Policy & Practice | Fall 2026

partnering for impact

By Nicole Acosta

Breaking Down Silos: How Data SAIL Is Building More Connected, Customer-Centered Services

F or individuals and families navi gating public benefits and services, getting the support they need can mean interacting with multiple agencies, programs, and systems. Too often, those systems do not communicate with one another, creating additional work for both the people seeking services and the staff supporting them. The Data & Impact State Action & Innovation Lab (Data SAIL) is helping states change that. Data SAIL is the implementation phase of the Aligned Customer Centered Ecosystem of Services & Supports (ACCESS) initiative, led by the American Public Human Services Association (APHSA) and the National Association of State Workforce Agencies (NASWA). ACCESS advances a vision in which health, human services, and workforce systems work together to create more coordinated, customer-centered experiences. Through Data SAIL, states are putting that vision into practice by developing data-enabled solutions that improve program operations and outcomes for individuals and families. Following a rigorous selection process, Kentucky, Maryland, and Nebraska were selected to partici pate in Data SAIL. While each state is tackling a different challenge, all three projects focus on breaking down barriers between programs, data, and systems for improved customer experi ences and community outcomes Bringing Together the Right Expertise Data SAIL convenes a robust eco system of collaborators throughout

In early 2026, APHSA and its technical assistance (TA) partners convened the three cross-sector state teams in Austin, TX to jumpstart team collaboration and cohort learning. CIC members led workshops on inte grating customer perspectives into projects, and co-developed project logic models with state teams. State teams continue to engage in cohort learning with APHSA and its TA partners. Kentucky: Connecting Referrals to Outcomes Through Data SAIL, the Kentucky Cabinet for Health and Family Services (CHFS) and Education and Labor Cabinet (ELC) are working together to understand how refer rals addressing social determinants

implementation. APHSA provides human services expertise and facilitates cross-state learning, while NASWA brings workforce expertise, state networks, and knowledge of employment and training programs. U.S. Digital Response (USDR) provides technical expertise to help states address complex digital, data, and operational challenges. Coleridge supports state agencies in strengthening their ability to use data effectively. The ACCESS Community Impact Council (CIC), made up of eight individuals with lived expertise accessing human services, brings an essential customer perspective to the work. CIC members engage with state teams through cohort calls and in person events to help ensure solutions reflect the experiences of people who navigate these systems.

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Policy & Practice Fall 2026