This overview journey map of street homeless outreach reflects the complexity of the service journey from first contact on street to placement in permanent housing.
Oklahoma Human Services (OKDHS) modernized their service delivery by reducing their real estate footprint, designing trauma-informed and user-friendly spaces, and expanding an embedded worker program to improve accessibility and client experience. Through their "Service First" strategy, OKDHS aims to create more equitable and compassionate interactions, reaching vulnerable populations while addressing high occupancy costs.
The Lost in the Labyrinth brief examines how fragmented early care and education (ECE) programs across the U.S. create challenges for families seeking services for young children.
This award documentation from the National Association of State Chief Information Officers (NASCIO) explains how agencies in Ohio used automation to support administration of public benefits programs.
National Association of State Chief Information Officers (NASCIO)
This paper describes results from fieldwork conducted at a social services site where the workers evaluate citizens' applications for food and medical assistance submitted via an e-government system. These results suggest value tensions that result - not from different stakeholders with different values - but from differences among how stakeholders enact the same shared value in practice.
CHI '14: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
The California Employment Development Department (CA EDD) launched the EDDNext initiative to modernize benefit delivery, focusing on user-centric procurement for a new identity verification system.
This report poses the question of whether states are prepared to meet the new Medicaid work reporting and renewal mandates introduced by HR 1, given ongoing strain from the post-pandemic “unwinding.”
This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.
This example examines Miami-Dade County's initiative to streamline digital applications for LIHEAP, aiming to improve accessibility and efficiency for residents seeking energy assistance.
