Location: United States
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Change Management 
Using Live Chat to Meet Constituent Needs in New Jersey: A Digital Service Network Spotlight
The Digital Services Network (DSN) spoke with the director of OOI’s Business Experience Initiative, E.J. Kalafarski, the director of Business Experience for the State, Jessica Lax, and product manager, Joe DeLaTorre, to learn about Business.NJ.gov’s live chat feature.
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User Research 
Building a User Research Compensation Process from the Ground Up in Saint Paul: A Digital Service Network Spotlight
The Digital Service Network (DSN) spoke with Ashley O’Brien, user experience designer for the City of Saint Paul, MN, about the flexible and resourceful approach she took to reach people across the city.
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Human-Centered Design 
Summer of CX Webinar Series: Principles to Improve CX
This webinar discusses the White House Executive Order and federal agency guidance for improving customer experience in public benefit programs.
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Policy 
Paving the Road to ACCESS: Early Insights from the Aligned Customer-Centered Ecosystem of Supports & Services (ACCESS) Initiative
In the early stages of the Aligned Customer-Centered Ecosystem of Supports & Services (ACCESS) Initiative, professionals in the health, human services, and labor sectors overwhelmingly expressed a deep desire for alignment to increase workforce capacity, streamline processes, and, above all, improve service delivery to those accessing services and programs. Through the ACCESS project, key collaborators have shared insights into current and future opportunities for alignment within their agencies, including potential enablers for and barriers to alignment activities.
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Human-Centered Design 
Tackling the Time Tax: How the Federal Government Is Reducing Burdens to Accessing Critical Benefits and Services: 2024 Edition
OIRA publishes an annual progress report on the burden reduction initiative, summarizing initiatives across all of government, and providing in-depth case studies of various burden reduction efforts, including their impact on individuals, families, and small businesses.
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How to Streamline Verification of Eligibility for Medicaid and SNAP
This toolkit provides resources for advocates and state agencies seeking to streamline the eligibility verification process for Medicaid and SNAP.
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Data 
State of Oregon Data Governance Policy
Data governance policy for the State of Oregon.
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Automation + AI 
Commonwealth of Massachusetts Acceptable Use and Development of Generative Artificial Intelligence
This document details acceptable uses and development of Generative Artificial Intelligence by The Commonwealth of Massachusetts.
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Data 
City of Boston Disability Data Standard
The City of Boston's disability-aware standards for City resources and the collection of disability data from residents throughout government processes.
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Management 
State of Arizona Strategic Enterprise Technology Organizational Chart
Organizational chart for the State of Arizona Strategic Enterprise Technology (ASET).
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Product Management 
Recommendation Matrix Template
A template recommendation matrix from the State of Arizona's Digital Solutions Office.
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SNAP Keys to Application Processing Timeliness
On-time approval and delivery of Supplemental Nutrition Assistance Program (SNAP) benefits are crucial to ensure food security, provide good customer service, and maintain trust.This document provides guidance on the most important strategies or “Keys” to achieving and maintaining acceptable timeliness rates.