In 2024, the Center on Budget and Policy Priorities and Digital Benefits Network led a workshop to explore key terms related to digital identity, and provide ecosystem-level context on how authentication and identity proofing may show up in the online benefits experience and impact clients. This resource links to the presentation slides.
This report puts forth an anti-racist reimagining of Medicaid and CHIP that actively reckons with the racist history of the Medicaid program and offers principles and recommendations that capitalize on the transformative potential of the programs. The principles center the voices and agency of program participants and prioritize direct community involvement at all stages of the policy process.
Oklahoma Human Services (OKDHS) modernized their service delivery by reducing their real estate footprint, designing trauma-informed and user-friendly spaces, and expanding an embedded worker program to improve accessibility and client experience. Through their "Service First" strategy, OKDHS aims to create more equitable and compassionate interactions, reaching vulnerable populations while addressing high occupancy costs.
The Summer EBT Playbook offers states practical strategies, tools, and examples to effectively implement the new Summer EBT program, ensuring low-income children receive food benefits when school is out.
This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
Hennepin County, Minnesota, implemented an online application system for child care assistance, resulting in increased applications, faster benefit distribution, and reduced administrative burdens.
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.
This article details California's Disaster Relief Assistance for Immigrants (DRAI) program, which provided $500 in cash aid to undocumented adults affected by the COVID-19 pandemic, highlighting the collaborative efforts between the state, community-based organizations (CBOs), and Code for America to distribute $75 million to 150,000 individuals.
Nava partnered with California's Employment Development Department (EDD) to rapidly develop two cloud-based digital services, enhancing unemployment benefit access during the COVID-19 pandemic.
