This report explores the Maine Department of Labor’s (MDOL) remarkable response to this layoff through collaboration with the Peer Workforce Navigator project—a coalition of community-based organizations in partnership with the MDOL—which made a huge difference in the lives of these laid off workers. The report also examines aspects of the state’s unemployment insurance (UI) system that might be improved to account for similar situations in the future.
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 visualized report is a first first-of-its-kind view of the state of benefits applications across the nation from a client perspective, including information on application availability online, combined benefit applications, application completion times, as well as login and identity proofing requirements.
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.
Dana Chisnell describes work leading a team of researchers to interview people from across the US on their experiences applying for unemployment and other benefits during the pandemic.
This report discusses the financial resilience strategies families used to manage gaps before benefits arrived, in addition to providing recommendations for how benefits can be better designed in the future to fit the financial lives of lower-income households.
Accessing safety net benefits can involve complicated and duplicative processes that create barriers to access. Using cross-enrollment strategies can minimize the difficulties community members face in getting access to life-saving resources.
Through the ACCESS project, key collaborators have shared insights into current and future opportunities for alignment within their agencies, including potential enablers for and barriers to alignment activities.
American Public Human Services Association (APHSA)
