The New York State Customer Experience (NYX) Strategy is a comprehensive plan aimed at transforming state government services to be more efficient, accessible, and responsive to the needs of residents.
This panel discussion from the Academy's 2025 Policy Summit explores the intersection of artificial intelligence (AI) and public benefits, examining how technological advancements are influencing policy decisions and the delivery of social services.
This report examines Pennsylvania’s recent success in responding to concerns from citizens that it took too long for a business, nonprofit or individual to receive a permit, license or certificate they had applied for.
This report outlines the team's achievements in enhancing state digital services through human-centered design, agile development, and cross-agency collaboration from its inception through 2024.
Colorado Governor's Office of Information Technology (OIT)
An analysis showing that a proposed plan to shift some cost of SNAP benefits to states could push nearly 900,000 additional people into poverty during a recession.
This crosswalk compares provisions in H.R. 1 with existing human services policies, focusing on how proposed federal work requirements could affect programs like TANF, SNAP, and Medicaid.
American Public Human Services Association (APHSA)
This timeline outlines key Medicaid policy changes introduced by the One Big Beautiful Bill (OBBBA / H.R. 1) with the greatest operational impact on state and territory agencies and highlights upcoming implementation deadlines.
Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for Massachusetts' online application for Unemployment Insurance.
This FormFest profile spotlights the New Jersey State Office of Innovation’s Feedback Widget team, which collects resident input across state websites to improve services and empower agencies to act on real-time feedback.
