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 video shows you how to get started with using Generative AI tools, including Bard, Bing, and ChatGPT, in your work as public sector professionals.
Reddit's unemployment forums have become vital support networks during the pandemic, offering advice, emotional support, and a sense of community to those navigating job loss and financial hardship.
LA’MESSAGE is a one-way text messaging service developed by Code for America in partnership with Louisiana to broadcast reminders and guidance to residents enrolled in and eligible for SNAP, Medicaid, TANF, and WIC at key points throughout the benefits enrollment and renewal process.
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.
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.
Propel describes how its mobile app outreach campaign helped millions of Medicaid enrollees navigate renewal during the post-pandemic “unwinding” by driving action through notifications, messaging, and in-app tools.
This study assesses five commercial RIdV solutions for equity across demographic groups and finds that two are equitable, while two have inequitable performance for certain demographics.
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to simplify Medicaid and CHIP applications through LLM APIs while addressing limitations such as hallucinations and outdated information by implementing a selective input process for clean and current data.
This study highlights a 2.2% increase in citizen satisfaction with federal services, reaching a seven-year high, driven by improvements in digital experiences, government processes, and complaint handling.
This brief outlines research recommendations to better understand and improve income support and employment services for low-income and at-risk LGBT populations.
U.S. Department of Health and Human Services (HHS)
