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.
U.S. Digital Response partnered with the Department of Labor to design a human-centered, low-code solution for efficient retroactive unemployment benefit determination.
Through the ACCESS project, key collaborators have shared insights into current and future opportunities for alignment within their agencies, including potential enablers for and barriers to alignment activities.
American Public Human Services Association (APHSA)
This case study describes how Nava is working with the General Services Administration, Fearless, and the U.S. Postal Service to design, build, and deliver a new in-person identity verification service to nearly 20,000 USPS locations
This resource provides guidance on streamlining enrollment across public benefit programs to improve efficiency, reduce administrative burdens, and enhance access for eligible individuals and families.
In February 2023, the Digital Benefits Network at the Beeck Center for Social Impact + Innovation released a dataset documenting authentication and identity verification requirements that unemployment insurance (UI) applicants encounter across the United States. This resource outlines high-level observations from the data and more information about the research process.
This issue brief illustrates the challenges that many older adults with low income face in gaining access to benefits online. It addresses digital literacy, access to broadband internet, and the increasing prevalence of connecting online to SNAP.
This brief highlights the complex journey that older adults experience when applying for and enrolling in SNAP, including the major barriers and solutions that improve access along the way.
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 overview journey map of street homeless outreach reflects the business process, and worker and client experience during the period January–April 2016 from initial observation, contact, case management, and placement in permanent housing. The map is displayed in eleven high-level sections, each with individual sub-level sections. Summaries and details for all the sections are presented in the subsequent pages. Each dot represents an individual or agency. Each cluster of dots represents a service interaction.
