Resource Human-Centered Design Customer Experience (CX)

Improving Access to Public Benefits and Customer Experience: Key Actions and Best Practices

Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.

Organizations: Office of Management and Budget (OMB), U.S. Department of Health and Human Services (HHS), U.S. Department of Agriculture (USDA), Aspen Institute Financial Security Program
Authors: Aspen Institute, Office of Management and Budget (OMB), U.S. Department of Health and Human Services (HHS), U.S. Department of Agriculture (USDA)
Published Year: 2024
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Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.

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