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 case study describes how Nava is working with the General Services Administration, Fearless, and the U.S. Postal Service to design, build, and deliver a new in-person identity verification service to nearly 20,000 USPS locations
Building modular, open-source, human-centered software is necessary to create equitable government services fit for the digital age. Nava emphasizes addressing large scale digital service challenges by building and releasing small, modular software components that are loosely-coupled by well-defined APIs. This enables agencies to quickly and conistently deliver services that help people immediately, whilst also building a flexible foundation for long-term technical evolution.
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.
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.
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.
This policy report offers recommendations for improving digital identity practices in the United States, emphasizing the role of government in creating secure, accessible digital identity resources.
This report shares the results of our comprehensive content audit and heuristic evaluation of eligibility pre-screeners, including ratings on security, mobile-friendly design, accessibility, and more.
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.
