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.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
The Benefit Cliffs Calculator helps case managers and public benefit recipients to prepare for benefit cliffs (i.e., declines in benefits due to an increase in earnings). It compares the net resources and benefits available to families under different employment scenarios.
The Modern Government Leaders program brought together federal executive innovators to share best practices and drive service delivery and process modernization.
The team examined how AI, specifically LLMs, could streamline the case review process for SNAP applications to alleviate the burden on case workers while potentially improving accuracy.
This session from FormFest 2024 featured the Department of Homeland Security and the United States Digital Service talking about their work to reduce form burdens for internal and external users.
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 session from FormFest 2024 features Arizona’s form improvement capacity building initiative and Massachusetts’ form improvements that were a result of the Delivering a Digital-First Public Experience act.
This framework is a logical structure for classifying, organizing, and communicating complex activities involved in making decisions about and taking action on enterprise data.
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.
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.
