The article highlights the federal government's efforts to improve customer experience through collaborative, human-centered approaches and lessons on embracing risk, partnerships, and user-focused design.
The team developed an AI solution to assist benefit navigators with in-the-moment program information, finding that while LLMs are useful for summarizing and interpreting text, they are not ideal for implementing strict formulas like benefit calculations, but can accelerate the eligibility process by leveraging their strengths in general tasks.
A playbook by AdHoc for agencies ready to replace enterprise software patterns with proven techniques from the world of commercial software. These plays can better equip teams with the practices that create resilient, flexible, and customer-friendly digital services.
This resource provides strategies, practical examples, and templates for attracting, developing, and retaining a high-performing digital service workforce.
This toolkit provides practical guidance for agencies, researchers, and community partners to embed racial equity throughout every stage of data integration and use.
A high-level primer that explains what it takes to stand up and operate an open-source, one-way government notification service for sending text messages and emails.
This toolkit outlines actionable changes for government practitioners looking to improve the accuracy and accessibility of the questions on their forms that collect information about a user’s gender.
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)
Learn how to use generative AI to quickly create unemployment insurance translations that are accurate, easy to understand, and tailored to your state.
This blog discusses a resource developed by the Digital Service at the Centers for Medicare & Medicaid Services (CMS) to assist individuals in navigating mental health, drug, or alcohol issues and connecting with appropriate support services. ​
U.S. Department of Health and Human Services (HHS)
