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.
A practical guide for government teams on how to design, test, and run effective public text message campaigns for benefits and service communications.
This presentation was recorded at the Texting and Notification Working Group meeting coordinated in part by the Aspen Institute Financial Security Program on February 28, 2024.
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.
A high-level primer that explains what it takes to stand up and operate an open-source, one-way government notification service for sending text messages and emails.
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 U.S. Web Design System (USWDS) is makes it easier to build accessible, mobile-friendly government websites. USWDS is an active open source community of government engineers, content specialists, and designers. Its contributors both in and out of government support dozens of agencies and nearly 200 sites.
