Examining the potential of information technology to improve public insurance application processes: enrollee assessments from a concurrent mixed method analysis

Abhay Nath Mishra
Patricia Ketsche
James Marton
Angela Snyder

To learn more about the Andrew Young School of Policy Studies and GHPC, visit https://aysps.gsu.edu/ and https://ghpc.gsu.edu


To assess the perceived readiness of Medicaid and Children’s Health Insurance Program (CHIP) enrollees to use information technologies (IT) in order to facilitate improvements in the application processes for these public insurance programs. We conducted a concurrent mixed method study of Medicaid and CHIP enrollees in a southern state. We conducted focus groups to identify enrollee concerns regarding the current application process and their IT proficiency. Additionally, we surveyed beneficiaries via telephone about their access to and use of the Internet, and willingness to adopt IT-enabled processes. 2013 households completed the survey. We used χ2 analysis for comparisons across different groups of respondents.