This exploratory brief outlines the City of Boston’s phased plan to build a digital system for scheduling, managing, and reporting mattress and bulky item recycling pickups.
Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for Arizona's online application for Unemployment Insurance.
CalAcademy is California’s public sector innovation training program, equipping state employees with modern skills like human-centered design, data analytics, and a product mindset to enhance government services.
To kick off the Digital Service Network’s (DSN) summer event series, Let’s Get Digital, the DSN heard from the State of Arizona on their efforts to transform government services through a strong collaboration between information technology (IT) and digital service functions.
NYC's My File NYC and New Jersey's unemployment insurance system improvements demonstrate how successful digital innovations can be scaled across various programs, leveraging trust-building, open-source technology, and strategic partnerships.
In this brief, they present a definition of HCD that is applicable to the context of human services delivery, differentiate HCD from similar design and problem-solving approaches, and describe how HCD is being used in human services.
U.S. Department of Health and Human Services (HHS)
Through the Coordinating SNAP & Nutrition Supports program, Mecklenburg County, NC leveraged a Food Security Navigator model and data analysis to increase access to nutrition supports. This report documents best practices and lessons learned from their project.
American Public Human Services Association (APHSA)
This report analyzes lawsuits that have been filed within the past 10 years arising from the use of algorithm-driven systems to assess people’s eligibility for, or the distribution of, public benefits. It identifies key insights from the various cases into what went wrong and analyzes the legal arguments that plaintiffs have used to challenge those systems in court.
Oklahoma Human Services (OKDHS) modernized their service delivery by reducing their real estate footprint, designing trauma-informed and user-friendly spaces, and expanding an embedded worker program to improve accessibility and client experience. Through their "Service First" strategy, OKDHS aims to create more equitable and compassionate interactions, reaching vulnerable populations while addressing high occupancy costs.
