Archive: Andrés Argüello

Maryland’s One Benefits Application: A Case Study in People-Centered Modernization

by | Feb 24, 2026 |

Millions of Americans rely on public benefits to meet daily needs, yet unnecessary barriers and outdated technology too often make accessing help a struggle. GCPI’s People-Centered Digital Benefits Project highlights state innovations for modernizing benefits delivery systems to meet people’s needs.

In this case study, Visiting Fellow Andrés Argüello explores Maryland’s people-centered design approach to building the One Benefits application—which allows people to apply for multiple public benefits programs through a single, streamlined application—and the leadership, governance, and organizational structures that were critical to success.

How New York’s Customer Experience Office Helps Deliver People-Centered Services

by | Feb 18, 2026 |

Millions of people rely on public benefits programs to meet their basic needs, but outdated systems can make it difficult for families to access support. As states work to modernize public services, people-centered design offers a promising approach. Understanding how states translate principles into practice is essential for policymakers and administrators to create more effective public benefits systems. 

This case study, part of the Georgetown Center on Poverty and Inequality’s People-Centered Digital Benefits Project, highlights how the state of New York’s Office of Customer Experience is transforming service delivery by embedding customer-centered design across state agencies. This brief explores the leadership structures, community partnerships, and human-centered design practices that helped New York redesign Medicaid renewals, modernize WIC outreach, and streamline child care assistance – offering lessons and practical strategies for other states. 

Building Public Capacity to Deliver People-Centered Services: A Case Study of Massachusetts

by | Nov 5, 2025 |

Millions of Americans rely on public benefits to meet daily needs, yet unnecessary barriers and outdated technology too often make accessing help a struggle. GCPI’s People-Centered Digital Benefits Project highlights state innovations for modernizing benefits delivery systems to meet people’s needs.

Massachusetts offers a particularly powerful example of people-centered public benefits modernization. In this case study, Visiting Fellow Andrés Argüello profiles the creative, multi-pronged effort of the Massachusetts Digital Service to build public-sector capacity across state government. Massachusetts is helping state agencies improve their digital services and ensuring that the people designing and overseeing delivery of digital benefits are the same people who hear from residents, spot system failures, and are held accountable for fixing them.

Introducing the People-Centered Digital Benefits Project

by | Sep 17, 2025 |

Millions of Americans rely on public benefits to meet daily needs, yet outdated delivery systems and unnecessary barriers too often make accessing help a struggle. GCPI’s new People-Centered Digital Benefits Project highlights state innovations and the lessons they offer for creating modern benefit delivery systems that meet people’s needs. In this post, Visiting Fellow Andres Arguello previews the project, which will showcase proven models that are fast, fair, and dignified. We will make the successes visible and replicable, providing practical resources for policymakers, agency leaders, and practitioners.