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 article explores how anticipatory logics—drawing from foresight, futures thinking, and design—are shaping the future of government by creating space for innovative policy approaches, public participation, and proactive governance.
This charter defines the goals, scope and organization of the “Integrated Service Delivery (ISD) Product Office” charged with planning, implementing, governing, and managing all business transformation, change, and systems modernization efforts related to integrated service delivery, focused initially on integrated eligibility and enrollment.
City and County of San Francisco's Digital Accessibility and Inclusion Standard which ensures equitable access to all of digital services and web content for San Franciscans.
Your role as a Digital Service Expert will be a focus on Human-Centered Design. This role is best for someone with experience in both user experience and service design.
This overview journey map of street homeless outreach reflects the complexity of the service journey from first contact on street to placement in permanent housing.
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.
