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.
This article describes how Code for America conducted qualitative research within its GetCalFresh application by asking families to tell them about their familial, housing, and financial situations. From client messages, they gathered information regarding how to make changes to their product to keep their work people-centered.
With the extension and expansion of P-EBT during COVID and the Food and Nutrition Service releasing new guidance, states have an opportunity to effectively deliver essential resources to children and families. Code for America built this toolkit of resources to share recommendations and promising practices around the implementation of P-EBT and to support state agencies and partners tasked with the development of P-EBT programs.
Implementing flexible interview scheduling in Los Angeles County's CalFresh program significantly increased benefit approval rates and reduced processing times, particularly aiding working families, students, and individuals experiencing homelessness.
Eligible people struggle to maintain their case status for critical safety net services, often due to administrative hurdles and poor communication. Code for America piloted text message reminders to support Louisianans, which helped clients avoid costly churn. Text messages are an underrated, efficient solution for human service agencies to meet client expectations and improve case outcomes.
The Benefits Enrollment Field Guide looks at the landscape of America’s safety net benefits experience in 2023 and tracks the differences from our 2019 assessment based on expanded evaluation criteria. It also highlights successful paths to equitable, human-centered experiences. It examines online enrollment for Modified Adjusted Gross Income (MAGI) Medicaid, SNAP, TANF, the Child Care Assistance Program (CCAP), and WIC.
Code for America highlights the importance of recognizing the effects of intergenerational trauma on communities that have been systemically marginalized when conducting research.
The FileYourStateTaxes pilot successfully integrated state tax filing with the IRS Direct File program, improving taxpayer experience and ease of filing.
This study describes the potential of human-centered design principles to identify burdens, reducing the effects of what we label as administrative checkpoints.
This mainstage session from FormFest 2024 featured behind-the-scenes stories about the IRS’ work to turn tax forms from static PDFs into a user friendly digital experience.
