Modernized Benefits Access and Case Management Platform
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Arizona

Modernized Benefits Access and Case Management Platform

The Arizona Department of Economic Security (DES) serves underemployed and unemployed residents through programs that historically relied on paper-based processes — its child-care assistance program, for example, had no online application, requiring applicants to print, hand-complete, and deliver forms by mail, fax, or in person. Limited staff capacity and case backlogs across unemployment insurance, SNAP, and Temporary Assistance for Needy Families (TANF) programs further constrained the department's ability to serve clients promptly. Data was also fragmented across programs, making it difficult to see a complete picture of a client's journey through the department.

Year added2026
Status as of Spring 2026Planning
Primary AgencyHealth & Human Services
Approach and SolutionDES built A-to-Z Arizona, a self-service client portal developed in partnership with Salesforce, and is layering AI into its child support application. A virtual policy assistant trained on child-care policy and procedure data lets staff ask policy questions and receive answers with source references for verification, and a case analysis assistant is in development to summarize case information and suggest next steps. DES is also preparing to deploy Agentforce to help address backlogs in unemployment insurance, SNAP, and TANF interview processes, with humans kept in the loop where needed.
Tags
  • Data / Data Sharing
Who it ServesBoth (Staff and The Public)
Area of ImpactHealth & Human Services
AI Technology TypeMultiple
Level of Human OversightAI-assisted decision (human review required)

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