This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
This report provides an early 2025 snapshot of state Medicaid and CHIP policies as they return to normal operations post‑pandemic, focusing on eligibility, enrollment, and renewal processes.
This session from FormFest 2024 focuses on accessibility, featuring British Columbia’s work to improve legal form usability and tips from the Wisconsin Department of Public Instruction on making forms more accessible overall.
This session from FormFest 2024 featured the Department of Homeland Security and the United States Digital Service talking about their work to reduce form burdens for internal and external users.
This framework provides practical guidance, detailed reference designs, and example solutions to help organizations securely adopt and operationalize Zero Trust principles across diverse IT environments.
National Institute of Standards and Technology (NIST)
This report details the Department of Homeland Security’s progress in modernizing its digital services and websites to improve accessibility, usability, and customer experience, as mandated by federal law.
Based on state agency survey responses, this report summarizes key findings from the first calendar year of pandemic response and provides policy considerations for the future of SNAP.
American Public Human Services Association (APHSA)
This section of the Building Resilience plan outlines strategies to improve the long-term solvency and sustainability of state unemployment insurance (UI) trust funds through better funding practices and legislative reform.
This is a searchable tool that compiles and categorizes over 4,700 policy recommendations submitted in response to the U.S. government's 2025 Request for Information on artificial intelligence policy.
A report that defines what effective “human oversight” of AI looks like in public benefits delivery and offers practical guidance for ensuring accountability, equity, and trust in algorithmic systems.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
