Your role as a Digital Service Expert will be a focus on Human-Centered Design. This role is best for someone with experience in both user experience and service design.
This report examines the phenomenon of "churn" in public benefit programs, where eligible participants temporarily lose benefits due to administrative processes, analyzing its impact on both recipients and state agencies, and suggesting strategies to reduce its occurrence.
Digital service (DS) teams across the public sector are working to improve how services are delivered to residents. These teams exist at all levels of government and are iteratively using data, technology, and human-centered design to reframe how residents interact with government.
This resource outlines strategies for cross-enrollment outreach, which can break down silos between programs and reach applicants who may be eligible for under-enrolled benefits programs.
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.
