A user research–driven persona framework that identifies key resident groups interacting with government services and outlines their needs, behaviors, and pain points to inform digital service design.
This blog summarizes an event exploring how the City of Boston and Washington State are designing and implementing Single Sign-On (SSO) systems to simplify access to government services.
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.
