This report outlines a dozen fintech and civic tech organizations working across fourteen safety net programs to show what’s possible when modern technology is married to a consumer insights perspective.
Implementing client-centered communication strategies, such as clear language and digital reminders, can significantly reduce churn in public benefit programs, ensuring eligible individuals maintain continuous access to essential services.
Implementing flexible interview scheduling in Los Angeles County's CalFresh program significantly increased benefit approval rates and reduced processing times, particularly aiding working families, students, and individuals experiencing homelessness.
Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
A brief report on our quantitative research about messages that increase people's take-up of government benefits by making them feel like those benefits belong to them.
This overview journey map of street homeless outreach reflects the business process, and worker and client experience during the period January–April 2016 from initial observation, contact, case management, and placement in permanent housing. The map is displayed in eleven high-level sections, each with individual sub-level sections. Summaries and details for all the sections are presented in the subsequent pages. Each dot represents an individual or agency. Each cluster of dots represents a service interaction.
This overview journey map of street homeless outreach reflects the complexity of the service journey from first contact on street to placement in permanent housing.
Entrenched disparities in our laws and public policies, and in our public and private institutions, have often denied that equal opportunity to individuals and communities. It is therefore the policy of the Biden Administration that the Federal Government should pursue a comprehensive approach to advancing equity for all, including people of color and others who have been historically underserved, marginalized, and adversely affected by persistent poverty and inequality.
Design justice rethinks design processes, centers people who are normally marginalized by design, and uses collaborative, creative practices to address the deepest challenges our communities face.
President Biden believes that every American—regardless of where you live, where you work, or who you are—should have simple, seamless, and secure access to the Federal services they need. Over the past six months, we’ve gotten off to a fast start translating the President’s historic Executive Order on customer experience into action. Today, at the half-year mark, we have more key updates to share.
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.
APHSA established a working group to identify strengths, barriers, and opportunities for better system alignment in human services for young parents and children, leading to the development of a roadmap to support meaningful systems-level changes.
American Public Human Services Association (APHSA)
