our work

Project One Day

Building a one-day application process for Michigan’s largest benefit programs

It often takes 20+ days for Michigan residents to get approved for public benefits, adding instability in a moment of crisis for 2.5 million people each year

Civilla partnered with the Michigan Department of Health and Human Services (MDHHS) to redesign the complex process, with the goal of making it possible to determine benefits eligibility in a single day.

The team conducted human-centered research to deeply understand the needs of both frontline staff and residents. By focusing on underlying policy and business process changes, we developed a streamlined process that made same day determinations possible for Michigan's largest benefits programs.

After an initial pilot that tracked over 800 cases using the new process, Civilla worked with managers and leaders in local offices across Michigan to adopt the streamlined process. The phased implementation was also supported by a customized training program.

While outcomes were not sustained due to pressures from the COVID-19 pandemic, One Day demonstrated what's possible when states establish a higher bar for what is considered to be normal and accepted when serving low-income residents.

the impact

50%

of applications were determined within one day

>90%

of applications were registered in two hours or less

15%

increase in resident responses to calls

30%

of income verifications streamlined through third-party data

I applied Wednesday night and I got a call the next morning. I was so surprised! It usually takes at least a week. I was so excited and happy that I got an answer right away! A week can feel like forever if you are in crisis.

Resident, Michigan