The Administration for Children and Families’ Office of Family Assistance (OFA) worked with 18F to replace its legacy data reporting system through product management training, user research, and an assisted acquisition.
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.
This report examines how the U.S. federal government can enhance the efficiency and equity of benefit delivery by simplifying eligibility rules and using a Rules as Code approach for digital systems.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
The Technology Transformation Service at GSA recently created a new Public Benefits Studio to focus on fostering a more cohesive, coordinated experience for the public, across programs.
Initially created to inform federal staff at the U.S. Department of Health and Human Services, this tip sheet highlights the importance of using equitable communication and includes tips, guiding questions, and additional resources.
Office of the Assistant Secretary for Planning and Evaluation (ASPE)
This study examines how bureaucratic interactions differ among public assistance programs—WIC, SNAP, and Medicaid—highlighting variations in participant experiences and the psychological costs associated with each.
This article examines how outdated state unemployment insurance (UI) systems struggled during the COVID-19 pandemic, leading to delays, technical failures, and widespread frustration for job seekers.
The White House Office of Science and Technology Policy has identified five principles that should guide the design, use, and deployment of automated systems to protect the American public in the age of artificial intelligence. These principles help provide guidance whenever automated systems can meaningfully impact the public’s rights, opportunities, or access to critical needs.
Expanding access to free tax assistance through virtual Volunteer Income Tax Assistance (VITA) programs can help low-income filers claim essential tax benefits without incurring preparation fees.
