Produced By: Federal/National Government: Agency
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Data Hawai’i Coordinating SNAP and Nutrition Supports Demonstration Project: Thriving Children Strong Families Project White Paper
This white paper documents Hawai'i's journey and lessons learned from their 18-month Coordinating SNAP and Nutrition Supports project which laid the foundation for interagency data-sharing and built capacity to analyze administrative data across nutrition programs--specifically SNAP and WIC.
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Communications DA 23-62: FCC Declaratory Ruling on Telephone Consumer Protection Act of 1991 for Medicaid
Ruling from the FCC granting the U.S. Department of Health and Human Services (HHS) to confirm that federal and state governmental agencies working in conjunction with local governments, governmental contractors, and managed care entities acting under contract with state governments may, under certain circumstances, make autodialed and prerecorded or artificial voice calls or send autodialed text messages to raise awareness of the eligibility and enrollment requirements for these governmental health care programs without violating the Telephone Consumer Protection Act (TCPA).
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Human-Centered Design Customer Experience Principles for Unemployment Insurance
The blog post sets up a foundational perspective on CX principles for the state UI agencies.
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Data WIC Policy Memorandum #2023-5: Data Sharing to Improve Outreach and Streamline Certification in the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC)
This policy memorandum from the Food and Nutrition Service (FNS) provides guidance on data sharing activities that support targeted outreach and streamlined certification processes aimed at increasing the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) participation and retention.
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Unemployment Insurance IT Modernization Strategy
A guide to the strategy to help states move from monolithic, brittle unemployment insurance systems to modular, flexible solutions.
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Human-Centered Design Evaluating CX with Survey Design
In the Fall of 2022, the USDOL Office of Unemployment Insurance Modernization (OUIM) consulted with the Illinois Department of Employment Security (IDES) to provide hands-on support with IT modernization and customer experience strategy. Primary discussions focused on making informed product, service, and business decisions based on qualitative and quantitative data— how might IDES leverage existing data streams to identify the most pressing technology issues in their unemployment insurance system, and how might IDES act upon this information in a timely and impactful manner?
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Human-Centered Design Unemployment Insurance Equitable Access Toolkit
The Unemployment Insurance Equitable Access Toolkit contains common equity recommendations, promising practices, and insights, represented visually as a different floor of an agency office building, compiled in one interactive document.
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User Research The UI Lexicon Project
To better understand the problem and find potential solutions, the U.S. Department of Labor conducted an exploratory UI Lexicon research project.
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Diversity, Equity + Inclusion Elevating Family Input in TANF and Child Support Programs: Resources for Program Staff, Leaders, and Families
This expansive toolkit provides guidance, real world examples, and resources to help TANF and child support programs engage the families they serve in improving service delivery, policy, and program operations.
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Talent + Hiring 18F Engineering Hiring Guide
This guide covers the engineering selection process, from resume review to turning over a candidate to HR for an offer.
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Human-Centered Design Retooling Find Local Help Using Human-centered Design
When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
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Human-Centered Design 18F User Experience Design Guide
The 18F User Experience Guide covers approaches to research and design.