The Digital Service Network is publishing two essays to kick-start new (or super-charge existing) theories of change for government Digital Service teams.
The Digital Benefits Network's second Digital Identity Community of Practice quarterly call centered exploring client support models in digital identity and an update on the Balance ID project.
A case study describing how Massachusetts is building long-term public-sector capacity to deliver people-centered digital services by strengthening in-house expertise, shared tools, and agency-embedded support.
This paper describes results from fieldwork conducted at a social services site where the workers evaluate citizens' applications for food and medical assistance submitted via an e-government system. These results suggest value tensions that result - not from different stakeholders with different values - but from differences among how stakeholders enact the same shared value in practice.
CHI '14: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
The Digital Service Network (DSN) spoke with three staff members from the Digital Transformation Team in Montgomery County Public LIbraries—Maddie Schellhardt, Raymond Bryson, and Emily Lamancusa, to learn more about the county's efforts to advance digital service delivery and inclusion
The Digital Services Network (DSN) spoke with the director of OOI’s Business Experience Initiative, E.J. Kalafarski, the director of Business Experience for the State, Jessica Lax, and product manager, Joe DeLaTorre, to learn about Business.NJ.gov’s live chat feature.
This guide highlights approachable ideas for state and local public benefits agencies to improve applications, renewals, and correspondence. As outlined in this resource, even small improvements can be transformative for residents and caseworkers alike.
In this policy brief and video, Michele Gilman summarizes evidence-based recommendations for better structuring public participation processes for AI, and underscores the urgency of enacting them.
This publication explains the fundamentals of state IEE systems—including the technology, opportunities, risks, and stakeholders involved. It is a resource for state officials, advocates, funders, and tech partners working to implement these systems.
