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.
This article explores ongoing efforts to modernize state unemployment insurance (UI) systems, addressing long-standing inefficiencies and challenges exposed by the COVID-19 pandemic.
This scoring matrix from the California Employment Development Department (EDD) shows how the agency evaluated vendor proposals for a new identity proofing approach, based on vendors' ability to serve different user personas.
State of California Employment Development Department (EDD)
This presentation was recorded at the Texting and Notification Working Group meeting coordinated in part by the Aspen Institute Financial Security Program on February 28, 2024.
This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
The Digital Benefits Network at the Beeck Center for Social Impact + Innovation at Georgetown University and Public Policy Lab co-hosted a webinar presenting breaking research on beneficiary experiences with digital identity processes in public benefits.
The report beings by briefly describing the challenge that disabled workers face in accessing UI and the benefits of reforming the system to better serve these workers. The report then presents a list of considerations for UI reform in the areas of administrative process and technology improvements as well as considerations for policy change.
The Technology Transformation Service at GSA recently created a new Public Benefits Studio to focus on fostering a more cohesive, coordinated experience for the public, across programs.
Building modular, open-source, human-centered software is necessary to create equitable government services fit for the digital age. Nava emphasizes addressing large scale digital service challenges by building and releasing small, modular software components that are loosely-coupled by well-defined APIs. This enables agencies to quickly and conistently deliver services that help people immediately, whilst also building a flexible foundation for long-term technical evolution.
