The Medicaid Renewals Playbook offers strategies for technologists assisting states in streamlining Medicaid renewal processes during the COVID-19 Public Health Emergency unwinding.
Eligible people struggle to maintain their case status for critical safety net services, often due to administrative hurdles and poor communication. Code for America piloted text message reminders to support Louisianans, which helped clients avoid costly churn. Text messages are an underrated, efficient solution for human service agencies to meet client expectations and improve case outcomes.
This webpage from the U.S. Department of Labor (DOL) provides guidance on improving mobile usability for Unemployment Insurance (UI) systems to enhance customer experience and accessibility.
This tool kit brings together emergent best practices, workflows, and tools that communities, educators, mutual aid groups, designers, artists and activists are using for community building, and how design needs to change to best suit people, right now.
A catalogue to help teams design trustworthy services that work for people. Categories including informing decisions, signing into services, giving and removing consent, and doing security checks.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
The Improving Service Delivery in EITC for New Yorkers initiative explores ways to enhance access to the Earned Income Tax Credit (EITC) through improved outreach, application processes, and service delivery.
Code for America initially introduced the concept of Delivery-Driven Government in 2018. This article refreshes its original principles and expands on what the organization has learned to make its concepts clearer.
Applying UX research methods, the City of San Jose worked to improve how low-income and non-English speaking residents engaged with My San Jose, a website and mobile app for residents to report neighborhood issues to cities. They used a Spanish and Vietnamese translator to conduct interviews with target users, then detailed major findings and corresponding recommendations in this report.
Article announcing five new projects by the Office of Management and Budget that will improve experiences the public has with the government during significant movements in their lives. These “life experience” projects are at the center of a new model for how the Federal Government should better design and deliver benefits, services, and programs to the American people during the moments in their lives that matter most.
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.
