our work
Application Tracker
Enabling Michigan residents to track their benefits applications, each step of the way
Each year, more than 2.5 million Michigan residents access public benefits to help put meals on the table, access affordable childcare, and ensure their families stay healthy
Civilla worked with the Michigan Department of Health and Human Services (MDHHS) to design a digital tracker that provides residents with clear, timely, and action-oriented information about their application status and next steps.
Our team conducted research with frontline staff, applicants, subject matter experts, and community partners to inform the tracker's easy-to-use design and technical feasibility. The new application tracker, inspired by Domino's pizza tracker, updates residents at key points throughout the process, from submission to determination.
Equipped with the information they need, residents can now apply with confidence and spend less time worrying about the status of their application. With fewer calls about case updates, frontline staff can focus on providing thoughtful service to residents.
impact stats
2.5M+
benefit recipients each year
60K
application tracker hits each week
14%
decrease in call volume to MDHHS support staff
This innovative tool will allow residents to know the exact status of their benefits application 24/7 and help them prepare for any next steps.
— Elizabeth Hertel, MDHHS director
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