Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
Expanding access to free tax assistance through virtual Volunteer Income Tax Assistance (VITA) programs can help low-income filers claim essential tax benefits without incurring preparation fees.
Differing federal requirements for public benefit applications create significant barriers for applicants and complicate state efforts to integrate services.
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 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.
Dana Chisnell describes work leading a team of researchers to interview people from across the US on their experiences applying for unemployment and other benefits during the pandemic.
In 2024, the Center on Budget and Policy Priorities and Digital Benefits Network led a workshop to explore key terms related to digital identity, and provide ecosystem-level context on how authentication and identity proofing may show up in the online benefits experience and impact clients. This resource links to the presentation slides.
This resource outlines strategies for cross-enrollment outreach, which can break down silos between programs and reach applicants who may be eligible for under-enrolled benefits programs.
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.
This guide discusses general characteristics shared by organizations that have successfully created accessible content, and includes case studies that showcase characteristics of successful accessible content teams.
