This research paper explores how government design systems function as the “translation layer” of digital public infrastructure, transforming technical systems into accessible, trustworthy citizen experiences.
This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
The article explores the importance of participatory planning in policymaking, emphasizing how engaging impacted communities improves program design, equity, and trust in government, with a focus on early childhood education initiatives.
The existing system for evaluating state safety net programs does not adequately capture the human experience of accessing services. This new National Safety Net Scorecard is a more meaningful set of metrics that can effectively asses the true state of the current program delivery landscape and measure progress over time, creating a more human-centered safety net.
This webpage from the U.S. Department of Labor (DOL) provides guidance on improving mobile usability for Unemployment Insurance (UI) systems to enhance customer experience and accessibility.
Code for America partnered with the CBPP, Civilla, and Nava to launch the Integrated Benefits Initiative, testing and piloting human-centered approaches to improve outcomes and learn what an optimal safety net could look like. This article describes key takeaways from short-term pilots implemented as part of this project.
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.
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.
