Well-designed, user-focused tools that allow for simple application are key to ensuring that families most in need receive the Child Tax Credit. Reaching these households will require a robust effort from the IRS to create user-friendly tools in partnership with organizations with a direct connection to eligible recipients.
This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
The examples in this guide describe how peer-to-peer training and updated interview scripts can help connect residents to the benefits they are eligible for.
Dana Chisnell describes work leading a team of researchers to interview people from across the US on their experiences applying for unemployment and other benefits during the pandemic.
Propel describes how its mobile app outreach campaign helped millions of Medicaid enrollees navigate renewal during the post-pandemic “unwinding” by driving action through notifications, messaging, and in-app tools.
An overview of current technology systems used by WIC agencies nationwide, highlighting trends, challenges, and opportunities for modernization to improve program efficiency and participant experience.
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
The Michigan Department of Health and Human Services, together with the Food Bank Council of Michigan and the Michigan Department of Education developed a comprehensive Food Insecurity Map and a closed-loop referral system for nutrition and economic supports.
American Public Human Services Association (APHSA)
In a time of crisis, behavioral science offers insights into how to reduce the paperwork and other administrative burdens that prevent people from taking advantage of crucial support services.
The Increasing Stimulus Payment Take-up in California report by the California Policy Lab examines barriers to accessing federal stimulus payments and provides strategies to increase take-up among eligible Californians, particularly low-income and non-filers.
Code for America helped expand GetCalFresh (a service that guides Californians through the SNAP application process and helps government deliver food assistance to people in need) from a small pilot into a statewide service. They also recently concluded a similar pilot in Michigan along with Civilla and the Michigan Department of Health and Human Services.
