Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.
The article highlights the federal government's efforts to improve customer experience through collaborative, human-centered approaches and lessons on embracing risk, partnerships, and user-focused design.
To improve the .gov registrar, 18F and CISA created customer panels to gather feedback, opinions, and suggestions. Using a customer-centric approached enabled 18F and CISA to identify areas for improvement, build a product roadmap, and establish relationships with users.
The portfolio page outlines federal projects focused on elevating how people interact with government services by prioritizing user needs, accessibility, equity, and consistency across agencies.
The GSA’s Service Design program implemented a data-driven evaluation process to enhance digital experiences, improve compliance, and streamline its website portfolio, achieving significant cost savings and customer-centric digital transformation.
An impact report summarizing how a small public-sector innovation team tested, built, and piloted shared digital services to reduce administrative burden in public benefits delivery.
This case study details the development of a document extraction prototype to streamline benefits application processing through automated data capture and classification.
Handbook by 18F designed for executives, budget specialists, legislators, and other “non-technical” decision-makers who fund or oversee state government technology projects that receive federal funding and implement the necessary technology to support federal programs. It aids in setting projects up for success by asking the right questions, identifying the right outcomes, and equally important, empowering decision-makers with a basic knowledge of the fundamental principles of modern software design.
