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.
Usability tests can help teams develop products that are user-centered, accessible, and inclusive. This guide will help you create a robust plan to promote a successful usability test.
mRelief recently completed a research study to investigate whether there are specific parts of the Supplemental Nutrition Assistance Program (SNAP; also known as food stamps) benefits application process that make it difficult to complete. We conducted interviews with mRelief users and SNAP outreach workers (individuals whose job responsibilities include providing SNAP application assistance in person or over the phone) in Illinois. We also conducted group interviews with SNAP outreach workers to collaborate with them to uncover findings and develop recommendations.
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 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.
