This 2023 presentation from the California Employment Development Department details the user personas the agency used to evaluate vendor proposals for a new identity proofing contract.
State of California Employment Development Department (EDD)
The Lost in the Labyrinth brief examines how fragmented early care and education (ECE) programs across the U.S. create challenges for families seeking services for young children.
This brief analyzes the current state of federal and state government communication around benefits eligibility rules and policy and how these documents are being tracked and adapted into code by external organizations. This work includes comparisons between coded examples of policy and potential options for standardizing code based on established and emerging data standards, tools, and frameworks.
This resource examines how improvements in customer service experiences in public benefit programs like Medicaid, CHIP, and TANF can help better meet enrollees’ needs and build trust in government.
Research from the Department of Labor shows that document management systems reduce barriers for claimants and help states be more efficient. With additional improvements and investment, these systems can be even more effective in serving the public and reducing backlogs in times of crisis.
Sharing lessons learned via the Medicaid Churn Learning Collaborative, which is working to reduce Medicaid churn, improve renewal processes for administrators, and protect health insurance coverage for children and families.
This study examines how bureaucratic interactions differ among public assistance programs—WIC, SNAP, and Medicaid—highlighting variations in participant experiences and the psychological costs associated with each.
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This annual report highlights the department’s progress in expanding broadband access, enhancing cybersecurity, modernizing IT services, and promoting digital equity across the state.
North Carolina Department of Information Technology (NCDIT)
Through the Coordinating SNAP & Nutrition Supports program, Mecklenburg County, NC leveraged a Food Security Navigator model and data analysis to increase access to nutrition supports. This report documents best practices and lessons learned from their project.
American Public Human Services Association (APHSA)
This piece highlights promising design patterns for account creation and identity proofing in public benefits applications. The publication also identifies areas where additional evidence, resources, and coordinated federal guidance may help support equitable implementations of authentication and identity proofing, enabling agencies to balance access and security.
