A recap of the two-day conference focused on charting the course to excellence in digital benefits delivery hosted at Georgetown University and online.
This paper examines three key questions in participatory HCI: who initiates, directs, and benefits from user participation; in what forms it occurs; and how control is shared with users, while addressing conceptual, ethical, and pragmatic challenges, and suggesting future research directions.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
The U.S. Department of Labor is working with states, territories, and the public to develop strategies to continuously improve the nation’s unemployment insurance (UI) systems.
This report describes how the government can use widespread social media feedback and begin to build long-term measures to center people’s experience as an important component of policy design
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.
This resource describes how different agencies have updated their systems to increase online and mobile access to benefits information and applications, including using text messages to share benefits information with residents.
Code for America initially introduced the concept of Delivery-Driven Government in 2018. This article refreshes its original principles and expands on what the organization has learned to make its concepts clearer.
The Improving Service Delivery in EITC for New Yorkers initiative explores ways to enhance access to the Earned Income Tax Credit (EITC) through improved outreach, application processes, and service delivery.
This Code for America article discusses how tax filing can be a powerful tool for economic justice, highlighting efforts to make the tax system more accessible and equitable for low-income individuals.
