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
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
Takeaways from a workshop focusing on applying human-centered design to government artificial intelligence (AI) projects, led by Elham Ali, Researcher from the Beeck Center for Social Impact and Innovation.
The Federal Government made it easier for the public to share their knowledge, needs, and lived experiences to improve how government works for them and with them.
This exploratory brief outlines the City of Boston’s phased plan to build a digital system for scheduling, managing, and reporting mattress and bulky item recycling pickups.
An event recap from one of FormFest 2024's breakout sessions featuring speakers from the Canadian Digital Service and the National Head Start Association.
Michigan's UIA director, Julia Dale, is leading the agency through transition by prioritizing lived experience, hope, grit, and values. Virginia's SNAP Program Manager, Michele Thomas, highlighted the success of Sun Bucks, a summer EBT child nutrition program that fed over 700,000 kids in its first year.
The report highlights a project to improve the Philadelphia Office of Homeless Services' (OHS) prevention and intake processes by implementing trauma-informed practices. In collaboration with staff, participants, and trauma experts, the project aimed to reduce distress for those accessing services while equipping staff with tools and training to better manage trauma-related interactions, creating a more supportive and empathetic service environment.
This HuffPost article investigates the widespread failures of state unemployment websites during the COVID-19 pandemic, highlighting outdated technology, accessibility issues, and the human impact of these systemic breakdowns.
