A catalogue to help teams design trustworthy services that work for people. Categories including informing decisions, signing into services, giving and removing consent, and doing security checks.
The team developed an AI solution to assist benefit navigators with in-the-moment program information, finding that while LLMs are useful for summarizing and interpreting text, they are not ideal for implementing strict formulas like benefit calculations, but can accelerate the eligibility process by leveraging their strengths in general tasks.
This session from FormFest 2024 walked attendees through some of the major changes AI is bringing to form design. Learn about the National Head Start Association’s use of AI to reduce administrative burden and the Canadian Digital Service’s tips for protecting government applications systems from AI.
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.
This article examines how outdated state unemployment insurance (UI) systems struggled during the COVID-19 pandemic, leading to delays, technical failures, and widespread frustration for job seekers.
Ad Hoc has found that product operations can help scale impact by putting objective indicators at the center of product decision-making. The team has seen success in supporting product thinking at agencies like the Department of Veterans Affairs (VA), where they made it easier for Veterans to access employment and education assistance and for caregivers to receive needed support.
In order to create for all, we have to employ processes that authentically engage misrepresented communities. People tend to think of diversity, equity, and inclusion (DEI) efforts in terms of implicit bias workshops, employee resource groups, and hiring processes. These efforts are all important, but it is also necessary to focus on DEI as it relates to the creation of products, services, and content, and use a design-thinking approach to tackle these tricky issues.
Research identified five key obstacles that researchers, activists, and advocates face in efforts to open critical public conversations about AI’s relationship with inequity and advance needed policies.
This 2015 project presentation outlines the vision, research, and product requirements for DAHLIA, San Francisco’s online platform to centralize and simplify affordable housing searches and applications.
San Francisco Mayor's Office of Housing and Community Development
The Digital Benefit Network's Digital Identity Community of Practice held a session to hear considerations from civil rights technologists and human-centered design practitioners on ways to ensure program security while simultaneously promoting equity, enabling accessibility, and minimizing bias.
