Errors in administrative processes are costly and burdensome for clients but are understudied. Using U.S. Unemployment Insurance data, this study finds that while automation improves accuracy in simpler programs, it can increase errors in more complex ones.
Sheev Davé, Product Manager at Notify.gov (GSA), provides an overview of what makes an effective multilingual translation through the principles of designing tools that have the ability to have conversations, meeting communities where they are, use of plain language and prioritize tricky topics, key life events and using trusted delivery sources.
This video documents the Digital Benefits Network's Digital Identity Community of Practice launch, covering mission review, 2025 goals, California authentication innovations, and peer networking for equitable and effective digital identity in public benefits.
This internal glossary defines key terms and concepts related to automating enrollment proofs for public benefits programs to support shared understanding among product and policy teams.
This research study analyzes the structural and budgetary layout of eleven US-based Digital Service Teams (DSTs) at the municipal, county, and state levels. In doing so, it sets out to answer the research question: “How are digital service teams structured and funded?”
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.
The article highlights the federal government's efforts to improve customer experience through collaborative, human-centered approaches and lessons on embracing risk, partnerships, and user-focused design.
The team developed an AI-powered explanation feature that effectively translates complex, multi-program policy calculations into clear and accessible explanations, enabling users to explore "what-if" scenarios and understand key factors influencing benefit amounts and eligibility thresholds.
This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
This article explores how AI and Rules as Code are turning law into automated systems, including how governance focused on transparency, explainability, and risk management can ensure these digital legal frameworks stay reliable and fair.
The article explains that for government agencies to successfully use Agile software development with vendors, they need to make changes in staffing—specifically by creating roles like a product owner and technical lead within the agency.
