Organization: Digital Benefits Network
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Customer Experience (CX) 
Summer of CX Webinar Series: Improving CX for Benefit Access
This webinar session discusses how to address customer experience challenges presented by digital identity in public benefit programs.
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Customer Experience (CX) 
Summer of CX Webinar Series: CX Metrics for Decision Making
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
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Digital Identity 
Digital Identity in Public Benefits
In this updated primer, the DBN describes how identity proofing and authentication show up in public benefits applications and outlines equity and security concerns raised by common identity proofing and authentication methods.
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Digital Identity 
Digital Identity Glossary
A glossary of key terms related to digital identity.
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Human-Centered Design 
Summer of CX Webinar Series: Principles to Improve CX
This webinar discusses the White House Executive Order and federal agency guidance for improving customer experience in public benefit programs.
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Digitizing Policy + Rules as Code 
Community Insights at the Cross-Sector Rules as Code Roundtable
In this video, Digital Benefits Network Senior Director Ariel Kennan presents highlights from the Cross-Sector Insights From the Rules as Code Community of Practice report released in February 2024. The Cross-Sector Rules as Code Roundtable on February 22, 2024 was hosted by Rules as Code Community of Practice at the Digital Benefits Network.
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Digital Identity 
Project Snapshot: California Employment Development Department, User Personas for Government Technology Procurement
The California Employment Development Department (CA EDD) launched the EDDNext initiative to modernize benefit delivery, focusing on user-centric procurement for a new identity verification system. By using user personas to assess vendor solutions, CA EDD accelerated the procurement process and selected Socure to implement the digital identity proofing system, set to launch in 2024.
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Digitizing Policy + Rules as Code 
Cross-Sector Insights From the Rules as Code Community of Practice
In this report, the Digital Benefits Network shares learnings from the Rules as Code Community of Practice. Insights are grouped along core themes expressed by cross-sector practitioners, including complexity in policies, interest in sharing knowledge, tools, and code, the need for more training and technical assistance, and willingness to collaborate on an open standard for writing rules and developing a shared code library.
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Digitizing Policy + Rules as Code 
Rules as Code Community of Practice
The DBN’s Rules as Code Community of Practice (RaC CoP) creates a shared learning and exchange space for people working on public benefits eligibility and enrollment systems — and specifically people tackling the issue of how policy becomes software code. The RaC CoP brings together cross-sector experts who share approaches, examples, and challenges. Participants are from state, local, tribal, territorial, and federal government agencies, nonprofit organizations, academia, and private sector companies. We host recurring roundtable conversations and an email group for asynchronous updates, insights, and assistance.
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Digital Identity 
Promising Practices for Digital Identity in Public Benefits
This piece highlights promising design patterns for account creation and identity proofing in public benefits applications. The publication also identifies areas where additional evidence, resources, and coordinated federal guidance may help support equitable implementations of authentication and identity proofing, enabling agencies to balance access and security.
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Automation + AI 
What the Digital Benefits Network is Reading on Automation
In this piece, the Digital Benefits Network shares several sources—from journalistic pieces, to reports and academic articles—we’ve found useful and interesting in our reading on automation and artificial intelligence.
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Digital Benefits Wishlist
The Digital Benefits Wishlist collects on tools, resources, or policy changes needed to improve benefits delivery. Originally created as part of BenCon2023, a conference hosted by the Digital Benefits Network, it continues to grow and accept new wishes.