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.
This paper concludes that the substantial COVID-19 unemployment insurance expansion had limited disincentive effects on job searches, particularly among lower-income individuals, despite high wage replacement rates.
This study highlights a 2.2% increase in citizen satisfaction with federal services, reaching a seven-year high, driven by improvements in digital experiences, government processes, and complaint handling.
The article highlights the growing issue of SNAP benefit theft through skimming and advocates for permanent security measures and benefit replacements to protect vulnerable households.
This paper outlines the need for comprehensive reforms to improve the U.S. government's capacity to effectively implement policies, focusing on reducing bureaucratic inefficiencies, enhancing workforce structures, and leveraging digital infrastructure.
The article presents the True Cost of Economic Security (TCES) measure, showing that over half of U.S. families struggle to meet the comprehensive costs required to thrive, highlighting significant disparities based on family type, location, and race.
This report details the development and deployment of My File, an open-source digital document management tool designed to help individuals securely store and share documents needed to access public services.
When creating a user profile, this U.S. Web Design System pattern helps users to provide gender identity and sex information in an accurate and respectful manner.
A toolkit that explains how to apply a content-first design approach to public services, helping teams design content strategy and interfaces based on user needs.
Guidance outlining how Australian government agencies can train staff on artificial intelligence, covering key concepts, responsible use, and alignment with national AI ethics and policy frameworks.
This 8.5x11 service blueprint visually maps how Medicaid work requirements will function once implemented in 2027, detailing each policy step, system interaction, and client experience to help states identify administrative challenges and opportunities for human-centered redesign.
