Produced By: Federal/National Government: Agency
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Gathering feedback with customer panels
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.
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Improving Unemployment Insurance Applications with CX Principles
This resource contains principles and examples of high-impact improvements to consider making in different parts of the online application.
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How we’re building GC Forms: Our 4 accessible approaches
Blogpost from the GC Forms product team sharing thoughts and tips on the team’s 4 approaches to building in accessibility from the start
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How GC Forms can help collect data for public services
Case study Natural and Non-prescription Health Products Directorate (NNHPD) at Health Canada's experience using GC Forms.
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Use of Advanced Automation in SNAP
This 2024 memo outlines guidelines for state agencies' use of advanced automation in SNAP administration.
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M-24-08 Strengthening Digital Accessibility and the Management of Section 508 of the Rehabilitation Act
This memorandum provides guidance to help agencies advance digital accessibility by maintaining an accessible Federal technology environment, promoting accessible digital experiences, and continuing the implementation of accessibility standards.
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Guidance on Adding Sexual Orientation and Gender Identity Questions to State Medicaid and CHIP Applications for Health Coverage
Starting November 1, 2023, the Centers for Medicare & Medicaid Service (CMS) began asking three new optional sexual orientation and gender identity (SOGI) questions on the single, streamlined application developed by the Secretary. This guidance gives instructs states on the process for modifying SOGI questions in their applications.
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U.S. Digital Service (USDS) Medicaid Renewals Playbook
The Medicaid Renewals Playbook offers strategies for technologists assisting states in streamlining Medicaid renewal processes during the COVID-19 Public Health Emergency unwinding.
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SNAP State Options Report
This report summarizes 19 SNAP policy options (in effect as of Oct. 1, 2023) and waivers (implemented as of July 1, 2023) chosen by SNAP state agencies (50 states, the District of Columbia, Guam, and Virgin Islands) in federal fiscal year (FY) 2023.
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Analysis of Robotic Process Automation in SNAP: Three Case Studies
This study evaluates the use of RPA technology by three states to automate SNAP administration, focusing on repetitive tasks previously performed manually.
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Guide to robotic process automation
The Guide to Robotic Process Automation, including the RPA Playbook provides detailed guidance for federal agencies starting a new RPA program or evolving an existing one.
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Tips on Equitable Communication Practices in a Policy Context
Initially created to inform federal staff at the U.S. Department of Health and Human Services, this tip sheet highlights the importance of using equitable communication and includes tips, guiding questions, and additional resources.