This session from FormFest 2024 focused on improving service delivery by hearing about work in multiple cities to rapidly digitize service delivery and work by the Department of Veteran Affairs around implementing service design principles in form revisions.
This article offers three human‑centered strategies to help state agencies implement expanded work reporting requirements in SNAP and Medicaid under H.R. 1 with minimal burden on clients and staff.
A blog post outlining key strategies states can use to lower SNAP payment error rates, a priority given new fiscal penalties tied to error rates under recent federal law.
Code for America describes its work building the P-EBT online application and the consulting it provided to 10 states regarding implementing the program in a quick, effective, and human-centered way. Despite herculean efforts among human services and education agencies to get P-EBT off the ground, there were a few key technological, operational, and logistical barriers that consistently got in the way and hampered a smooth rollout of the program across the country.
The GetCalFresh team, the California Department of Social Services, and the California Secretary of State’s office worked together to create a simplified, accessible voter registration experience with clients. When people come to GetCalFresh.org, they are looking to apply for food assistance, so the state of California did not want voter registration to become an obstacle to the goal of getting food assistance. Thus, rather than directing clients to anther website, they offered to text clients a link to the CA Secretary of State’s voter website with directions on how to register.
Explains that government service forms should be designed to reduce anxiety and build trust—especially for marginalized people—by minimizing requests for highly sensitive personal information or explaining clearly why and how such data will be used, making optional fields and alternatives available, and providing context and reassurance throughout the application process.
