This guide touches on everything from Code for America’s core research philosophy, to our approach to ethics and trauma-informed research, to specific research methods. It also includes plenty of practical tips on planning and executing research, as well as how to synthesize your findings into action.
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.
In this brief, APHSA outlines its commitment to addressing the causes of structural inequities by first illuminating structural root causes of race inequity within the context of human services. The brief outlines approaches to doing the intentional and systematic work that is required to counteract the structural barriers human services systems have fostered.
American Public Human Services Association (APHSA)
In response to the COVID-19 crisis, the federal government authorized a new emergency program, Pandemic EBT (P-EBT), to replace school meals with money for groceries while schools are closed. Code for America describes its efforts to launch an accessible, online P-EBT application under an accelerated timeline due to to immense demand caused by the pandemic.
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article investigates the widespread failures of state unemployment websites during the COVID-19 pandemic, highlighting outdated technology, accessibility issues, and the human impact of these systemic breakdowns.
Innovators inside and outside of government are working to improve access to the social safety net using data, technology, and design. This report highlights innovations carried out by The Rockefeller Foundation’s Data and Technology grantees from 2018 to 2021, including extraordinary efforts to meet the challenges of the pandemic. Those grantees are: Benefits Data Trust, Code for America, Georgetown University’s Beeck Center for Social Impact and Innovation, U.S. Digital Response, and the Digital Innovation and Governance Initiative at New America. In 2020, these projects secured more than $200 million in benefits for close to 100,000 people across at least 36 states, and helped millions more through policy change, training, and guidance.
Through our research understanding the government digital service field and what workers in this field need, we want to help strengthen those existing roles and establish more pathways for promotion and career support, as well as help other teams recognize the value of these skills and create new roles.
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.
