Promoting Digital Equity by Automating Enrollment in Consumer Support Programs

Lifeline and the now defunct Affordable Connectivity Program have helped millions of families afford Internet services that support online learning, remote work, and access to telehealth, among many other uses linked to social and economic wellbeing. However, individuals and families entitled to receive these benefits often have to navigate a complex web of procedures to demonstrate eligibility, enroll in the program and receive services. These obstacles are collectively referred to as administrative burdens, and impose a variety of costs that ultimately deter eligible individuals and families from applying in the first place or prevent them from receiving benefits in a timely and uninterrupted manner. In this study, we examine two initiatives to automate eligibility certification for programs that offer support for telephony and Internet services for low-income families: the National Verifier system developed by Universal Service Administrative Company and the “CalFresh Confirm” system implemented by the California Public Utilities Commission (CPUC). Overall, the results suggest that automation has the potential to promote program uptake and reduce administrative burdens.