This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
Californians who receive food assistance come from all backgrounds, but many share a similar story: they were barely getting by financially when they were tipped into crisis by an unexpected expense or loss of income. This site shares their stories.
The report examines how current remote identity proofing methods can create barriers to Medicaid enrollment and suggests improvements to ensure equitable access for all applicants.
This issue brief illustrates the challenges that many older adults with low income face in gaining access to benefits online. It addresses digital literacy, access to broadband internet, and the increasing prevalence of connecting online to SNAP.
This article from Civil Eats explores how expanding online purchasing options for SNAP recipients can improve food security, especially in the wake of the COVID-19 pandemic.
The "Implementing Paid Family and Medical Leave" report examines New Jersey's experience with paid leave programs, offering insights and recommendations for effective policy design and implementation.
This guide highlights approachable ideas for state and local public benefits agencies to improve applications, renewals, and correspondence. As outlined in this resource, even small improvements can be transformative for residents and caseworkers alike.
This report examines Georgia’s Medicaid demonstration testing work requirements—the only such active program in the nation—and provides detailed findings on administrative costs, implementation challenges, and federal oversight weaknesses.
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
Technology that automates different processes can save time for caseworkers and constituents, but it can also significantly reduce the transparency of government operations. This paper describes how Pennsylvania advocates addressed the low rate of automated Medicaid renewals.
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.
