CMS has identified a number of immediate and longer-term strategies that states can implement to improve application processing timeframes and address application backlogs.
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.
This presentation shares user experience research on the challenges, priorities, and opportunities for improving the journey of Bay Area residents seeking affordable housing.
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.
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).
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.
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.
This presentation from Steph White, Cross Enrollment Coordinator at the Michigan Department of Health and Human Services offers an in-depth example on implementing cross enrollment with WIC and general tools for cross enrollment.
