A practical guide for advocates that explains how automated benefit notices are generated, where common notice failures originate, and how to push for effective fixes.
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
The ubiquity of mobile devices makes it imperative to build “mobile first” services, i.e. services built with the expectation that they will primarily be accessed on mobile devices. This article also outlines important considerations and suggestions for implementing mobile-first user interfaces.
A research report that defines different local early childhood governance models and explains how communities can choose and design governance structures to support effective early care and education systems.
A case study on how North Carolina leveraged human-centered design, interagency collaboration, and data-sharing strategies to improve cross-enrollment in SNAP, WIC, and Medicaid, aiming to reduce administrative burden and better serve families.
American Public Human Services Association (APHSA)
The California Employment Development Department (CA EDD) launched the EDDNext initiative to modernize benefit delivery, focusing on user-centric procurement for a new identity verification system.
Technology that automates different processes can save time for caseworkers and constituents, but it can also significantly reduce the transparency of government operations. This paper describes how Pennsylvania advocates addressed the low rate of automated Medicaid renewals.
This page includes data and observations about account creation and identity proofing steps specifically for online applications that include MAGI Medicaid.
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.
