This publication describes the research process and protocol used in the Digital Benefits Networks research project, "Digital Account Creation and Identity Proofing in Public Benefits Applications."
This study examines how the 2021 expansion of the Child Tax Credit (CTC) influenced housing affordability and living arrangements for low-income families.
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 team conducted experiments to determine whether clients would be responsive to proactive support offered by a chatbot, and identify the ideal timing of the intervention.
This blog post shares five key service design lessons from U.K. experts Lou Downe and Sarah Drummond, offering practical guidance for building more connected, user-centered government services in British Columbia.
This summary outlines statewide progress in improving digital services, reducing administrative burdens, and elevating customer satisfaction through human-centered and data-informed government design.
This study found that using state-specific names for Medicaid programs increased confusion and reduced both positive and negative opinions about the program.
The team introduced an AI assistant for benefits navigators to streamline the process and improve outcomes by quickly assessing client eligibility for benefits programs.
This brief offers a new, anti-racist vision for transforming the Child Care and Development Fund (CCDF) into a program that actively pushes back against structural racism and advances racial equity and economic prosperity for all families.
