Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.
This guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
Study by the Director of the Office of Management and Budget assessing methods for determining whether agency policies and actions create or exacerbate barriers to full and equal participation by eligible individuals. This study followed the Executive Order on racial equity.
The document outlines revisions to OMB's SPD No. 15, which updates the standards for collecting and presenting federal race and ethnicity data, including the integration of race and ethnicity questions, the addition of a MENA category, and requirements for more detailed data collection.
This memorandum provides guidance to Federal agencies on how to broaden public participation and community engagement to improve government decision-making, enhance transparency, and build trust by engaging with communities, especially underserved groups.
This report summarizes progress made with agencies and members of the public to identify and reduce burdens that individuals, families, and small businesses face every day when interacting with government programs.
Fact sheet associated with policy guidance from the Office of Management and Budget (OMB) providing guidance on "The Delivering a Digital-First Public Experience."
This memo provides guidance on conducting usability testing under the Paperwork Reduction Act (PRA), clarifying when PRA approval is required, and offering strategies for quickly implementing improvements based on usability feedback for federal forms and websites.
Executed on September 24, 2024, a memorandum for the heads of executive departments and agencies on advancing the responsible acquisition of artificial intelligence in government.
A policy directive that establishes standards and guidance for federal executive agencies to manage, secure, and deliver public websites and digital services that are user-centered, accessible, and data-driven.
This memorandum provides guidance to help agencies advance digital accessibility by maintaining an accessible Federal technology environment, promoting accessible digital experiences, and continuing the implementation of accessibility standards.
This memorandum provides guidance to agencies on how to design and deliver websites and digital services to the public and to assist agencies as they continue to implement the 21st Century Integrated Digital Experience Act1 (21st Century IDEA). It summarizes relevant statutory requirements, clarifies policy requirements, and expands best practices for agency websites and digital services.
