The state of Delaware is responsible for administering SNAP and Medicaid benefits to hundreds of thousands of Delawareans. As federal policy changes under H.R. 1 reshape program requirements, DHSS is undertaking a crucial effort to overhaul how it communicates with state residents. Notices—including eligibility determinations, requests for information, and renewals—define key milestones in a client’s benefits journey. Notices determine whether clients understand their rights and responsibilities and what actions they need to take to maintain their benefits without interruption.

PPL will partner with DHSS to redesign a priority set of SNAP and Medicaid notices in English and Spanish by January 2027, when new federal Medicaid work and community engagement requirements take effect. Through human-centered research, iterative prototyping, and a phase of monitoring and evaluation, we will develop notices that improve client comprehension while meeting new H.R.1 compliance requirements. Building on this initial work, PPL will develop a scalable content-design system and expand the approach to a broader suite of SNAP and Medicaid notices during the first half of 2027. Improving the consistency, accessibility, and efficiency of Delaware’s public benefits communications will support the reduction of SNAP payment error rates and allow crucial benefits to be administered to Delawareans as intended.