In the Fall of 2022, the USDOL Office of Unemployment Insurance Modernization (OUIM) consulted with the Illinois Department of Employment Security (IDES) to provide hands-on support with IT modernization and customer experience strategy. Primary discussions focused on making informed product, service, and business decisions based on qualitative and quantitative data— how might IDES leverage existing data streams to identify the most pressing technology issues in their unemployment insurance system, and how might IDES act upon this information in a timely and impactful manner?
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.
This report highlights lessons learned from improving economic stability and well-being outcomes for young parent families, focusing on interagency collaboration, community engagement, data-driven improvement, and aligned services to guide future efforts.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
This guide provides practical insights for benefits administrators on redesigning benefits systems using human-centered design to ensure all eligible residents can access crucial social safety net resources.
The Digital Service Network (DSN) spoke with API Director Nicolas Diaz Amigo, GPL Fellow Mia Capone, and OMB Director Timothy Rudd to learn more about the City of Syracuse's multi-year procurement transformation initiative.
This mainstage session from FormFest 2024 featured behind-the-scenes stories about the IRS’ work to turn tax forms from static PDFs into a user friendly digital experience.
The Federal Government made it easier for the public to share their knowledge, needs, and lived experiences to improve how government works for them and with them.
This session from FormFest 2024 focused on how to help people get the assistance they need from the U.S. Department of Health and Human Services’ work on the Low Income Home Energy Assistance Program (LIHEAP) and the Maryland Social Services Administration’s work to improve welfare support for kinship caregivers.
This toolkit is designed to support government agencies in evaluating the effectiveness of their public participation and community engagement (PPCE) activities.
This report provides a comprehensive analysis of administrative burdens, offering strategies to reduce unnecessary obstacles in public service delivery, with a focus on improving access to government services for underserved and marginalized populations.
