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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The document discusses the barriers that low- and moderate-income households face in accessing public benefits during financial crises.

It recommends best practices such as streamlining applications, integrating program access, improving communication and design, enhancing organizational systems, and using data for performance management to create a more equitable and efficient benefits system.