The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
County workers typically spend most of their time trying to get income information right during eligibility interviews. This article provides several recommendations for asking about income, accounting for cognitive biases, under-reporting, and complexities in reporting income.
In this updated primer, the DBN describes how identity proofing and authentication show up in public benefits applications and outlines equity and security concerns raised by common identity proofing and authentication methods.
In December 2024, the Digital Benefits Network released an updated open dataset on authentication and identity proofing requirements across various public benefits applications to highlight best practices and areas for improvement in identity management.
This report evaluates state government websites for the Supplemental Nutrition Assistance Program (SNAP), providing links to each state's site and assessing the information and services they offer.
This guide highlights approachable ideas for state and local public benefits agencies to improve applications, renewals, and correspondence. As outlined in this resource, even small improvements can be transformative for residents and caseworkers alike.
The Urban Institute's report outlines actionable approaches for state governments and organizations to enhance the accessibility and retention of public benefit programs, focusing on service delivery, policy reforms, and technological advancements.
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.
The Better Government Lab at the McCourt School of Public Policy at Georgetown University has developed a new scale for measuring the experience of burden when accessing public benefits. They offer both a three-item scale and a single-item scale, which can be utilized for any public benefit program. The shorter scales provide a less burdensome way to measure by requiring less information from users.
The U.S. Department of Labor provides a playbook to help state workforce agencies enhance communication with unemployment claimants by offering clear, proactive updates on claim statuses, thereby improving claimant satisfaction and reducing call center inquiries.
Implementing an API standard for WIC Management Information Systems (MIS) would enable seamless integration of digital tools, enhancing service delivery and accessibility for participants and staff.
