New Statewide Survey Findings Affirm PPL’s Impact in Improving CDPAP for Consumers and Caregivers in New York

By PPL on March 11, 2026

Respondents highlighted key differences in transparency and benefits compared to prior fiscal intermediaries as PPL implements several service and technology enhancements in direct response to consumer and personal assistant feedback

LATHAM, NEW YORK – Public Partnerships LLC (PPL), the statewide fiscal intermediary for New York’s Consumer Directed Personal Assistance Program (CDPAP), today released new results from its January 2026 CDPAP satisfaction survey, revealing more insights from the largest comprehensive set of data collected since the historic statewide transition to a single fiscal intermediary (FI). This builds upon previously released results, which showed overall satisfaction at 4.31 out of 5 and satisfaction with PPL’s timekeeping systems at 4.39 — up from 4.04  and 4.27, respectively, in PPL’s last survey conducted in May 2025.

As PPL approaches the one-year mark as New York’s sole CDPAP FI, these findings are further proof that PPL is transforming the program for the better.

“These new results reinforce our initial takeaways – PPL is delivering better experiences for CDPAP consumers and caregivers,” said Miki Kapoor, CEO of PPL. “As we reflect on the past year as CDPAP’s sole FI, we value feedback from consumers, their designated representatives, and personal assistants on their experiences. This is just one part of PPL’s ongoing initiative to better understand the current program’s strengths, areas for improvement, and how we can ensure we’re continuously adapting to meet the needs of those who rely on CDPAP and our services.” 

The survey received an unprecedented 94,870 responses from across the state. This included responses from 38,385 consumers and designated representatives and 56,485 personal assistants (PAs). The new results build on previous survey findings and provide the most detailed picture yet of consumer and worker experiences with PPL as the sole statewide FI.

New Key Survey Findings:

  • When asked what PPL could do to make it easier to get help when needed, 58% of responses from consumers/DRs expressed general satisfaction, with no additional comments for suggested enhancements or changes.
  • Only 40% of consumers/DRs reported previously having access to online systems like PPL’s Time4Care app or PPL@Home system to help track hours and authorizations, highlighting improved transparency under PPL.
  • Of those who have contacted PPL with questions, 74% of consumers/DRs and 84% of PAs reported PPL answers questions effectively.

The survey also tracked responses among consumers, designated representatives, and PAs who participated in CDPAP under the old model, in which more than 600 FIs operated in the program. Feedback from this group of respondents reaffirms inconsistencies and gaps in services and oversight that existed under the previous model. Today, PPL is demonstrating how a single point of accountability can improve both the integrity of the program and the experiences of consumers and caregivers.

Key Comparisons to Prior FIs:

  • 44% of PAs and 40% of consumers/DRs responded “sometimes,” “never,” or “unsure” when asked if timesheets approvals were required for payment before the transition to PPL — indicating broad inconsistency.
  • Only 27% of PAs reported that their prior FI offered all of the benefits PPL now provides, with 33% reporting that none of the benefits they receive from PPL were available from their prior FI.
    • Less than half of PAs (48%) had holiday pay or health insurance (44%) under their previous FI, and just 26% of PAs had a 401k.

“These latest survey results provide clear visibility into how the CDPAP transition has impacted experiences for consumers and personal assistants. This data is critical for PPL as we continuously seek to understand how we can better serve those who rely on CDPAP,” said Patty Byrnes, Vice President of Government Relations at PPL. “The responses we received reflect a greater understanding of the program, which has resulted in consistency in care and services, with a clear shift in overall quality due to PPL’s enforcement of strong program integrity standards.”

The results also demonstrate PPL’s commitment to strengthening careers in caregiving, enabling many CDPAP PAs to access employer-sponsored insurance and benefits for the first time. With the previous CDPAP model, the large number of FIs created gaps in service and inconsistencies for New Yorkers. Now, PPL provides standardized benefits for personal assistants and reliable access to convenient tools for timekeeping and wage tracking.

Recent Enhancements Driven by Ongoing Feedback

PPL has continued to introduce improvements aligned with themes raised across its feedback channels. Since the beginning of the year, the company has implemented several enhancements designed to make the CDPAP experience clearer, simpler, and more supportive for both consumers and PAs. Recent updates include:

  • Streamlined CDPAP trainings. PPL has reduced the number of required CDPAP trainings to focus on those most relevant to a PA’s role and essential to consumer health and safety — helping to eliminate unnecessary burden while maintaining high-quality standards. PAs continue to be paid for up to 4 hours of training time, as they were previously, and have access to an additional suite of optional courses they can choose from to further their professional development.
  • Improved visibility into service authorizations. Updates within PPL@Home now offer a clearer, more intuitive view of service authorizations, making it easier for consumers to find the information they need and manage their available hours.
  • Dedicated support teams. To provide more specialized support, PPL has created dedicated teams to address key topics including authorizations, payroll, timekeeping, and training — ensuring faster, more knowledgeable assistance.
  • Virtual registration sessions. PPL has reinstated virtual registration sessions (after a brief hiatus due to decreased demand) to provide consumers and PAs more accessible ways to receive guided support as they join the program.
  • Enhanced call center capabilities. To improve overall customer service and access to support, PPL invested in advanced call center technology designed to shorten hold times and strengthen overall service quality.
  • Expanded health insurance options. On January 1, 2026, PPL introduced a new, enhanced health insurance plan with lower deductibles for quicker access to covered care, covered office visits with affordable co-payments, and pharmacy benefits coverage with affordable co-payments. PPL took this extra step to respond to CDPAP participant feedback on health insurance offerings and is continuing to assess and evaluate opportunities to enhance the benefit program mid-term 2026.

These improvements demonstrate PPL’s continued commitment to listening, responding, and delivering a better experience across every interaction. PPL’s latest survey is just one of the initiatives in place to collect and implement feedback from CDPAP participants. The NY CDPAP Consumer Advisory Council (CAC) was created to give program participants a dedicated space to share their experiences with PPL. The CAC meets quarterly to discuss how CDPAP is working well and potential areas for improvement, such as adding clearer information and easier navigation to the Time4Care app and PPL@Home platform.

To date, PPL has registered over 200,000 consumers and paid more than 260,000 personal assistants. These new survey findings underscore PPL’s commitment to building a stronger, more sustainable CDPAP through enhanced oversight, program integrity, and quality of service. As a result of the CDPAP transition, New York taxpayers are also set to save over $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.