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.
A playbook by AdHoc for agencies ready to replace enterprise software patterns with proven techniques from the world of commercial software. These plays can better equip teams with the practices that create resilient, flexible, and customer-friendly digital services.
Defining a product in government digital services is crucial, as it serves as the means through which a service is delivered to the public, and understanding its attributes ensures effective and continuous improvement.
This article examines how outdated state unemployment insurance (UI) systems struggled during the COVID-19 pandemic, leading to delays, technical failures, and widespread frustration for job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.
In response to COVID-19, the Workers Lab and Steady developed the "Income Passport" to streamline gig workers' unemployment benefit applications by pulling income data directly from gig platforms and financial accounts. This tool reduced manual verification time, helped prevent fraud, and improved workers' access to full benefits, with successful tests in Alabama and Louisiana demonstrating significant time savings and improved service delivery.
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 introduced "Policy Pulse," a tool to help policy analysts understand laws and regulations better by comparing current policies with their original goals to identify implementation issues.
To assist states in closing digital skill gaps and preparing for digital equity planning, this brief offers key questions and resources for state leaders to consider.
This booklet is designed to help procurement officers and other stakeholders ensure continuity of service, enable seamless future technology upgrades, and plan for contingencies. You can use it to evaluate a prospective vendor contract or bid, or to document how a project went.
Usability tests can help teams develop products that are user-centered, accessible, and inclusive. This guide will help you conduct a successful usability test, from coordinating with participants to analyzing your findings.
This HuffPost article investigates the widespread failures of state unemployment websites during the COVID-19 pandemic, highlighting outdated technology, accessibility issues, and the human impact of these systemic breakdowns.
