NYC's My File NYC and New Jersey's unemployment insurance system improvements demonstrate how successful digital innovations can be scaled across various programs, leveraging trust-building, open-source technology, and strategic partnerships.
Michigan's UIA director, Julia Dale, is leading the agency through transition by prioritizing lived experience, hope, grit, and values. Virginia's SNAP Program Manager, Michele Thomas, highlighted the success of Sun Bucks, a summer EBT child nutrition program that fed over 700,000 kids in its first year.
Michigan's UIA director, Julia Dale, is leading the agency through transition by prioritizing lived experience, hope, grit, and values. Virginia's SNAP Program Manager, Michele Thomas, highlighted the success of Sun Bucks, a summer EBT child nutrition program that fed over 700,000 kids in its first year.
This paper discusses the country’s chronic underinvestment in children and resulting outcomes, including new data on poverty rates among young children, is inextricable from the prospects of young children; and the remarkably comprehensive pandemic-era response policies, including which changes contributed most to reducing child poverty.
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.
In this updated primer, the DBN describes how identity proofing and authentication show up in public benefits applications and outlines equity and security concerns raised by common identity proofing and authentication methods.
This report summarizes findings and observations on the implementation of Phase 1 of the U.S. Department of Labor’s Open UI Initiative, highlighting effective strategies, challenges, opportunities, and recommendations for supporting states’ UI modernization efforts.
Through the ACCESS project, key collaborators have shared insights into current and future opportunities for alignment within their agencies, including potential enablers for and barriers to alignment activities.
American Public Human Services Association (APHSA)
The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
