Privatization & Modernization

NCLEJ and Colleagues Seek Improvements in Texas Call Center Initiative (2006)

Texas Integrated Eligibility and Enrollment System. The Texas Integrated Eligibility and Environment System is a major cost-cutting initiative that is intended to change the way that low-income people access public benefits, including Food Stamps, Medicaid, cash assistance and the Children's Health Insurance Program. The state launched a pilot in early 2006.

Individuals apply for benefits primarily by phone, over the internet, or by fax. Staff at privately operated call centers handle application processing. The system relies on a massive new computer system, TIERS, that is not yet fully operational. The Texas model is based on the untested assumption that community organizations will donate staff time to help people navigate this new system. As part of the initiative, the state will ultimately close up to one-third of the local welfare offices where people have typically applied for benefits and will significantly reduce agency staff.

Early in 2006, Center staff met with federal Food Stamp officials to urge them to require Texas to examine the project's effect on those with disabilities and limited English proficiency. After numerous problems persisted in the first two pilot counties, federal officials raised strong concerns and the state has delayed further roll-out of the system until problems can be fixed. NCLEJ is working with the Center on Public Policy Priorities.