“We Live in a Technological Era, Whether You Like It or Not”

• Author: Stevie Watson,Meghan Horgan,Andrea Hetling
• DOI: 10.1177/0095399712465596
• Published date: 01 July 2014
• Date: 01 July 2014
• Subject Matter: Articles

Administration & Society

2014, Vol. 46(5) 519 –547

© 2012 SAGE Publications

DOI: 10.1177/0095399712465596

aas.sagepub.com

465596AAS46510.1177/0095399712465

596Administration & SocietyHetling et al.

© 2012 SAGE Publications

1Rutgers, The State University of New Jersey, New Brunswick, USA

2University of Dayton, OH, USA

Corresponding Author:

Andrea Hetling, Bloustein School of Planning and Public Policy, Rutgers, The State University of

New Jersey, 33 Livingston Avenue, New Brunswick, NJ 08901, USA.

Email: ahetling@rutgers.edu

“We Live in a Technological

Era, Whether You Like It or

Not”: Client Perspectives

and Online Welfare

Applications

Andrea Hetling1, Stevie Watson2,

and Meghan Horgan1

Abstract

A growing number of state welfare agencies are using the Internet to com-

municate 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 con-

ditions. Study participants also identified exceptions like emergencies and

applicants with special needs. Despite mixed feelings, many participants pre-

ferred online applications to in-person, worker-led eligibility interviews.

Keywords

welfare modernization, TANF, online applications, e-government

Article

520 Administration & Society 46(5)

Introduction

To administer government services more efficiently and effectively to citi-

zens, many state welfare agencies are “modernizing” their programs.

Modernization has come to mean a number of different efforts, including

policy changes, changes in organizational structures and administrative func-

tions, increased partnering arrangements and networks, and technological

innovations (Rowe et al., 2010). Although states often view these as inter-

connected, technological advances using the Internet as a communication

tool uniquely affect the way clients and potential clients interact with their

welfare agencies and represent a fundamental change from the traditional

caseworker–client relationship. An increasing number of agencies now use

the Internet to simplify the client application process through such measures

as informing clients about available programs and screening individuals for

program eligibility (Cody, Nogales, & Martin, 2008; Schott & Parrott, 2005).

In doing so, agencies have the potential to reduce administrative costs,

improve caseload management, and increase client accessibility to services.

As of May 2012, 29 states provide online applications for Temporary

Assistance for Needy Families (TANF) and a total of 41 states have at least

one benefit program with an online application (Center on Budget and Policy

Priorities [CBPP], 2012).

Given the relative newness of online applications, research on the topic is

limited. Although management benefits are clear, effects on clients are poorly

understood. On one hand, the use of online applications for public assistance

programs can potentially reach a wider range of current and prospective cli-

ents, reduce the need for in-person visits with caseworkers, and address cli-

ents’ questions on eligibility and application status faster. On the other hand,

applicants may view the online application process to be impersonal, difficult

to use, unreliable, or insecure, and thus the use of the Internet may pose a

barrier to applying for benefits. The assumption is that if websites are user-

friendly, then success is more likely. However, this proposition has not been

thoroughly investigated.

This research project examines the perspectives of clients and potential

clients regarding the use of online applications for TANF, popularly referred

to as welfare. The motivation behind the project is based on the possibility

that a mismatch exists between client needs and preferences and the design

and use of technological advances. Welfare program administrators and pol-

icy makers require more information on client perspectives in order for the

Internet to be used in ways that complement clients’ needs. Using a multidis-

ciplinary approach, the current research integrates theories and research