In response to exploding demand for social services during COVID-19, the Louisiana Department of children and Family services implemented text-message alerts and reminders for the state’s entire SNAP caseload, launched a text-based public campaign to help people understand and apply for SNAP benefits, and hired SNAP recipients to provide client feedback on communications and policy decisions.
This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
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.
The Summer EBT Playbook offers states practical strategies, tools, and examples to effectively implement the new Summer EBT program, ensuring low-income children receive food benefits when school is out.
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)
This resource appendix is a compilation of useful resources intended as a follow-on to the DSN’s writing on theories of change for digital transformation in government. Practitioners can use these resources to DIY their ToC after reading our essays.
With the extension and expansion of P-EBT during COVID and the Food and Nutrition Service releasing new guidance, states have an opportunity to effectively deliver essential resources to children and families. Code for America built this toolkit of resources to share recommendations and promising practices around the implementation of P-EBT and to support state agencies and partners tasked with the development of P-EBT programs.
Disparities in Economic Impact Payment (EIP) receipt during the COVID-19 pandemic disproportionately affected low-income households, communities of color, and individuals without tax filing histories.
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.
