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.
The team developed an application to simplify Medicaid and CHIP applications through LLM APIs while addressing limitations such as hallucinations and outdated information by implementing a selective input process for clean and current data.
The team introduced "Policy Pulse," a tool to help policy analysts understand laws and regulations better by comparing current policies with their original goals to identify implementation issues.
Nava PBC developed a prototype API and digital screener in Montana to streamline eligibility and enhance program access, illustrating how API standards could improve interoperability and modernize WIC systems nationwide.
Code for America’s simplified tax filing tool that allows users to claim their Child Tax Credit and any missing amount of their third stimulus payment.
To assist states in closing digital skill gaps and preparing for digital equity planning, this brief offers key questions and resources for state leaders to consider.
Government agencies adopting generative AI tools seems inevitable at this point. But there is more than one possible future for how agencies use generative AI to simplify complex government information.
In 2022, Nava formed its first-ever PAC as part of their initiative to help Montana’s Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) program design a new recertification portal. Leveraging what Nava learned from this experience, this toolkit outlines the necessary steps to form a PAC, including planning a structure for the council, recruiting participants, and other logistics.
This HuffPost article investigates the widespread failures of state unemployment websites during the COVID-19 pandemic, highlighting outdated technology, accessibility issues, and the human impact of these systemic breakdowns.
Defining a product in government digital services is crucial, as it serves as the means through which a service is delivered to the public, and understanding its attributes ensures effective and continuous improvement.
