An outline of the opportunities for modernizing SNAP to better meet participant needs by streamlining enrollment, improving digital access, and enhancing coordination with other safety net services.
A framework that helps policy and digital service teams interpret legislation by identifying user needs, intent, and implementation challenges to support more effective, human-centered government service delivery.
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.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
Executive Order 14058, issued by President Joe Biden on December 13, 2021, aims to enhance the federal customer experience and service delivery to rebuild trust in government.
This memorandum provides guidance to agencies on how to design and deliver websites and digital services to the public and to assist agencies as they continue to implement the 21st Century Integrated Digital Experience Act1 (21st Century IDEA). It summarizes relevant statutory requirements, clarifies policy requirements, and expands best practices for agency websites and digital services.
The article highlights the federal government's efforts to improve customer experience through collaborative, human-centered approaches and lessons on embracing risk, partnerships, and user-focused design.
Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.
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.
A case study describing how Massachusetts is building long-term public-sector capacity to deliver people-centered digital services by strengthening in-house expertise, shared tools, and agency-embedded support.
