Implementing flexible interview scheduling in Los Angeles County's CalFresh program significantly increased benefit approval rates and reduced processing times, particularly aiding working families, students, and individuals experiencing homelessness.
Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
A brief report on our quantitative research about messages that increase people's take-up of government benefits by making them feel like those benefits belong to them.
This overview journey map of street homeless outreach reflects the business process, and worker and client experience during the period January–April 2016 from initial observation, contact, case management, and placement in permanent housing. The map is displayed in eleven high-level sections, each with individual sub-level sections. Summaries and details for all the sections are presented in the subsequent pages. Each dot represents an individual or agency. Each cluster of dots represents a service interaction.
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.
Executive Order 13985, titled "Advancing Racial Equity and Support for Underserved Communities Through the Federal Government," was issued by President Joe Biden on January 20, 2021, to promote equity across federal agencies.
Design justice rethinks design processes, centers people who are normally marginalized by design, and uses collaborative, creative practices to address the deepest challenges our communities face.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
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.
APHSA established a working group to identify strengths, barriers, and opportunities for better system alignment in human services for young parents and children, leading to the development of a roadmap to support meaningful systems-level changes.
American Public Human Services Association (APHSA)
This report examines how implementing Asset Verification Systems (AVS) can streamline Medicaid eligibility determinations for seniors and individuals with disabilities by automating the verification of applicants' financial assets.
