In 2023, the State of Arkansas embarked on a mission to modernize its outdated and fragmented service delivery systems. As part of this digital transformation, Arkansas needed to ensure that the solution would be compatible with a variety of strategic state initiatives.
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In 2023, the State of Arkansas embarked on a mission to modernize its outdated and fragmented service delivery systems. A key component of this transformation was CiviForm, an open-source platform designed to streamline government services, starting with the Workforce Innovation and Opportunity Act (WIOA) programs and expanding to other essential services. This effort is part of a broader strategy to ensure services are accessible, responsive, and equitable, especially for underserved communities.
Arkansas residents, particularly those in underserved communities, faced challenges with a fragmented and paper-based application process for accessing essential services. Recognizing these barriers, Arkansas set out to create a centralized digital solution that could address gaps in accessibility and usability.
As part of this digital transformation, Arkansas needed to ensure that the solution would be compatible with a variety of strategic state initiatives, including the Arkansas Workforce Strategy, the Arkansas WIOA Combined State Plan, and the Healthy Moms, Healthy Babies program, which is a strategic effort focusing on improving maternal health.
This alignment with existing state strategies ensured that the digital transformation would be sustainable and aligned with broader goals for workforce development, public health, and economic empowerment.
Arkansas’ collaboration with community-based organizations, workforce development agencies, and technology experts was pivotal in ensuring the system was adaptable to the diverse needs of the state’s residents. The involvement of Community Navigators—formerly known as Trusted Intermediaries—was particularly important in guiding underserved residents through the digital application process, especially in communities with low digital literacy.
Arkansas also worked closely with federal partners to ensure interoperability between the state’s digital platform and national protocols, facilitating smooth document submissions and reuse of forms.
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The Arkansas team worked to adapt CiviForm’s open-source platform to meet the state’s specific needs, ensuring it was compatible with key initiatives such as the WIOA programs and maternal health services. The platform needed to support:
Through a close feedback loop with community stakeholders and subject-matter experts, the team ensured the platform would be accessible, user-friendly, and aligned with the broader goals of Arkansas’ strategic plans.
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The CiviForm platform was successfully launched to support Arkansas’ WIOA workforce programs The initial success of these programs validated the approach and provided the state with a robust foundation to expand services across other areas. The inclusion of the document locker functionality streamlined the submission process for residents, allowing them to upload necessary documents before completing applications—saving time and reducing administrative delays.
Over 20 user testing sessions and several training sessions for program administrators provided invaluable feedback from both residents and service providers. This iterative approach allowed Arkansas to refine the system based on real-world feedback, ensuring continuous improvement.
As Arkansas expands its services, CiviForm’s open-source framework will remain at the heart of its strategy. The system’s flexibility will allow the state to easily add new services, including those related to maternal health and Social Determinants of Health (SDOH). The close collaboration with community partners and ongoing alignment with state strategies ensures that Arkansas’ digital services will continue to meet the evolving needs of residents.
