In the fiscal year 2019, the US federal, state, and local government agencies spent approximately $2.5 trillion on various social and safety net programs, which included Social Security, Medicare, Medicaid, Supplemental Nutrition Assistance Program (SNAP), and others, that assist low-income families. (Source: https://www.cbpp.org/research/federal-budget/where-do-our-federal-tax-dollars-go) Tens of millions of customers apply for these benefits every year. (Source: https://www.medicaid.gov/medicaid/program-information/medicaid-and-chip-enrollment-data/report-highlights/index.html) The enrollment can include complex eligibility determination and adjudication processes. In most cases, beneficiaries have to wait several weeks before their cases are adjudicated due to the high volume of applications. Additionally, it takes a large work force to review and process these applications which are submitted multiple ways (for example, web, mail-in, or contact center communications).
