This product validation summary deck explores federal opportunities to automate cross-program enrollment proofs and reduce manual verification burdens.
The Sprint 2 Report: Michigan UI Claimant Experience by Civilla and New America examines challenges in Michigan’s unemployment insurance (UI) system and provides human-centered design recommendations to improve accessibility, clarity, and user experience.
Nava PBC developed a prototype API and digital screener in Montana to streamline eligibility and enhance program access, illustrating how API standards could improve interoperability and modernize WIC systems nationwide.
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.
This Urban Institute report explores the impact of benefit cliffs, plateaus, and trade-offs on families receiving public assistance, examining how changes in earnings affect access to essential benefits like SNAP, Medicaid, and housing subsidies.
This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
The existing system for evaluating state safety net programs does not adequately capture the human experience of accessing services. This new National Safety Net Scorecard is a more meaningful set of metrics that can effectively asses the true state of the current program delivery landscape and measure progress over time, creating a more human-centered safety net.
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.
