New Statewide CDPAP Survey Shows PPL Strengthening Care, Transparency, and Support Across New York

By PPL on February 10, 2026

Responses from just under 95,000 consumers, designated representatives, and personal assistants across New York state represents the largest source of feedback since completion of the historic statewide transition

Results show strong satisfaction with PPL’s service, customer support, and language access, including improvements from prior May 2025 survey

Respondents praised timekeeping systems, stronger benefits, and improved transparency compared to prior fiscal intermediaries (FIs)

See recent coverage in Empire Report.

LATHAM, NEW YORK – Public Partnerships LLC (PPL), the statewide fiscal intermediary for New York’s Consumer Directed Personal Assistance Program (CDPAP), today released results from its January 2026 survey, representing the largest comprehensive set of data collected since the historic statewide transition to a single fiscal intermediary. The results are clear, showing nearly one year into serving as New York’s sole CDPAP fiscal intermediary, PPL is delivering strong satisfaction.

“This survey gives voice to the people who rely on CDPAP every day, and the results are clear: when you invest in strong systems, clear communication, and robust support channels, it makes a real difference,” said Miki Kapoor, CEO of PPL. “We took on this transition knowing it would be complex, but our focus has always been on ensuring quality care and bringing accountability to the program. Hearing directly from the people we serve that those efforts are working is incredibly meaningful.”

The survey received an overwhelming 94,870 responses statewide—the largest CDPAP satisfaction survey since the transition—including responses from 38,385 consumers and designated representatives and 56,485 personal assistants (PAs). The results provide the most detailed picture yet of participant experience with PPL as the statewide fiscal intermediary and demonstrate even higher ratings compared to PPL’s survey in May 2025.

Key Survey Findings:

  • Overall satisfaction is 4.31 out of 5, up from 4.04 out of 5 in May 2025.
  • Satisfaction with PPL’s timekeeping systems increased as well at 4.39 out of 5, up from 4.27 out of 5 in May 2025.
  • Respondents consistently praised PPL’s Time4Care mobile app, ease of clocking in and out, and improved visibility into hours and authorizations compared to prior fiscal intermediaries.

The survey also highlights prior gaps in services and oversight that existed under the previous model. Today, PPL has shown that administering CDPAP in alignment with established requirements is strengthening the integrity and sustainability of the program and improving experiences for those who rely on it. By standardizing processes and consistently applying required controls, PPL is increasing transparency, accountability, and access to essential tools—many of which were inconsistently available under the prior system.

“For the first time, we have comprehensive statewide data showing how consumers and personal assistants are experiencing CDPAP with PPL as we approach the one-year mark of assuming our role as the single fiscal intermediary,” said Patty Byrnes, Vice President of Government Relations at PPL. “The survey results reflect not only strong satisfaction with service and support, but also improvements in education and program integrity that were not possible under the old, fragmented system. This feedback will help guide our work as we continue strengthening the long-term sustainability of CDPAP.”

The results also demonstrate PPL’s commitment to strengthening careers in caregiving, enabling many CDPAP personal assistants to access employer-sponsored insurance and benefits for the first time. Under the previous CDPAP structure, health insurance and benefits were offered inconsistently to PAs across the hundreds of fiscal intermediaries operating in the program. Over 1/3 of respondents said their prior FI offered no benefits of any kind. Now, PPL is providing PAs with competitive wages and standardized benefits, including paid time off, holiday pay, training, and access to health insurance and retirement plans. 

With more than 200k consumers fully registered and more than 260k PAs paid to date, PPL is delivering on its commitment to ensuring quality care, protecting workers with fair pay and benefits, and safeguarding taxpayer dollars through accountability and oversight. To date, PPL is on track to save New York taxpayers more than $1 billion.

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About PPL

PPL supports consumers and caregivers across 50 self-direction programs in 18 states. The company has served its communities for 25 years and is wholly focused on consumer direction programs that help people have more control over their care and enable them to remain in their homes and communities. PPL has more than 2,000 team members that are dedicated to serving Medicaid and social services programs. The company’s headquarters are in Latham, New York with offices throughout the United States. To learn more about PPL, please visit pplfirst.com.