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.
The Digital Service Network (DSN) recently sat down with the Maryland Family and Medical Leave Insurance (FAMLI) team to learn more about an exciting role they’re hiring for.
The Digital Service Network (DSN) spoke with Boston’s new Chief People Officer, Alex Lawrence, to understand how the City is transforming its approach to people management.
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.
We continued Rules as Code Demo Day with Daniel Singer and Preston Cabe from Benefits Data Trust. Benefits Data Trust provides benefit outreach and application assistance services in seven states. Using Benefits Launch, their in-house interview and rules engine, they support two hundred contact center employees as they screen and apply thousands of clients each year. They also offer a self-service screener, Benefits Launch Express. Additionally, they offer an eligibility API to integrate with other services.
Delve into our exploration of the executive orders, legislation, and administrative rules and guidance that shape government digital transformation across states and territories with our database and visualization tools.
In response to COVID-19, the Workers Lab and Steady developed the "Income Passport" to streamline gig workers' unemployment benefit applications by pulling income data directly from gig platforms and financial accounts. This tool reduced manual verification time, helped prevent fraud, and improved workers' access to full benefits, with successful tests in Alabama and Louisiana demonstrating significant time savings and improved service delivery.
This publication from the Digital Service Network (DSN) explores how state and local leaders are tackling the challenge of finding, keeping, and growing digital service talent in government. Through real-world stories and actionable strategies, it highlights how teams are making the case for digital roles, improving hiring practices, and upskilling staff to build a strong, sustainable digital workforce.
