This report summarizes progress made with agencies and members of the public to identify and reduce burdens that individuals, families, and small businesses face every day when interacting with government programs.
This article introduces ideas42, a non-profit behavioral research and design firm applying insights from behavioral sciences, including behavioral economics (BE), social psychology, and other disciplines, for social good. Their behavioral design methodology is human-centered, but it incorporates scientific insights and iterative testing, applying observations about how people choose and act from experimental academic research to inform qualitative research.
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.
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 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.
The Unemployment Insurance Equitable Access Toolkit contains common equity recommendations, promising practices, and insights, represented visually as a different floor of an agency office building, compiled in one interactive document.
Fact sheet associated with policy guidance from the Office of Management and Budget (OMB) providing guidance on "The Delivering a Digital-First Public Experience."
Describes the Principles of a Human-Centered Safety Net: Many Welcoming Doors, Easy to Understand, Clients Can Make Informed Decisions, Responsive to Changing Needs, Simple Actions
