Resource Format: Video: Webinar
-
Customer Experience (CX) 
Summer of CX Webinar Series: Improving CX for Benefit Access
This webinar session discusses how to address customer experience challenges presented by digital identity in public benefit programs.
-
Customer Experience (CX) 
Summer of CX Webinar Series: CX Metrics for Decision Making
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.
-
Human-Centered Design 
Summer of CX Webinar Series: Principles to Improve CX
This webinar discusses the White House Executive Order and federal agency guidance for improving customer experience in public benefit programs.
-
Webinar: Unwinding – Where Do We Go From Here?
CBPP and CCF held a webinar to discuss where Medicaid stakeholders go from here. CCF highlighted where states are now, next steps for state compliance with federal requirements, best practices that should be continued beyond the unwinding, and potential new developments including the final eligibility and enrollment rule. Additionally, we discussed outreach strategies to reconnect eligible children and families who lost Medicaid back to coverage.
-
Automation + AI 
GOVChats: Georgia, Maryland, & Vermont AI Programs and Initiatives
Recording of GOVChats hosted by GTA's Digital Services Georgia, where speakers dive into the artificial intelligence (AI) programs and initiatives unfolding across the states of Georgia, Maryland, and Vermont.
-
Automation + AI 
Helping Families Access Public Benefits with AI and Automation
Webinar that shares Nava’s partnership with the Gates Foundation and the Benefits Data Trust that seeks to answer if generative and predictive AI can be used ethically to help reduce administrative burdens for benefits navigators.
-
Communications 
Plain Language: Foundations 101 Webcast
This is a video recording of a NASWA Feb 2024 webinar on plain language presented for UI state leaders. Slides are also available.
-
Automation + AI 
Democratizing AI: Principles for Meaningful Public Participation
In this policy brief and video, Michele Gilman summarizes evidence-based recommendations for better structuring public participation processes for AI, and underscores the urgency of enacting them.
-
Data 
NCDHHS: Cross-Enrollment in SNAP, WIC, and Medicaid
In this presentation, team members from the North Carolina Department of Health and Human Services provide an overview of the implementation process for cross enrollment with SNAP, WIC, and Medicaid in North Carolina.
-
Human-Centered Design 
Universal Design 101 Recording
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.
-
Recent Developments in Unemployment Insurance Modernization
The UI Technology Coordinating Coalition hosted a virtual conversation on April 13, 2023 focused on recent developments in unemployment insurance (UI) modernization efforts with guests from the U.S. Department of Labor's Office of UI Modernization and the Illinois Department of Employment Security.
-
Communications 
FCC Training on Public Benefits Texting
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).