A user research–driven persona framework that identifies key resident groups interacting with government services and outlines their needs, behaviors, and pain points to inform digital service design.
This resource examines the role of Medicaid in West Virginia and documents how the post-pandemic Medicaid “unwinding” process affected residents, highlighting participant experiences and the program’s importance for health and economic stability.
Oklahoma Human Services (OKDHS) modernized their service delivery by reducing their real estate footprint, designing trauma-informed and user-friendly spaces, and expanding an embedded worker program to improve accessibility and client experience. Through their "Service First" strategy, OKDHS aims to create more equitable and compassionate interactions, reaching vulnerable populations while addressing high occupancy costs.
Louisiana issued an RFI to identify solutions that can provide a technology platform for determining eligibility and managing cases across multiple human services programs.
A discussion of lessons learned in the City of San José’s efforts to provide inclusive digital services for all residents through the San José 311 app.
The California Employment Development Department (CA EDD) launched the EDDNext initiative to modernize benefit delivery, focusing on user-centric procurement for a new identity verification system.
This one-pager introduces Iowa’s Child Care Search tool, a family-friendly application that helps users find real-time child care vacancies based on their commute, preferences, and provider offerings.
This summary outlines statewide progress in improving digital services, reducing administrative burdens, and elevating customer satisfaction through human-centered and data-informed government design.
In this webinar, a panel of experts discuss what states can do right now to improve EBT security, how to use data to analyze theft patterns, and how EBT payment technology needs to evolve to ensure efficiency, security, and dignity for beneficiaries.
