This case study details the development of a document extraction prototype to streamline benefits application processing through automated data capture and classification.
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 Arizona's online application for Unemployment Insurance.
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.
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.
The GAO placed the UI system on its High Risk List in June 2022, leading the DOL to develop a transformation plan detailing activities and strategies for building a resilient UI system capable of responding effectively to future economic challenges.
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
Article announcing five new projects by the Office of Management and Budget that will improve experiences the public has with the government during significant movements in their lives. These “life experience” projects are at the center of a new model for how the Federal Government should better design and deliver benefits, services, and programs to the American people during the moments in their lives that matter most.
This study examines how individuals assess administrative burdens and how these views change over time within the context of the Special Supplemental Nutrition Assistance Program for Women, Infants, and Children (WIC).
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 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
