The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
Remote identify proofing is the process federal agencies and other entities use to verify that the individuals who apply online for benefits and services are who they claim to be. If the applicant responds correctly to personal questions, their identity is considered to be verified. However, data stolen in recent breaches could be used fraudulently to respond to knowledge-based verification questions. Alternative methods are available that provide stronger security, but these methods may have limitations in cost, convenience, technological maturity, and they may not be viable for all segments of the public.
This session from FormFest 2024 featured the Department of Homeland Security and the United States Digital Service talking about their work to reduce form burdens for internal and external users.
This report provides specific actions the federal government could take to reduce identity fraud and establish a whole-of-government victim redress approach.
Article announcing five new projects by the Office of Management and Budget that will improve experiences the public has with the government during significant movements in their lives. These “life experience” projects are at the center of a new model for how the Federal Government should better design and deliver benefits, services, and programs to the American people during the moments in their lives that matter most.
MITRE developed the Comprehensive Careers and Supports for Households (CCASH™) tool to help individuals understand and manage federal benefits and employment services, transitioning from a consumer-focused tool to a policy analytics system. By integrating data from sources like the U.S. Census and the Policy Rules Database, MITRE created a model that allows users to analyze and compare benefits eligibility across states, supporting evidence-based policymaking.
This session from FormFest 2024 focuses on accessibility, featuring British Columbia’s work to improve legal form usability and tips from the Wisconsin Department of Public Instruction on making forms more accessible overall.
This memorandum provides guidance to Federal agencies on how to broaden public participation and community engagement to improve government decision-making, enhance transparency, and build trust by engaging with communities, especially underserved groups.
In this blog post, we’ve detailed some of the steps we take to help capture the best data possible when conducting interviews. This post is intended as a guide for people who need to conduct user interviews and for people simply curious about how we work.
The Federal Government made it easier for the public to share their knowledge, needs, and lived experiences to improve how government works for them and with them.
