A web-based platform that provides design principles, accessible UI components, and guidance to help teams across the UK government create consistent, user-centered digital services.
The “Start Small” approach encourages agencies to begin with targeted, manageable improvements in their WIC application process before expanding changes more broadly, fostering easier implementation and measurable early successes.
Key functionalities and design elements recommended for creating effective online WIC applications, focusing on usability, accessibility, and compliance to improve participant experience and streamline agency operations.
Millions in government benefits go unclaimed annually due to complex applications and lack of awareness. Simplifying processes, targeted outreach, and streamlined support can increase accessibility and ensure eligible individuals receive assistance.
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.
The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
This brief outlines the U.S. federal government’s framework to identify, reduce, and address administrative burdens through a series of executive orders, legislative actions, and updated policies focused on improving customer experience and increasing access to government benefits.
This report examines Pennsylvania’s recent success in responding to concerns from citizens that it took too long for a business, nonprofit or individual to receive a permit, license or certificate they had applied for.
The Digital Benefits Network's second Digital Identity Community of Practice quarterly call centered exploring client support models in digital identity and an update on the Balance ID project.
A case study describing how Massachusetts is building long-term public-sector capacity to deliver people-centered digital services by strengthening in-house expertise, shared tools, and agency-embedded support.
