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.
This article describes the necessity of building an inclusive research environment that empowers participants, as well as techniques for creating such environments in both in-person and remote capacities.
Teams crafting policy inside and outside government can use the assessment to center their policy-making activities around those most impacted by their proposed programs and policy ideas.
This guide explains the U.S. Digital Service’s “discovery sprint,” a process by which teams can quickly build a common understanding of the status of complex organization, system, or service.
This HuffPost article investigates the widespread failures of state unemployment websites during the COVID-19 pandemic, highlighting outdated technology, accessibility issues, and the human impact of these systemic breakdowns.
This article explores how anticipatory logics—drawing from foresight, futures thinking, and design—are shaping the future of government by creating space for innovative policy approaches, public participation, and proactive governance.
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.
Professor Don Moynihan discusses how administrative burden is an effective tool to make it difficult for people to access certain types of benefits, noting that this is particularly harmful to communities of color.
In a time of crisis, behavioral science offers insights into how to reduce the paperwork and other administrative burdens that prevent people from taking advantage of crucial support services.
Californians who receive food assistance come from all backgrounds, but many share a similar story: they were barely getting by financially when they were tipped into crisis by an unexpected expense or loss of income. This site shares their stories.
Important considerations for understanding user needs to inform responsive design in rapidly changing contexts are discussed, including how context, threat perception, decision-making, and crisis affects disaster management and UX research.
