In today’s rapidly evolving technological landscape, government programs are increasingly relying on digital solutions to streamline their operations. While this shift brings numerous benefits, it also introduces new challenges in maintaining program integrity.

This blog post is drawn from a presentation given by Neighborly Software co-founder and President Jason Rusnak on a panel about Protecting Program Integrity at NSCHA 2024. It explores the impact of technology on government programs and discusses strategies to protect program integrity effectively.

Jason Rusnak alongside Daniel Delfino, Greg Blake, and Jonathan Hilliker at the Protecting Program Integrity panel at NCSHA ‘25
Neighborly Software President, Jason Rusnak (far right) alongside Daniel Delfino, Greg Blake, and Jonathan Hilliker at the Protecting Program Integrity panel at NCSHA ‘25

The Technology Impact on Government Programs

Easier Deployment & Administration

The adoption of technology in government programs has led to significant improvements in several areas. Application processes have been streamlined, making it easier for applicants to access services. Program administrators have seen increased efficiency in their day-to-day operations, allowing them to manage resources more effectively. Additionally, the overall accessibility of programs has been enhanced with features like screen reader compatibility, colorblind assistance, and language translation, ensuring that more people can benefit from these crucial services.

New Risks to Program Integrity

However, the digital transformation has also introduced new risks that must be carefully managed. There is an increased potential for fraud and abuse as bad actors find new ways to exploit digital systems. Data security vulnerabilities have become a major concern, with the need to protect sensitive information from breaches and unauthorized access. Moreover, verifying applicant eligibility has become more challenging in a digital environment, requiring new methods and tools to ensure program integrity.

Growing Threat of Fraud

Fraud in government programs has become a growing concern as digital systems become more common. Criminals have exploited vulnerabilities, using stolen identities and falsified documents to steal millions in relief funds. For example, a massive data breach revealed last month exposed 2.9 billion personal records, including Social Security numbers, putting countless individuals at risk. Additionally, over $280 billion—10% of all COVID-19 relief funds—was fraudulently claimed, highlighting the need for stronger oversight. Protecting against both external fraudsters and internal risks is crucial to maintaining program integrity.

Balancing Urgency with Accountability

One of the key challenges in program administration is striking the right balance between two competing priorities. On the one hand, there is a pressing need to quickly deliver funds to vulnerable populations who require immediate assistance. On the other hand, it’s crucial to prevent fraud, waste, and abuse to avoid repayment liabilities and maintain public trust. This balancing act between cybersecurity and efficiency requires a comprehensive approach to program integrity that addresses risks from all angles.

Addressing Cybersecurity Risks from All Angles

Threats from External Bad Actors

Traditionally, program integrity efforts have focused on external threats. These include fraud attempts, identity theft, and manipulation of eligibility criteria. While these remain primary concerns in program oversight, it’s important to recognize that they are not the only risks to program integrity.

Internal Risks Often Overlooked

Internal threats can be just as damaging to program integrity but are often overlooked. These risks can come from insider threats posed by employees or contractors who misuse their access to systems or data. Improper approvals, whether intentional or due to negligence, can also compromise program integrity. It’s crucial to recognize that internal oversight is just as important as protection against external threats.

How Neighborly Software Protects Program Integrity and Remains Top-of-Class in Cybersecurity

At Neighborly Software, we’ve developed a two-layer approach to combat both external and internal cybersecurity threats to program integrity.

Layer 1: Combatting External Bad Actors

We employ a range of advanced security measures:

  • FedRAMP data centers
  • Data encryption at rest and in transit
  • Multi-factor authentication
  • Annual SOC 2 Type II Certification
  • Advanced security tools (Microsoft Defender, Cloudflare, CrowdStrike)
  • Fraud Dashboard featuring:
    • Identification of cases with duplicate information (IP Address, SSN, addresses, phone, email)
    • Suspicious attachment metadata analysis
    • Application submission time analysis

Layer 2: Combatting Internal Bad Actors

Our internal security measures include:

  • Principle of least privileges
  • Separation of duties between case managers and QC reviewers
  • Multi-step draw approval process
  • Comprehensive case audit log
  • Detailed data field audit log

By implementing this multi-layered approach, Neighborly Software helps government programs maintain their program integrity while efficiently serving their communities. As technology continues to evolve, so too will our strategies for upholding cybersecurity and protecting the programs that are so vital to the population.

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