The Digital Benefits Network at the Beeck Center for Social Impact + Innovation at Georgetown University and Public Policy Lab co-hosted a webinar presenting breaking research on beneficiary experiences with digital identity processes in public benefits.
The Digital Service Network (DSN) spoke with three staff members from the New York State Executive Chamber—Gabe Paley, Tonya Webster, and, Luke Charde to learn more about the state's efforts to improve residents’ experiences accessing government programs.
This overview journey map of street homeless outreach reflects the business process, and worker and client experience during the period January–April 2016 from initial observation, contact, case management, and placement in permanent housing. The map is displayed in eleven high-level sections, each with individual sub-level sections. Summaries and details for all the sections are presented in the subsequent pages. Each dot represents an individual or agency. Each cluster of dots represents a service interaction.
Through the interviews, ULP sought to capture details of claimant experience, see how and why system failures occurred, and make recommendations for reform now—before another financial or public health crisis suddenly causes state unemployment rates to spike.
A case study of the Hawai‘i Career Acceleration Navigator — an accessible, data-driven and full-service government platform for unemployed people and other jobseekers to search for jobs and access supportive service benefits.
When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
A New America report examines the Volunteer Income Tax Assistance (VITA) program, highlighting its role in aiding low-income tax filers and offering recommendations to enhance public benefit access through improved tax filing assistance.
This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.
This milestone table outlines a detailed roadmap for states to implement mandatory Medicaid work reporting requirements under H.R. 1 by January 1, 2027.
A national survey of low-wage workers showing that administrative burdens in SNAP and Medicaid are common and strongly linked to food hardship, healthcare hardship, and chronic illness.
