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 policy report offers recommendations for improving digital identity practices in the United States, emphasizing the role of government in creating secure, accessible digital identity resources.
Technology enables governments to engage in “pilot” projects to see where they are headed and course-correct along the way, as opposed to evaluating the results over the course of multiple years. Delivery-driven government utilizes technology and “pilot” projects to see institutions and processes through the eyes of users, allowing for more effective service delivery.
The report highlights a project to improve the Philadelphia Office of Homeless Services' (OHS) prevention and intake processes by implementing trauma-informed practices. In collaboration with staff, participants, and trauma experts, the project aimed to reduce distress for those accessing services while equipping staff with tools and training to better manage trauma-related interactions, creating a more supportive and empathetic service environment.
County workers typically spend most of their time trying to get income information right during eligibility interviews. This article provides several recommendations for asking about income, accounting for cognitive biases, under-reporting, and complexities in reporting income.
Programs like Medicaid and SNAP are managed at the federal level, administered at the state level, and often executed at the local level. Because there are so many in-betweens, there is significant duplicated effort, demonstrating the need to simplify eligibility rules to facilitate easier implementation.
What Works Cities helps local governments improve residents’ lives by using data and evidence effectively to tackle pressing challenges. The Certification Assessment helps cities benchmark their progress and develop a roadmap for improvement.
