Enabling people to apply for multiple benefits in an integrated way has proven to be an essential but difficult-to-achieve component of more accessible and equitable government service delivery. 

This session is a case study on the lessons learned through the design, development, and implementation of CiviForm, an open-source integrated benefits application tool. We discuss the key design decisions that enabled a resident-friendly unified application experience, along with the operational and technical practices developed to help successfully onboard programs in multiple governments. 

We share success stories from residents, community organizations, program offices, and IT departments, as well as present and future challenges. Finally, we look forward to promising opportunities enabled by integrated benefits applications, including increasing cross-enrollment, measuring and improving service delivery, and consolidating operational efforts across programs.