When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
This field guide is for digital services and technology leaders working at the federal, state, or local government level. It describes a way of applying research approaches to strategic decision making across digital services.
The team developed an application to simplify Medicaid and CHIP applications through LLM APIs while addressing limitations such as hallucinations and outdated information by implementing a selective input process for clean and current data.
This field guide is written for digital services and technology leaders working in government agencies at the federal, state, or local level. It’s meant to highlight the power of product thinking to government digital services. With this guide, agencies can start moving from a project management mindset to a product-based approach to delivering services.
A playbook by AdHoc for agencies ready to replace enterprise software patterns with proven techniques from the world of commercial software. These plays can better equip teams with the practices that create resilient, flexible, and customer-friendly digital services.
Government agencies adopting generative AI tools seems inevitable at this point. But there is more than one possible future for how agencies use generative AI to simplify complex government information.
This article describes the necessity of building an inclusive research environment that empowers participants, as well as techniques for creating such environments in both in-person and remote capacities.
Defining a product in government digital services is crucial, as it serves as the means through which a service is delivered to the public, and understanding its attributes ensures effective and continuous improvement.
Companies have been developing and using artificial intelligence (AI) for decades. But we've seen exponential growth since OpenAI released their version of a large language model (LLM), ChatGPT, in 2022. Open-source versions of these tools can help agencies optimize their processes and surpass current levels of data analysis, all in a secure environment that won’t risk exposing sensitive information.
Modular contracting doesn’t just mean that you break one procurement into several pieces. This article shows you how to take a modular approach with a single contract divided up into natural break points.
Ad Hoc has found that product operations can help scale impact by putting objective indicators at the center of product decision-making. The team has seen success in supporting product thinking at agencies like the Department of Veterans Affairs (VA), where they made it easier for Veterans to access employment and education assistance and for caregivers to receive needed support.
