000			01639pab a2200193 454500
008			180718b2013 xxu||||| |||| 00| 0 eng d
100			_aHeflin, Colleen M.
245			_aClients' perspectives on a technology - based food assistance application system
260			_c2013
300			_ap.656-673.
362			_aNov
520			_aThe expansion of e-government is reshaping how disadvantaged groups access the social safety net, yet very little is known about clientsﾒ experiences with modernized systems. We examine client experiences applying to the Supplemental Nutritional Assistance Program in one state that has recently moved to an ﾓonline-onlyﾔ system. Overall, more than half of the 26 applicants stated a preference for the traditional caseworker model, even though some of them identified benefits to the modernized, online system. Based on respondentsﾒ experiences, we identified four points where the system proved problematic for applicants: (a) Accessing the call centers; (b) completing an eligibility interview; (c) using the paperless system to submit documentation; and (d) obtaining personal assistance to complete the application materials. Findings are relevant for state administrators of social safety net programs, e-government researchers in the public management and public administration fields, and social stratification researchers interested in how institutional processes influence patterns of inequality. - Rep
650			_aFood supply
700			_aMueser, Peter R.
700			_aLondon, Andrew S.
773			_aAmerican Review of Public Administration
908			_aN
909			_a103249
999			_c103245 _d103245