To improve the .gov registrar, 18F and CISA created customer panels to gather feedback, opinions, and suggestions. Using a customer-centric approached enabled 18F and CISA to identify areas for improvement, build a product roadmap, and establish relationships with users.
Code for America initially introduced the concept of Delivery-Driven Government in 2018. This article refreshes its original principles and expands on what the organization has learned to make its concepts clearer.
A comprehensive analysis of how government digital service teams document and communicate their impact across federal, state, and local levels. This report aims to identify key reporting trends and practices to help teams develop impact narratives that demonstrate their value to stakeholders.
DSN Spotlights are short-form project profiles that feature exciting work happening across our network of digital government practitioners. Spotlights celebrate our members’ stories, lift up actionable takeaways for other practitioners, and put the resources + examples we host in the Digital Government Hub in context.
This article shares insights from Minnesota-based focus groups, revealing that low-income women navigating unemployment insurance often face confusion and uncertainty around eligibility, complex administrative processes, and additional challenges related to childcare, housing stability, and mistrust of benefit systems.
A toolkit that explains how to apply a content-first design approach to public services, helping teams design content strategy and interfaces based on user needs.
A case study documenting how a modular API layer was built to support a state-level paid family and medical leave program, improving interoperability, scalability, and user experience.
This FormFest profile spotlights the New Jersey State Office of Innovation’s Feedback Widget team, which collects resident input across state websites to improve services and empower agencies to act on real-time feedback.
Though the rhetoric of “waste, fraud, and abuse” is ubiquitous when it comes to welfare programs, low-income households receive little relief from benefits programs. Most efforts to make public benefits systems more “efficient” actually just waste time and money in practice. They instead serve to stigmatize low-income families and chip away at the little assistance that remains available to them.
