TY - JOUR
T1 - "We Live in a Technological Era, Whether You Like It or Not"
T2 - Client Perspectives and Online Welfare Applications
AU - Hetling, Andrea
AU - Watson, Stevie
AU - Horgan, Meghan
N1 - Funding Information:
The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This research was funded by grants to the lead author from the Rutgers University Research Council and the Bloustein School Research Fund.
PY - 2014/7
Y1 - 2014/7
N2 - A growing number of state welfare agencies are using the Internet to communicate with potential and current clients. Although public management benefits are clear, little is known about client perspectives. This mixed-methods research project examines the topics of application security, reliability, appropriateness, and ease of use, and personal experiences of potential users to understand opinions of online welfare applications. Focus group findings highlight direct benefits, such as speed and ease of use, and indirect benefits, such as holding caseworkers accountable and avoiding unpleasant office conditions. Study participants also identified exceptions like emergencies and applicants with special needs. Despite mixed feelings, many participants preferred online applications to in-person, worker-led eligibility interviews.
AB - A growing number of state welfare agencies are using the Internet to communicate with potential and current clients. Although public management benefits are clear, little is known about client perspectives. This mixed-methods research project examines the topics of application security, reliability, appropriateness, and ease of use, and personal experiences of potential users to understand opinions of online welfare applications. Focus group findings highlight direct benefits, such as speed and ease of use, and indirect benefits, such as holding caseworkers accountable and avoiding unpleasant office conditions. Study participants also identified exceptions like emergencies and applicants with special needs. Despite mixed feelings, many participants preferred online applications to in-person, worker-led eligibility interviews.
KW - TANF
KW - e-government
KW - online applications
KW - welfare modernization
UR - http://www.scopus.com/inward/record.url?scp=84901438995&partnerID=8YFLogxK
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U2 - 10.1177/0095399712465596
DO - 10.1177/0095399712465596
M3 - Article
AN - SCOPUS:84901438995
SN - 0095-3997
VL - 46
SP - 519
EP - 547
JO - Administration and Society
JF - Administration and Society
IS - 5
ER -