On July 16, members of the Digital Identity Community of practice gathered to learn how peers are gathering beneficiary feedback on their experiences with accounts and proving their identity.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
Californians who receive food assistance come from all backgrounds, but many share a similar story: they were barely getting by financially when they were tipped into crisis by an unexpected expense or loss of income. This site shares their stories.
This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
A brief report on our quantitative research about messages that increase people's take-up of government benefits by making them feel like those benefits belong to them.
Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for New York's online application for Medicaid.
This report provides an early 2025 snapshot of state Medicaid and CHIP policies as they return to normal operations post‑pandemic, focusing on eligibility, enrollment, and renewal processes.
The report examines how current remote identity proofing methods can create barriers to Medicaid enrollment and suggests improvements to ensure equitable access for all applicants.
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.
Chapin Hall collaborated with national policy experts, practitioners, and young adults with lived experience of homelessness to create a policy toolkit where tax, public benefits, and educational aid implications for young people participating in Direct Cash Transfer (DCT) programs are laid out in one place.
