Code for America highlights the importance of recognizing the effects of intergenerational trauma on communities that have been systemically marginalized when conducting research.
Jennifer Pahlka, Deputy CTO in President Obama’s Administration and author, shares her new book, Recoding America on how government must be equipped for digital delivery in order to meet ambitious policy goals. This video was recorded at the Digital Benefits Conference (BenCon) at Georgetown University on June 14, 2023.
This article discusses Code for America’s research into the user experience of applying or Medicaid, SNAP, TANF, WIC, and LIHEAP in the United States. They found that user experience applying for benefits programs varies greatly by (and often within) each state.
This case study highlights Michigan’s integrated, data-driven approach to reducing food insecurity through cross-agency collaboration, referral tracking, and targeted outreach.
American Public Human Services Association (APHSA)
Applying UX research methods, the City of San Jose worked to improve how low-income and non-English speaking residents engaged with My San Jose, a website and mobile app for residents to report neighborhood issues to cities. They used a Spanish and Vietnamese translator to conduct interviews with target users, then detailed major findings and corresponding recommendations in this report.
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 report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
This report explores the Maine Department of Labor’s (MDOL) remarkable response to this layoff through collaboration with the Peer Workforce Navigator project—a coalition of community-based organizations in partnership with the MDOL—which made a huge difference in the lives of these laid off workers. The report also examines aspects of the state’s unemployment insurance (UI) system that might be improved to account for similar situations in the future.
The FileYourStateTaxes pilot successfully integrated state tax filing with the IRS Direct File program, improving taxpayer experience and reducing filing burdens.
This report by EPIC investigates how automated decision-making (ADM) systems are used across Washington, D.C.’s public services and the resulting impacts on equity, privacy, and access to benefits.
This article details California's Disaster Relief Assistance for Immigrants (DRAI) program, which provided $500 in cash aid to undocumented adults affected by the COVID-19 pandemic, highlighting the collaborative efforts between the state, community-based organizations (CBOs), and Code for America to distribute $75 million to 150,000 individuals.
