This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
Dana Chisnell describes work leading a team of researchers to interview people from across the US on their experiences applying for unemployment and other benefits during the pandemic.
In 2024, the Center on Budget and Policy Priorities and Digital Benefits Network led a workshop to explore key terms related to digital identity, and provide ecosystem-level context on how authentication and identity proofing may show up in the online benefits experience and impact clients. This resource links to the presentation slides.
CMS has identified a number of immediate and longer-term strategies that states can implement to improve application processing timeframes and address application backlogs.
Presentation covering the findings of a research study analyzing the structural and budgetary layout of of eleven US-based Digital Service Teams (DSTs) at the municipal, county, and state levels.
Learn how to use generative AI to quickly create unemployment insurance translations that are accurate, easy to understand, and tailored to your state.
This slide deck describes the main mechanisms in a dynamic analysis of H.R. 1, explains the changes to SNAP, and explains the macroeconomic effects and budgetary feedback of those changes.
Initially created for and shared with staff at the Administration for Children and Families, this webinar provides an introduction to Universal Design, covering plain language, accessibility, user research, and Agile development.
Federal Communications Commission present on how state and local agencies can legally use SMS messaging to engage with public benefits applicants and recipients, including compliance with the Telephone Consumer Protection Act (TCPA).
This 2015 project presentation outlines the vision, research, and product requirements for DAHLIA, San Francisco’s online platform to centralize and simplify affordable housing searches and applications.
San Francisco Mayor's Office of Housing and Community Development
