditionally opaque processes. Clients can track the status of their applications in real-time, get timely notifications about upcoming deadlines, and have all the information they need at their fingertips. 

• Informative: Clients always know when they have an appointment, when a deadline is looming, and what is required of them. Diona solutions provide standard alerts, notifications, and scheduling tools designed to support clients in their interactions with human services programs.  

With a commitment to making the world a better place, Diona is creating mobile solutions for people who rely on public benefits. By providing beneficiaries with a user-friendly and accessible platform to navigate their benefits, Diona is working to bring the power of mobile and digital efficiency to the underserved. 

The Promise of Equity 

While the journey to equitable access to public benefits is a long one, the rise of self-service mobile solutions is a promising step forward. By promoting accessibility, convenience, and transparency, these solutions can play a significant role in leveling the playing field. 

We are just scratching the surface of what these solutions can do. As they continue to evolve, it is essential for developers, policymakers, and program administrators to keep equity at the forefront of their design and implementation strategies. As we have seen at Diona, when technology is harnessed with an unobstructed vision of client service and equity, it can be a powerful driver of positive change. 

The promise of equity supported by digital technology is immense, and with the continued partnership of development of user-centric self-service mobile solutions, we can look forward to a more inclusive and equitable future in public benefits access.