This report provides guidance on building equitable and user-friendly affordable housing portals, highlighting best practices from platforms like Bloom Housing and Housing Navigator MA.
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.
Well-designed, user-focused tools that allow for simple application are key to ensuring that families most in need receive the Child Tax Credit. Reaching these households will require a robust effort from the IRS to create user-friendly tools in partnership with organizations with a direct connection to eligible recipients.
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.
Nava partnered with California's Employment Development Department (EDD) to rapidly develop two cloud-based digital services, enhancing unemployment benefit access during the COVID-19 pandemic.
This case study examines how Michigan’s Department of Health and Human Services uses data practices to advance racial equity in child welfare through identity-informed data collection and anonymous decision-making.
U.S. Department of Health and Human Services (HHS)
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.
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.
Implementing an API standard for WIC Management Information Systems (MIS) would enable seamless integration of digital tools, enhancing service delivery and accessibility for participants and staff.
The Modern Government Leaders program brought together federal executive innovators to share best practices and drive service delivery and process modernization.
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.
