The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
Approximately 12 million low-income individuals risk missing out on federal stimulus payments due to non-filing status, prompting the Center on Budget and Policy Priorities (CBPP) to recommend targeted state outreach to connect eligible non-filers with their Economic Impact Payments (EIPs).
This study examines how providing information about administrative burden influences public support for government programs like TANF, showing that awareness of these burdens can increase favorability toward the programs and their recipients.
LA’MESSAGE is a one-way text messaging service developed by Code for America in partnership with Louisiana to broadcast reminders and guidance to residents enrolled in and eligible for SNAP, Medicaid, TANF, and WIC at key points throughout the benefits enrollment and renewal process.
This guide discusses general characteristics shared by organizations that have successfully created accessible content, and includes case studies that showcase characteristics of successful accessible content teams.
An interview with Wendy De La Rosa, assistant professor at the Wharton School at the University of Pennsylvania. De La Rosa discusses how the concept of “psychological ownership” can encourage people to take up benefits they are eligible for.
The report examines pilot projects in multiple states that utilized data matching and targeted outreach to enroll eligible families with young children in the WIC program, demonstrating the effectiveness of this approach in increasing participation rates.
A practical toolkit that helps human services agencies coordinate programs and benefits to better support whole families through aligned policies, processes, and service delivery.
A case study on how North Carolina leveraged human-centered design, interagency collaboration, and data-sharing strategies to improve cross-enrollment in SNAP, WIC, and Medicaid, aiming to reduce administrative burden and better serve families.
American Public Human Services Association (APHSA)
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.
This resource examines how improvements in customer service experiences in public benefit programs like Medicaid, CHIP, and TANF can help better meet enrollees’ needs and build trust in government.
