This piece highlights promising design patterns for account creation and identity proofing in public benefits applications. The publication also identifies areas where additional evidence, resources, and coordinated federal guidance may help support equitable implementations of authentication and identity proofing, enabling agencies to balance access and security.
This article theorizes the wait list as an underexamined vehicle of administrative burden. Focusing on the example of subsidized chidl care, the article's findings suggest wait lists as understudied but consequential sites of opaque policymaking that shape access to critical social services and the legibility of unmet need.
This report details findings and lessons from a project to develop a calculator to help people anticipate how a change in earnings from employment would affect their net income and information on their estimated effective marginal tax rate.
U.S. Department of Health and Human Services (HHS)
Research examining how much poverty would decrease—overall, by age, and by race and ethnicity—and how much benefits would increase if all people eligible for safety net programs received the full benefits they qualify for in each of the 50 states and DC.
This toolkit provides resources for training and technical assistance (T/TA) providers in the Child Care Technical Assistance Network (CCTAN) to help State, Territory, and Tribal CCDF Lead Agencies be prepared to conduct equity assessments.
Overview: Families with the youngest children stand to gain the most from improved access to benefits, yet persistent fragmentation in early care and education (ECE) programs creates challenges in finding, applying for, and enrolling in services. As a result, families miss out on critical opportunities for their children at the time when these ECE programs have the highest impact. The New Practice Lab examined what these missed opportunities look like up close in one state and collected data on the fractured system of programs and funding streams across all fifty states to begin illustrating the complexity that families face. Ultimately, we see wide variation across states with plenty of opportunities to increase access to information, simplify application procedures, and create more equitable access to these services.
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.
On May 19, 2023, the Digital Benefits Network published a new, open dataset documenting authentication and identity proofing requirements across online SNAP, WIC, TANF, Medicaid, child care (CCAP) applications, and unemployment insurance applications. This page includes data and observations about authentication and identity proofing steps specifically for online applications that include child care applications.
On May 19, 2023, the Digital Benefits Network published a new, open dataset documenting authentication and identity proofing requirements across online SNAP, WIC, TANF, Medicaid, child care (CCAP) applications, and unemployment insurance applications.
This expansive toolkit provides guidance, real world examples, and resources to help TANF and child support programs engage the families they serve in improving service delivery, policy, and program operations.
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.
