This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
Building on our February 2022 report Benefit Eligibility Rules as Code: Reducing the Gap Between Policy and Service Delivery for the Safety Net, the Beeck Center’s Digital Benefits Network (DBN) recently held a convening to share progress and potential in digitizing benefits eligibility and to begin addressing how a national approach could be started.
This guide discusses general characteristics shared by organizations that have successfully created accessible content, and includes case studies that showcase characteristics of successful accessible content teams.
Teams crafting policy inside and outside government can use the assessment to center their policy-making activities around those most impacted by their proposed programs and policy ideas.
This session from FormFest 2024 featured the work in Austin, Texas on criminal justice forms, and the South Bend, Indiana Animal Resource Center’s efforts to redevelop their animal adoption forms.
This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
The report highlights a project to improve the Philadelphia Office of Homeless Services' (OHS) prevention and intake processes by implementing trauma-informed practices. In collaboration with staff, participants, and trauma experts, the project aimed to reduce distress for those accessing services while equipping staff with tools and training to better manage trauma-related interactions, creating a more supportive and empathetic service environment.
This resource appendix is a compilation of useful resources intended as a follow-on to the DSN’s writing on theories of change for digital transformation in government. Practitioners can use these resources to DIY their ToC after reading our essays.
This resource outlines strategies for cross-enrollment outreach, which can break down silos between programs and reach applicants who may be eligible for under-enrolled benefits programs.
This FormFest profile highlights how the Colorado Behavioral Health Administration redesigned its complaint submission form using empathy, human-centered design, and trauma-informed research methods to make the process more accessible, compassionate, and secure for all users.
