Technology that automates different processes can save time for caseworkers and constituents, but it can also significantly reduce the transparency of government operations. This paper describes how Pennsylvania advocates addressed the low rate of automated Medicaid renewals.
County workers typically spend most of their time trying to get income information right during eligibility interviews. This article provides several recommendations for asking about income, accounting for cognitive biases, under-reporting, and complexities in reporting income.
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.
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.
Washington Technology Solutions (WaTech) launched a three-year (2024-2026) strategic plan centered around three key goals: optimize service delivery for customers, cultivate an flexible and innovative workplace, and establish WaTech's role as a statewide technology leader.
In this blog post, we’ve detailed some of the steps we take to help capture the best data possible when conducting interviews. This post is intended as a guide for people who need to conduct user interviews and for people simply curious about how we work.
This guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
This session from FormFest 2024 featured the Department of Homeland Security and the United States Digital Service talking about their work to reduce form burdens for internal and external users.
This session from FormFest 2024 focused on human centered form improvements from the City of Reykjavik and the German Digital Service’s form simplification project.
The Technology Code of Practice is a set of government guidelines for designing, building, and buying digital services and technology to ensure they are efficient, accessible, and cost-effective in the UK.
