This resource introduces the "Layer Cake" approach, a framework for driving behavior change in government systems and public services by addressing all layers of service delivery, from frontline staff to policymakers, with an emphasis on human-centered design and civic participation.
U.S. Digital Response partnered with the Department of Labor to design a human-centered, low-code solution for efficient retroactive unemployment benefit determination.
Implementing client-centered communication strategies, such as clear language and digital reminders, can significantly reduce churn in public benefit programs, ensuring eligible individuals maintain continuous access to essential services.
The Increasing Stimulus Payment Take-up in California report by the California Policy Lab examines barriers to accessing federal stimulus payments and provides strategies to increase take-up among eligible Californians, particularly low-income and non-filers.
This report explores how despite unresolved concerns, an audit-centered algorithmic accountability approach is being rapidly mainstreamed into voluntary frameworks and regulations.
The Temporary Assistance for Needy Families (TANF) Data Collaborative Pilot Initiative is a component of the TANF Data Innovation project. The 30-month pilot offered technical assistance and training to support cross-disciplinary teams of staff at eight state and county TANF programs in the routine use of TANF and other administrative data to inform policy and practice.
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
The Digital Service Network (DSN) spoke with three staff members from the Digital Transformation Team in Montgomery County Public LIbraries—Maddie Schellhardt, Raymond Bryson, and Emily Lamancusa, to learn more about the county's efforts to advance digital service delivery and inclusion
Many low-income households lack the savings to weather financial shocks like layoffs, and SNAP plays a crucial role in helping them manage essential expenses during difficult times.
The team introduced an AI assistant for benefits navigators to streamline the process and improve outcomes by quickly assessing client eligibility for benefits programs.
This session from FormFest 2024 focused on how to help people get the assistance they need from the U.S. Department of Health and Human Services’ work on the Low Income Home Energy Assistance Program (LIHEAP) and the Maryland Social Services Administration’s work to improve welfare support for kinship caregivers.
