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.
The New York Experience – or “NYX” – aims to transform the customer experience across New York State agencies making our government work better for our people.
This brief outlines the U.S. federal government’s framework to identify, reduce, and address administrative burdens through a series of executive orders, legislative actions, and updated policies focused on improving customer experience and increasing access to government benefits.
This article explores how integrating behavioral science into public administration can improve government effectiveness, equity, and trust by redesigning public services with human behavior in mind.
Canada’s Digital Standards are a set of principles that guide how public servants design, build, and run government digital services so they’re user-centered, accessible, secure, open, and trustworthy.
This project portfolio page details a human-centered service design partnership with the Michigan Unemployment Insurance Agency (UIA) to revitalize and streamline the state's unemployment benefits system following crisis-level strain.
A four-part U.S. Digital Service blog series detailing how the federal “Birth of a Child and Early Childhood” Life Experience team used human-centered design to improve benefit access, peer support, and maternal mental health services for families with children ages 0–5.
DGN Spotlights highlight innovative digital initiatives transforming how the government connects with the public. This story explores Washington State’s Customer Portal, a platform representing a major step toward unifying digital service access across state agencies.
This study highlights a 2.2% increase in citizen satisfaction with federal services, reaching a seven-year high, driven by improvements in digital experiences, government processes, and complaint handling.
Key functionalities and design elements recommended for creating effective online WIC applications, focusing on usability, accessibility, and compliance to improve participant experience and streamline agency operations.
