The US Digital response partnered with dozens of states, counties, and cities to support them in using and tracking CARES Act grants. This article presents six lessons learned from their work to help governments better assist residents, particularly small businesses and low-income communities.
The ubiquity of mobile devices makes it imperative to build “mobile first” services, i.e. services built with the expectation that they will primarily be accessed on mobile devices. This article also outlines important considerations and suggestions for implementing mobile-first user interfaces.
In response to COVID-19, the Workers Lab and Steady developed the "Income Passport" to streamline gig workers' unemployment benefit applications by pulling income data directly from gig platforms and financial accounts. This tool reduced manual verification time, helped prevent fraud, and improved workers' access to full benefits, with successful tests in Alabama and Louisiana demonstrating significant time savings and improved service delivery.
This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.
Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for New York's online application for Unemployment Insurance.
In the article, researchers examines how administrative burdens in waitlist management for subsidized childcare in Massachusetts have led to significant reductions in the number of families awaiting assistance, potentially obscuring the true extent of unmet need.
This blog post discusses strategies that states can implement to make public assistance applications more accessible during the COVID-19 crisis, emphasizing the importance of flexibility in application processes to accommodate increased demand and social distancing measures.
The article discusses how state agencies can effectively use text messaging to communicate with Medicaid and SNAP enrollees, especially following a 2021 FCC ruling that permits automated texts for informational purposes.
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
