This is a working list of plain language Spanish translations and recommended usage for common unemployment insurance terms. All content contained in this glossary has been tested and validated for readability and comprehension with Spanish speakers who have limited English proficiency.
Code for America’s Integrated Benefits Initiative has been working in partnership with the State of Colorado to demonstrate how user-centered approaches lead to measurably better delivery of safety net programs. This article describes their work with the state of Colorado in simplifying how clients report common life changes that can affect their eligibility.
The Advancing Economic Mobility for Low-Income Families report, published by the National Governors Association (NGA) Center for Best Practices, provides policy options for governors to strengthen economic security, workforce participation, and wealth-building opportunities for low-income families.
This plan promotes responsible AI use in public benefits administration by state, local, tribal, and territorial governments, aiming to enhance program effectiveness and efficiency while meeting recipient needs.
U.S. Department of Health and Human Services (HHS)
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.
This issue brief describes the Pennsylvania case study, outlines the historical context, and offers strategies and recommendations for successfully implementing Fast Track.
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.
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.
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.
