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)
This section of the Building Resilience plan outlines strategies to help states modernize outdated unemployment insurance (UI) IT systems, making them more modular, secure, fraud-resistant, and user-centered.
The blog post emphasizes advancements in digital services, user engagement, and inter-agency collaborations that enhanced public access to government services.
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.
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.
