To improve the .gov registrar, 18F and CISA created customer panels to gather feedback, opinions, and suggestions. Using a customer-centric approached enabled 18F and CISA to identify areas for improvement, build a product roadmap, and establish relationships with users.
Benefits Data Trust (BDT) is a nonprofit that connects people to public benefits through a streamlined, phone-based application system called Benefits Launch, which reduces redundant questions and speeds up the process for multiple programs. BDT's approach, supported by a custom-built rules engine, has facilitated over 800,000 benefit enrollments, helping secure over $9 billion for eligible households across seven states.
The GAO placed the UI system on its High Risk List in June 2022, leading the DOL to develop a transformation plan detailing activities and strategies for building a resilient UI system capable of responding effectively to future economic challenges.
The Administration for Children and Families’ Office of Family Assistance (OFA) worked with 18F to replace its legacy data reporting system through product management training, user research, and an assisted acquisition.
This toolkit provides guidance to protect participant confidentiality in human services research and evaluation, including legal frameworks, risk assessment strategies, and best practices.
U.S. Department of Health and Human Services (HHS)
The Public Design Evidence Review examines how design practices can improve public policies and services across the UK, exploring what good “public design” looks like, how it’s being used, and what enables or inhibits its impact.
The Unemployment Insurance Equitable Access Toolkit contains common equity recommendations, promising practices, and insights, represented visually as a different floor of an agency office building, compiled in one interactive document.
When creating a user profile, this U.S. Web Design System pattern helps users to provide gender identity and sex information in an accurate and respectful manner.
The portfolio page outlines federal projects focused on elevating how people interact with government services by prioritizing user needs, accessibility, equity, and consistency across agencies.
