Abstract In the fiscal year (FY) 2019, the US federal, state, and local Government agencies spent about $2.5 Trillion on various social and safety net programs,1 which included Social Security, Medicare, Medicaid, and the Supplemental Nutrition Assistance Program (SNAP) and other programs that assist low income families. Tens of millions2 of customers apply for these benefits every year. The enrollment can include a complex application, claims, eligibility, enrollment, and adjudication processes. In most cases, beneficiaries have to wait several weeks before their cases are approved due to the high-volume of these applications. Additionally, it takes a large work force to review and process these applications which are submitted multiple ways, such as web, mail-in, or contact center communications. This paper discusses some of the challenges with this overall process and outlines a framework to enhance the customer experience using the Amazon Web Services (AWS) cloud, Artificial Intelligence (AI) / Augmented AI (A2I), and Machine Learning (ML) technologies.
