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 June 2020, the state implemented an innovative and entirely virtual vendor selection process to evaluate these solutions under the direction of the Colorado Digital Service (CDS).
A case study documenting how a human-centered claimant portal was developed for the New Jersey Department of Labor (NJDOL) to modernize unemployment insurance access using agile development and API technology.
This report outlines strategies states can adopt to improve access to SNAP, Medicaid, and WIC programs by leveraging policy options, data coordination, and streamlined service delivery.
This exercise engages participants in selecting the most and least clicked website menu items by marking their choices with stickers, followed by a group review to compare assumptions with actual data.
Montgomery County Public Library (MCPL) Digital Strategies Team
This FormFest profile highlights how the Colorado Behavioral Health Administration redesigned its complaint submission form using empathy, human-centered design, and trauma-informed research methods to make the process more accessible, compassionate, and secure for all users.
An event recap from one of FormFest 2024's breakout sessions featuring speakers from South Bend Indiana and others working on creating accessible legal forms.
Building modular, open-source, human-centered software is necessary to create equitable government services fit for the digital age. Nava emphasizes addressing large scale digital service challenges by building and releasing small, modular software components that are loosely-coupled by well-defined APIs. This enables agencies to quickly and conistently deliver services that help people immediately, whilst also building a flexible foundation for long-term technical evolution.
