This report examines the phenomenon of "churn" in public benefit programs, where eligible participants temporarily lose benefits due to administrative processes, analyzing its impact on both recipients and state agencies, and suggesting strategies to reduce its occurrence.
Applying UX research methods, the City of San Jose worked to improve how low-income and non-English speaking residents engaged with My San Jose, a website and mobile app for residents to report neighborhood issues to cities. They used a Spanish and Vietnamese translator to conduct interviews with target users, then detailed major findings and corresponding recommendations in this report.
The FileYourStateTaxes pilot successfully integrated state tax filing with the IRS Direct File program, improving taxpayer experience and reducing filing burdens.
Study by the Director of the Office of Management and Budget assessing methods for determining whether agency policies and actions create or exacerbate barriers to full and equal participation by eligible individuals. This study followed the Executive Order on racial equity.
In June 2020, the state implemented an innovative and entirely virtual vendor selection process to evaluate these solutions under the direction of the Colorado Digital Service (CDS).
