New Hampshire launches tech upgrades for improved family assistance services

The House Finance Division of the New Hampshire Legislature convened on March 3, 2025, to discuss significant advancements in technology and operational efficiencies within the Bureau of Family Assistance (BFA). The meeting highlighted the ongoing efforts to improve service delivery and streamline processes for over 33,000 households currently in open cases.

A key focus of the discussion was the New Hampshire EASY system, a web-based self-service portal that allows users to apply for benefits, upload documents, and communicate with the BFA. This system has reportedly enhanced efficiency by enabling communication via text and email, which many clients have opted to use. The portal supports approximately one million transactions daily and is utilized by Medicaid providers to assist clients in determining eligibility for services.

The meeting also addressed various priority projects aimed at reducing error rates in the Supplemental Nutrition Assistance Program (SNAP) and improving user experience on the EASY platform. Additionally, the BFA is exploring a shift from a case-based processing model to a task-based model to better meet operational demands and challenges.

The involvement of Deloitte was discussed, as the consulting firm is conducting an analysis to identify potential changes and improvements within the BFA. The department is currently facing staffing shortages, which complicates the implementation of these changes. The discussion suggested that further automation and the potential use of artificial intelligence could play a role in enhancing operational efficiency.

As the meeting concluded, members acknowledged the need for additional time to delve deeper into the topics discussed, particularly regarding the implications of migrating long-term service support to Managed Care Organizations (MCOs). The BFA plans to return to the committee for further discussion on these critical issues, emphasizing the importance of continuous improvement in service delivery for New Hampshire residents.