A case study describing how Massachusetts is building long-term public-sector capacity to deliver people-centered digital services by strengthening in-house expertise, shared tools, and agency-embedded support.
Practitioner Picks is a quarterly series designed to add fresh resources to the Digital Government Hub’s library, helping people improve government digital service delivery. Each issue spotlights resources chosen by practitioners in a specific service delivery area along with their insights on why these picks are valuable additions to the Hub.
This document provides two Spanish language templates for SNAP agencies to use to communicate SNAP work requirement changes to participants who are newly subject to requirements.
American Public Human Services Association (APHSA)
An in-depth report that examines how states use automated eligibility algorithms for home and community-based services (HCBS) under Medicaid and assesses their implications for access and fairness.
This case study examines how Michigan’s Department of Health and Human Services uses data practices to advance racial equity in child welfare through identity-informed data collection and anonymous decision-making.
U.S. Department of Health and Human Services (HHS)
This brief outlines the U.S. federal government’s framework to identify, reduce, and address administrative burdens through a series of executive orders, legislative actions, and updated policies focused on improving customer experience and increasing access to government benefits.
This guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
The team explored using LLMs to interpret the Program Operations Manual System (POMS) into plain language logic models and flowcharts as educational resources for SSI and SSDI eligibility, benchmarking LLMs in RAG methods for reliability in answering queries and providing useful instructions to users.
This interview template includes questions designed to help teams conduct exploratory, semi-structured interviews with government stakeholders involved in program delivery to gather information that can help them evaluate the status quo of digital delivery in their organization.
