The Technology Transformation Service at GSA recently created a new Public Benefits Studio to focus on fostering a more cohesive, coordinated experience for the public, across programs.
Building on our February 2022 report Benefit Eligibility Rules as Code: Reducing the Gap Between Policy and Service Delivery for the Safety Net, the Beeck Center’s Digital Benefits Network (DBN) recently held a convening to share progress and potential in digitizing benefits eligibility and to begin addressing how a national approach could be started.
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.
Implementing flexible interview scheduling in Los Angeles County's CalFresh program significantly increased benefit approval rates and reduced processing times, particularly aiding working families, students, and individuals experiencing homelessness.
Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
APHSA's President and CEO reflects on lessons and opportunities the COVID-19 pandemic highlighted and constructs a national narrative around the moment.
American Public Human Services Association (APHSA)
The article discusses how state agencies can effectively use text messaging to communicate with Medicaid and SNAP enrollees, especially following a 2021 FCC ruling that permits automated texts for informational purposes.
This article reviews two examples of how Nava has used open-source technologies to bring human-centered testing practices to government services software.
Article announcing five new projects by the Office of Management and Budget that will improve experiences the public has with the government during significant movements in their lives. These “life experience” projects are at the center of a new model for how the Federal Government should better design and deliver benefits, services, and programs to the American people during the moments in their lives that matter most.
An interview with Wendy De La Rosa, assistant professor at the Wharton School at the University of Pennsylvania. De La Rosa discusses how the concept of “psychological ownership” can encourage people to take up benefits they are eligible for.
