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Human-Centered Design Collaboratively Centering the “Customer Experience” in New York State: A Digital Service Network Spotlight
DSN Spotlights are short-form project profiles that feature exciting work happening across our network of digital government practitioners. Spotlights celebrate our members’ stories, lift up actionable takeaways for other practitioners, and put the examples we host in the Digital Government Hub in context.
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Human-Centered Design New York State Department of Health – WIC Program
The New York State WIC program website provides access to nutritious foods, nutrition education, breastfeeding/chestfeeding support, and referrals to eligible pregnant, breastfeeding, and postpartum individuals, infants, and children up to age five.
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Digitizing Policy + Rules as Code Policy2Code Demo Day at BenCon 2024: Video and Recap
The Policy2Code Prototyping Challenge explored utilizing generative AI technology to translate U.S. government policies for public benefits into plain language and code, culminating in a Demo Day where twelve teams showcased their projects for feedback and evaluation.
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Human-Centered Design Friction! What Makes Getting Public Benefits So Hard and How Understanding Administrative Burdens Can Increase Access at BenCon 2024
Don Moniyhan shares specific burdens and how to measure their impacts.
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Digitizing Policy + Rules as Code Policy2Code Demo Day Recap
A recap of the twelve teams who presented during the Policy2Code Prototyping Challenge at BenCon 2024.
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Policy Loss of Medicaid Coverage During the Renewal Process
This study tracked Medicaid enrollees in Wisconsin and found that 20% lost coverage at the 12-month renewal deadline, with 37% regaining coverage within 6 months. The likelihood of losing and regaining coverage was influenced by age, healthcare use, and other personal characteristics.
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Human-Centered Design Summer of CX Webinar Series: Improving CX for Benefit Access
This webinar session discusses how to address customer experience challenges presented by digital identity in public benefit programs.
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Human-Centered Design Journeys and Experiences on the Path to Renewing Medicaid Health Coverage
Based on user interviews with families across the United States who navigated the Medicaid renewal process, this report offers insights and recommendations for improving the experience of renewing Medicaid and other benefits.
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Digital Identity Remote Identity Proofing: Better Solutions Needed to Ensure Equitable Access
This paper explains identity proofing, its impact on Medicaid access and equity, and federal guidance and business practices that support removing identity proofing as a barrier.
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Digitizing Policy + Rules as Code Benefits Cliffs Coaching with the Atlanta Fed’s CLIFF Tools: Implementation Evaluation of the National Pilot
The Atlanta Fed’s CLIFF tools provide greater transparency to workers about potential public assistance losses when their earnings increase. We find three broad themes in organization-level implementation of the CLIFF tools: identifying the tar- get population of users; integrating the tool into existing operations; and integrating the tool into coaching sessions.
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Webinar: Unwinding – Where Do We Go From Here?
CBPP and CCF held a webinar to discuss where Medicaid stakeholders go from here. CCF highlighted where states are now, next steps for state compliance with federal requirements, best practices that should be continued beyond the unwinding, and potential new developments including the final eligibility and enrollment rule. Additionally, we discussed outreach strategies to reconnect eligible children and families who lost Medicaid back to coverage.
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Policy Building Resilience: A Plan for Transforming Unemployment Insurance
The GAO placed the UI system on its High Risk List in June 2022, leading the DOL to develop a transformation plan detailing activities and strategies for building a resilient UI system capable of responding effectively to future economic challenges.