A case study documenting how a human-centered claimant portal was developed for the New Jersey Department of Labor (NJDOL) to modernize unemployment insurance access using agile development and API technology.
This project portfolio page details a human-centered service design partnership with the Michigan Unemployment Insurance Agency (UIA) to revitalize and streamline the state's unemployment benefits system following crisis-level strain.
This report explores policy options Utah and other states can adopt to mitigate benefit cliffs, which occur when small income increases lead to sudden loss of public assistance.
Ruling from the FCC granting the U.S. Department of Health and Human Services (HHS) to confirm that federal and state governmental agencies working in conjunction with local governments, governmental contractors, and managed care entities acting under contract with state governments may, under certain circumstances, make autodialed and prerecorded or artificial voice calls or send autodialed text messages to raise awareness of the eligibility and enrollment requirements for these governmental health care programs without violating the Telephone Consumer Protection Act (TCPA).
This report outlines critical actions states should take to maintain Medicaid coverage as the COVID-19 Public Health Emergency (PHE) concludes, aiming to prevent widespread loss of health insurance among eligible individuals.
The Urban Institute's report outlines actionable approaches for state governments and organizations to enhance the accessibility and retention of public benefit programs, focusing on service delivery, policy reforms, and technological advancements.
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.
mRelief launches Johnnie, a platform that centers client dignity and enables client management from anywhere. Features include client communication mechanisms, assistance for document submission, keeping track of enrollment process, and tracking enrollment metrics.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
Oklahoma Human Services (OKDHS) modernized their service delivery by reducing their real estate footprint, designing trauma-informed and user-friendly spaces, and expanding an embedded worker program to improve accessibility and client experience. Through their "Service First" strategy, OKDHS aims to create more equitable and compassionate interactions, reaching vulnerable populations while addressing high occupancy costs.
