Organization: U.S. Digital Service (USDS)
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Cutting Red Tape for Americans Renewing Their Health Coverage
After the COVID-19 Public Health Emergency (PHE) ended, the Facing a Financial Shock team at the U.S. Digital Service (USDS) partnered with the Center for Medicaid and CHIP Services (CMCS) and state Medicaid agencies to improve eligibility and enrollment systems. By mobilizing a small strike team of implementers to analyze the software and processes that are used to complete health coverage renewals, USDS helped CMCS and state teams tackle major challenges.
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Human-Centered Design 
Digital Services Playbook
The Digital Services Playbook by the U.S. Digital Service outlines 13 essential principles for effective digital projects. The 13 key "plays" are drawn from successful practices from the private and public sectors. The playbook aims to help government agencies create user-centric, efficient digital services that meet citizens' needs and enhance overall delivery.
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U.S. Digital Service (USDS) Medicaid Renewals Playbook
This playbook was created by the U.S. Digital Service as a rapid-response guide for civic technologists providing direct technical assistance to states during the COVID-19 Public Health Emergency (PHE) Unwinding. The content in this playbook focuses on strategies to rapidly decrease the burden of Medicaid renewals on members of the public and state staff.
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Human-Centered Design 
Applicant Experience Journey Map
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
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Human-Centered Design 
Introducing a new digital application for health care at VA
Less than 10% of applications for VA health care are submitted digitally. This article describes how the U.S. Digital Service partnered with the Health Eligibility Center to change that, making it possible for anyone with an internet connection to apply anytime, anywhere, from any device.
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Human-Centered Design 
Discovery Sprint Guide
This guide explains the U.S. Digital Service’s “discovery sprint,” a process by which teams can quickly build a common understanding of the status of complex organization, system, or service.
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Procurement 
The TechFAR Handbook
The TechFAR Handbook highlights the flexibilities in the Federal Acquisition Regulation (FAR) that can help agencies implement “plays” from the Digital Services Playbook, with a particular focus on how to use contractors to support an iterative, customer-driven software development process.
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Human-Centered Design 
Mapping the Applicant Experience of Benefit Enrollment
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.