This report details the Department of Homeland Security’s progress in modernizing its digital services and websites to improve accessibility, usability, and customer experience, as mandated by federal law.
This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
This section of the Department of Labor’s Building Resilience plan focuses on improving customer experience across unemployment insurance (UI) systems by promoting timely, accessible, and equitable service delivery for all claimants.
An economic analysis estimating how recipients of emergency SNAP benefits during the pandemic allocated additional funds, primarily to food consumption.
The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
This section of the Building Resilience plan outlines strategies to improve reemployment outcomes for unemployment insurance (UI) claimants by expanding access to services, updating work search requirements, and increasing use of Short-Time Compensation programs.
This brief outlines research recommendations to strengthen child welfare services for LGBT youth and adults, focusing on experiences of maltreatment, foster care, and adoption.
U.S. Department of Health and Human Services (HHS)
In this brief, they present a definition of HCD that is applicable to the context of human services delivery, differentiate HCD from similar design and problem-solving approaches, and describe how HCD is being used in human services.
U.S. Department of Health and Human Services (HHS)
This page describes the agency’s investments in digital tools and services aimed at reducing friction in how people find, apply for, and maintain eligibility for federal benefits.
The report documents how grantees implemented specialized Transitional Living Programs for LGBTQ youth and young adults aging out of foster care, highlighting approaches, challenges, and lessons learned.
