AI promotes accuracy and efficiency in SNAP benefits determination

This interview of Maximus technology solutions expert David Crowson by Nina Jacobs was featured in Government Technology Insider.

Accurate determination of eligibility and benefit amounts has always been crucial to the administration of programs like the Supplemental Nutrition Assistance Program (SNAP). But upcoming federal changes to the program will put additional pressure on states to get these calculations right the first time. Beginning in October 2027, states will be responsible for a portion of SNAP benefit amounts, with programs with error rates exceeding 6 percent paying a progressively higher share. Today, we explore how AI and automation are helping state agencies increase accuracy and efficiency to meet these requirements and enable fast, fair, and accurate decisions at scale.

From correction to prevention

Quality control in programs like SNAP has traditionally been reactive, triggered when a discrepancy is noticed. Under the new federal requirements, many states are putting greater emphasis on preventing errors, rather than correcting them after they occur. “For federal programs, accuracy is about three things: the stewardship of public funds, the fairness to households, and public trust,” said David Crowson, Vice President of Business Solutions at Maximus.

As states shift toward proactive prevention, they can employ technology like AI and automation to help identify risk and detect inconsistencies in real time throughout the eligibility determination process before they become errors downstream. A technology-based accuracy support solution can support quality by summarizing interviews, comparing entered data against verification documents, and presenting curated policy guidance and job aids to staff as needed. 

Accuracy solutions free up staff for higher-level activities

SNAP eligibility workers across the country make tens of thousands of decisions each day, reconciling data from multiple sources to determine eligibility. Throughout the determination process, errors most often arise from cross-document inconsistencies and gaps in data. Crowson gave the example of an applicant who submits wage stubs for their employment and verbally reports their income, with each source stating a slightly different amount. With today’s eligibility systems, the onus is on state staff to catch the discrepancy and verify the information. 

A modern accuracy solution incorporating AI and automation can extract data from multiple documents in real time and flag inconsistencies for a worker to review. “We should think about technology as something that’s always ready to assist,” said Crowson. “It’s going to surface the right information at the right moment, which allows workers to focus on tasks that need judgment instead of hunting through case files.” Over time, these solutions can help programs identify patterns in frequent errors, so states can develop systematic ways to prevent them earlier in the process.

Technical requirements to streamline decision-making

Crowson recommends that states look for a cloud-hosted solution that can connect to and process data from multiple repositories. And to better support state employees and streamline eligibility determination, the solution should be embedded within the ecosystem so that it can integrate fully with everyday workflows. Finally, a forward-looking element: states should invest in a solution that can be easily reconfigured based on policy changes, scale, and citizens’ needs.

Accuracy solutions reduce costs and improve outcomes

Investing in new technology to lower costs may seem counterintuitive, but Crowson warns that the cost shifts from the new changes to SNAP could even impact other state programs if funding is redirected. “Right now, there’s a cost of doing nothing,” he explains. “Every time the technology solution catches and corrects an inconsistency, it eliminates a potential penalty. There’s a tangible return on investment in preventing errors as you go, before benefits are issued, and avoiding rework.” 

For SNAP, accuracy is both a complexity and a volume challenge. With the right investments, states can reduce administrative burdens, strengthening their programs and ensuring the correct amount of benefits reach those who need them.