Policy & Practice | Fall 2024

TODAY’S EXPERTISE FOR TOMORROW’S SOLUTIONS

www.aphsa.org

contents

Vol. 82, No. 3 Fall 2024

features

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Framing the Future Executing New Mexico’s Blueprints for a Reimagined Medicaid Program

Emerging Technology and Process Innovation Modernizing for the Future of Human Services

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The Next Generation of Eligibility Operations Improving Performance and the Customer Journey Beyond Integrated Eligibility Systems

Paving the Road to ACCESS Early Insights from the Aligned Customer-Centered Ecosystem of Supports & Services (ACCESS) Initiative

departments

4 Partnering for Impact

8 Workforce of the Future

32 Technology Speaks

Synchronizing Program Vision with Technical Innovation to Shape Future Frameworks for Government Agencies

How AI integration Is Transforming Service Delivery: Agencies Integrating

Modernizing Integrated Eligibility: Pathways to Success

GenAI with Other Automation Tools—and Human Judgment

34 Technology Speaks

6 Partnering for Impact

Artificial Intelligence in Action: Key Lessons Learned Over Eight Years in Production

28 From Our Partners

One Year with Artificial Intelligence: What the Illinois Department of Children and Family Services Learned About Natural Language Processing

Empowering Government to Deliver Experience-Driven Outcomes for Human Services Agencies

37 Staff Spotlight

Raneem Karboji, Policy Coordinator

30 From Our Partners

Staff Spotlight Blake Turpin, Process Innovation Associate

GenAI in Child Welfare Redux: Making the Knowable Known

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Fall 2024 Policy & Practice