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.
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.
Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.
Executive Order 13985, titled "Advancing Racial Equity and Support for Underserved Communities Through the Federal Government," was issued by President Joe Biden on January 20, 2021, to promote equity across federal agencies.
This guide explains the U.S. Digital Service’s “discovery sprint,” a process by which teams can quickly build a common understanding of the status of complex organization, system, or service.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
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.
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 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.
This handbook highlights the flexibilities in the Federal Acquisition Regulation (FAR) that can help agencies implement “plays” from the Digital Services Playbook, with a particular focus on how to use contractors to support an iterative, customer-driven software development process.
