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 pandemic has shown how difficult it can be for the US to succeed with major technology projects. Various leading design thinkers discuss strategies for building more efficient and effective government technology.
The CUTGroup book explains how civic user testing (paying residents to test civic apps) can allow for more community engagement in civic tech. This book covers how to do UX testing, community engagement, and digital skills in one civic tech system.
Human-centered design is a problem-solving method that puts people at the center of the problem and aims to design solutions that address the needs of the people. Embracing such design methods in government is imperative to finding solutions that work for the people.
This paper introduces the problem of semi-automatically building decision models from eligibility policies for social services, and presents an initial emerging approach to shorten the route from policy documents to executable, interpretable and standardised decision models using AI, NLP and Knowledge Graphs. There is enormous potential of AI to assist government agencies and policy experts in scaling the production of both human-readable and machine executable policy rules, while improving transparency, interpretability, traceability and accountability of the decision making.
A modern system that helps people learn about, apply for, and gain access to affordable housing. Bloom Housing is an open source platform that digitizes the process of finding and applying for affordable housing, turning a time-consuming paper process into a 15 minute activity from one's smartphone or computer.
This video shows you how to get started with using Generative AI tools, including Bard, Bing, and ChatGPT, in your work as public sector professionals.
This report outlines state Medicaid program priorities, including expanding access to services, addressing health disparities, and implementing cost-containment measures amid post-pandemic uncertainties.
This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
EBT theft has deeply damaged the lives of the lowest-income Americans. The following insights reveal a system that leaves people in the dark and fails to protect a crucial lifeline.
A training course on using artificial intelligence (AI) tools to de-jargonize government language, with a tutorial on turning a complex piece of government writing into simpler and easier-to-understand language for government employees and residents alike.
