Login.gov created a first-of-its-kind, publicly-visible program roadmap and shares tips on how other programs can build their own roadmaps to improve transparency.
When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
The report examines how current remote identity proofing methods can create barriers to Medicaid enrollment and suggests improvements to ensure equitable access for all applicants.
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 research study analyzes the structural and budgetary layout of eleven US-based Digital Service Teams (DSTs) at the municipal, county, and state levels. In doing so, it sets out to answer the research question: “How are digital service teams structured and funded?”
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.
This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
The article discusses effective strategies for training government partners in digital services, emphasizing the importance of prioritizing training, setting clear objectives, and fostering mutual understanding and trust.
