This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
This paper describes results from fieldwork conducted at a social services site where the workers evaluate citizens' applications for food and medical assistance submitted via an e-government system. These results suggest value tensions that result - not from different stakeholders with different values - but from differences among how stakeholders enact the same shared value in practice.
CHI '14: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
This example examines Miami-Dade County's initiative to streamline digital applications for LIHEAP, aiming to improve accessibility and efficiency for residents seeking energy assistance.
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 visualized report is a first first-of-its-kind view of the state of benefits applications across the nation from a client perspective, including information on application availability online, combined benefit applications, application completion times, as well as login and identity proofing requirements.
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.
The report discusses how state Medicaid agencies can utilize Supplemental Nutrition Assistance Program (SNAP) data to streamline the Medicaid renewal process, thereby maintaining coverage for eligible beneficiaries.
Reddit's unemployment forums have become vital support networks during the pandemic, offering advice, emotional support, and a sense of community to those navigating job loss and financial hardship.
