Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.
The Benefit Cliffs Calculator helps case managers and public benefit recipients to prepare for benefit cliffs (i.e., declines in benefits due to an increase in earnings). It compares the net resources and benefits available to families under different employment scenarios.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
18F, a consultancy within the U.S. General Services Administration, developed a prototype API and pre-screener to model federal SNAP eligibility rules, aiming to simplify benefits access through open-source technology.
Login.gov created a first-of-its-kind, publicly-visible program roadmap and shares tips on how other programs can build their own roadmaps to improve transparency.
This OPRE brief provides strategies for enhancing cultural responsiveness in social service agencies, focusing on improving services for diverse communities through organizational change, staff development, and culturally informed program design.
U.S. Department of Health and Human Services (HHS)
This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
The GSA’s Service Design program implemented a data-driven evaluation process to enhance digital experiences, improve compliance, and streamline its website portfolio, achieving significant cost savings and customer-centric digital transformation.
The report evaluates the 2023 Newborn Supply Kit pilot program, highlighting its effectiveness in reducing maternal stress, alleviating financial burdens, and increasing trust in government services among new parents, especially in low-income communities.
U.S. Department of Health and Human Services (HHS)
This session from FormFest 2024 walked attendees through some of the major changes AI is bringing to form design. Learn about the National Head Start Association’s use of AI to reduce administrative burden and the Canadian Digital Service’s tips for protecting government applications systems from AI.
The "Public Sector AI Playbook" provides public sector officers with practical guidance on adopting and implementing AI technologies to improve government operations, service delivery, and policymaking.
