Library
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Ten Ways Customer Experience Can Improve Equitable Access and System Integrity for Unemployment Insurance
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.
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Research Process: Account Creation and Identity Proofing in Online Public Benefits Applications
This publication describes the research process and protocol used in the Digital Benefits Networks research project, "Digital Account Creation and Identity Proofing in Public Benefits Applications."
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2024 Edition: Account Creation and Identity Proofing in Online Public Benefits Applications
In December 2024, the Digital Benefits Network released an updated open dataset on authentication and identity proofing requirements across various public benefits applications to highlight best practices and areas for improvement in identity management.
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Benefits Playbook for Designing Human-Centered Applications
By implementing these best practices, states can improve the experience of accessing essential public benefits programs.
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Digital Identity Updates from the Digital Benefits Network at BenCon 2024
Announcements include the Digital Identity Community of Practice, updates on research with NIST and CDT, and upcoming data set.
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Balancing Security and Customer Experience During Digital Account Creation and Authentication for Benefits Delivery at BenCon 2024
This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
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The Integral Pillars for Digital Benefits Delivery: Access, Security, and Accuracy at BenCon 2024
Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.
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Takeoff Velocity and Rocket Fuel: How to Continue Forward Momentum at BenCon 2024
NYC's My File NYC and New Jersey's unemployment insurance system improvements demonstrate how successful digital innovations can be scaled across various programs, leveraging trust-building, open-source technology, and strategic partnerships.
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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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Digital Identity in Public Benefits
In this updated primer, the DBN describes how identity proofing and authentication show up in public benefits applications and outlines equity and security concerns raised by common identity proofing and authentication methods.
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My File NYC — PATH Pilot Case Study
My File NYC is a document storage and sharing website that provides New York City residents a safe place to store and share vital documents when applying for City services.
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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.