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Human-Centered Design Summer of CX Webinar Series: CX Metrics for Decision Making
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
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Diversity, Equity + Inclusion Strategies to Support Young People’s Access to Public Benefits
The report identifies strategies to improve young people's access to public benefits, including targeted outreach, benefit navigation, partnerships, eligibility expansion, and administrative efficiency.
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Digital Identity Digital Identity in Public Benefits
In this updated primer, the DBN describes how identity proofing and authentication show up in public benefits applications and outlines equity and security concerns raised by common identity proofing and authentication methods.
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Policy Navigating the Patchwork of State Paid Family and Medical Leave Programs
While millions of workers have gained access to PFML, the lack of uniformity in mandatory PFML programs created a growing patchwork of state laws, differing on nearly 30 policy components across four key areas: substantive benefits, financing, eligibility, and administrative requirements.
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Digital Identity My File NYC — PATH Pilot Case Study
My File NYC is a document storage and sharing website that provides New York City residents a safe place to store and share vital documents when applying for City services.
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Digital Identity Remote Identity Proofing: Better Solutions Needed to Ensure Equitable Access
This paper explains identity proofing, its impact on Medicaid access and equity, and federal guidance and business practices that support removing identity proofing as a barrier.
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Human-Centered Design Summer of CX Webinar Series: Principles to Improve CX
This webinar discusses the White House Executive Order and federal agency guidance for improving customer experience in public benefit programs.
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Policy Paving the Road to ACCESS: Early Insights from the Aligned Customer-Centered Ecosystem of Supports & Services (ACCESS) Initiative
In the early stages of the Aligned Customer-Centered Ecosystem of Supports & Services (ACCESS) Initiative, professionals in the health, human services, and labor sectors overwhelmingly expressed a deep desire for alignment to increase workforce capacity, streamline processes, and, above all, improve service delivery to those accessing services and programs. Through the ACCESS project, key collaborators have shared insights into current and future opportunities for alignment within their agencies, including potential enablers for and barriers to alignment activities.
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Human-Centered Design Tackling the Time Tax: How the Federal Government Is Reducing Burdens to Accessing Critical Benefits and Services: 2024 Edition
OIRA publishes an annual progress report on the burden reduction initiative, summarizing initiatives across all of government, and providing in-depth case studies of various burden reduction efforts, including their impact on individuals, families, and small businesses.
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Procurement Modernizing Unemployment Insurance: Lessons From The Tiger Teams
BPC compiled 14 key lessons for updating UI benefits administration. A central theme is how closely tied integrity, equity, and timeliness are to improving the administration of UI benefits. This report presents findings from a review by the Bipartisan Policy Center of DOL’s Tiger Teams initiative. To conduct the review, BPC held a series of interviews from February to June 2023 with UI officials from 11 of 36 participating states, DOL officials responsible for overseeing the initiative, and state-level claimant advocacy groups that contributed to the initiative.
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Policy SNAP Keys to Application Processing Timeliness
This document provides guidance on strategies to achieve and maintain acceptable timeliness rates for SNAP benefit approval and delivery.
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Human-Centered Design ‘They’re Stealing Food From My Kids’: SNAP recipients and the struggle against EBT Theft
EBT theft has deeply damaged the lives of the lowest-income Americans. The following insights reveal a system that leaves people in the dark and fails to protect a crucial lifeline.