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 resource provides state agencies and their implementation partners with context on how and why to conduct a Digital Identity Risk Management (DIRM) process, as well as a new spreadsheet-based tool to guide agency teams through the process.
This document is a caseworker-facing flowchart for use in screening SNAP applicants and participants to determine if they are subject to work requirements.
American Public Human Services Association (APHSA)
A detailed guide outlining how states can minimize coverage losses and administrative burden while implementing new Medicaid work requirements established under the 2025 federal reconciliation law.
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.
