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.
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 report evaluates state government websites for the Supplemental Nutrition Assistance Program (SNAP), providing links to each state's site and assessing the information and services they offer.
The GetCalFresh team, the California Department of Social Services, and the California Secretary of State’s office worked together to create a simplified, accessible voter registration experience with clients. When people come to GetCalFresh.org, they are looking to apply for food assistance, so the state of California did not want voter registration to become an obstacle to the goal of getting food assistance. Thus, rather than directing clients to anther website, they offered to text clients a link to the CA Secretary of State’s voter website with directions on how to register.
In December 2024, the Digital Benefits Network released an updated open dataset on authentication and identity proofing requirements across various public benefits applications to highlight best practices and areas for improvement in identity management.
The team developed an AI-powered explanation feature that effectively translates complex, multi-program policy calculations into clear and accessible explanations, enabling users to explore "what-if" scenarios and understand key factors influencing benefit amounts and eligibility thresholds.
This report by EPIC investigates how automated decision-making (ADM) systems are used across Washington, D.C.’s public services and the resulting impacts on equity, privacy, and access to benefits.
This white paper documents Hawai'i's journey and lessons learned from their 18-month Coordinating SNAP and Nutrition Supports project which laid the foundation for interagency data-sharing and built capacity to analyze administrative data across nutrition programs--specifically SNAP and WIC.
PolicyEngine is a nonprofit that provides a free, open-source web app enabling users in the US and UK to estimate taxes and benefits at the household level, while also simulating the effects of policy changes. By combining tax and benefits data, PolicyEngine helps individuals and policymakers better understand the impacts of existing policies and proposed reforms, using microsimulation models built from legislation and enhanced survey data.
