To improve the .gov registrar, 18F and CISA created customer panels to gather feedback, opinions, and suggestions. Using a customer-centric approached enabled 18F and CISA to identify areas for improvement, build a product roadmap, and establish relationships with users.
This case study documents how Civilla partnered with the Michigan Department of Health and Human Services (MDHHS) to redesign and modernize online enrollment for the state’s largest benefit programs.
Best practices for procuring and developing accessible tools that utilize artificial intelligence (AI) and how to ensure that they are in compliance with the Web Content Accessibility Guidelines (WCAG) 2.1 Level A and Level AA.
The Commonwealth of Massachusetts Executive Office of Technology Services and Security (EOTSS)
This case study explores how the City of Akron developed a community tree map to engage residents in urban forestry efforts, enabling them to identify, grow, and care for trees in their neighborhoods.
The GSA’s Service Design program implemented a data-driven evaluation process to enhance digital experiences, improve compliance, and streamline its website portfolio, achieving significant cost savings and customer-centric digital transformation.
This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
This profile on the Centers for Medicare and Medicaid Services’ (CMS) Open Source Program Office, the first of its kind in the federal government, showcasing how it advances transparency, collaboration, and innovation across agencies through open source software.
