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.
This HuffPost article investigates the widespread failures of state unemployment websites during the COVID-19 pandemic, highlighting outdated technology, accessibility issues, and the human impact of these systemic breakdowns.
My File NYC is a document storage and sharing website that provides New York City residents a safe place to store and share vital documents when applying for City services.
This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.
The Temporary Assistance for Needy Families (TANF) Data Collaborative Pilot Initiative is a component of the TANF Data Innovation project. The 30-month pilot offered technical assistance and training to support cross-disciplinary teams of staff at eight state and county TANF programs in the routine use of TANF and other administrative data to inform policy and practice.
Nava built flexible and reusable software and design components to make it easier for Vermonters to access their benefits. These components support Vermont’s long-term vision of integrating eligibility and enrollment processes for all of the state’s healthcare and financial benefit programs.
When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
Minnesota is a good example of an organization that started small in its drive to integrate benefits programs. For instance, its recent statewide rollout of its online integrated benefit application website, MNbenefits.mn.gov, started as a pilot in 2020 with Code for America. The pilot encompassed two counties including Hennepin County, where Minneapolis is located. The pilot later expanded to four counties, then 16 and a tribal nation. The final roll out, which took 12 months to implement, included the state’s 87 counties and three tribal nations.
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.
This guide provides practical insights for benefits administrators on redesigning benefits systems using human-centered design to ensure all eligible residents can access crucial social safety net resources.
This Urban Institute report identifies strategies to improve young people’s access to public benefits through targeted outreach, benefit navigation, cross-organizational partnerships, and streamlined eligibility processes.
