The Improving Service Delivery in EITC for New Yorkers initiative explores ways to enhance access to the Earned Income Tax Credit (EITC) through improved outreach, application processes, and service delivery.
This article describes how Code for America conducted qualitative research within its GetCalFresh application by asking families to tell them about their familial, housing, and financial situations. From client messages, they gathered information regarding how to make changes to their product to keep their work people-centered.
A modification of Bolder Advocacy’s ACT!Quick capacity self-assessment tool to incorporate additional equity-centered capacities, engage community authentically, and conduct research in culturally responsive ways.
In the Fall of 2022, the USDOL Office of Unemployment Insurance Modernization (OUIM) consulted with the Illinois Department of Employment Security (IDES) to provide hands-on support with IT modernization and customer experience strategy. Primary discussions focused on making informed product, service, and business decisions based on qualitative and quantitative data— how might IDES leverage existing data streams to identify the most pressing technology issues in their unemployment insurance system, and how might IDES act upon this information in a timely and impactful manner?
This paper examines three key questions in participatory HCI: who initiates, directs, and benefits from user participation; in what forms it occurs; and how control is shared with users, while addressing conceptual, ethical, and pragmatic challenges, and suggesting future research directions.
This Code for America article discusses how tax filing can be a powerful tool for economic justice, highlighting efforts to make the tax system more accessible and equitable for low-income individuals.
This section of the Building Resilience plan outlines strategies to help states modernize outdated unemployment insurance (UI) IT systems, making them more modular, secure, fraud-resistant, and user-centered.
A user research–driven persona framework that identifies key resident groups interacting with government services and outlines their needs, behaviors, and pain points to inform digital service design.
This article discusses the various benefits of publicly-funded open-source software. These benefits include fairness and transparency, economic stimulus, and support of the Federal Source Code Policy Agenda.
