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.
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.
This FormFest profile highlights Riverside County’s pilot of AI-powered interviews that streamline benefit applications, reducing bureaucratic burden on families in crisis while freeing caseworkers to focus on human connection.
This report offers best practices for public agencies implementing digital identity verification, emphasizing privacy, equity, and security in the delivery of government services.
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.
About one in five U.S. households lack home Internet access because many say they don’t need or want it and others—especially lower-income families—can’t afford service or the devices and skills to use it, highlighting persistent digital divide barriers.
National Telecommunications and Information Administration
