The article highlights the federal government's efforts to improve customer experience through collaborative, human-centered approaches and lessons on embracing risk, partnerships, and user-focused design.
A practical implementation playbook guiding Healthy Start sites in designing, launching, and evaluating Alumni Peer Navigator (APN) services to improve maternal and child health through peer support and community-based participatory 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.
This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
This report outlines strategies states can adopt to improve access to SNAP, Medicaid, and WIC programs by leveraging policy options, data coordination, and streamlined service delivery.
This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
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.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
This memorandum provides guidance to agencies on how to design and deliver websites and digital services to the public and to assist agencies as they continue to implement the 21st Century Integrated Digital Experience Act1 (21st Century IDEA). It summarizes relevant statutory requirements, clarifies policy requirements, and expands best practices for agency websites and digital services.
