Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
This resource describes how different agencies have updated their systems to increase online and mobile access to benefits information and applications, including using text messages to share benefits information with residents.
NYC's My File NYC and New Jersey's unemployment insurance system improvements demonstrate how successful digital innovations can be scaled across various programs, leveraging trust-building, open-source technology, and strategic partnerships.
Michigan's UIA director, Julia Dale, is leading the agency through transition by prioritizing lived experience, hope, grit, and values. Virginia's SNAP Program Manager, Michele Thomas, highlighted the success of Sun Bucks, a summer EBT child nutrition program that fed over 700,000 kids in its first year.
Hennepin County, Minnesota, implemented an online application system for child care assistance, resulting in increased applications, faster benefit distribution, and reduced administrative burdens.
The US Digital response partnered with dozens of states, counties, and cities to support them in using and tracking CARES Act grants. This article presents six lessons learned from their work to help governments better assist residents, particularly small businesses and low-income communities.
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.
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.
