This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
This resource contains specific examples that highlight the advantages of designing reusable code components, software tools, or design formats. This guide also illustrates the possibilities for connecting new components to existing system infrastructure.
Differing federal requirements for public benefit applications create significant barriers for applicants and complicate state efforts to integrate services.
This report explores the Maine Department of Labor’s (MDOL) remarkable response to this layoff through collaboration with the Peer Workforce Navigator project—a coalition of community-based organizations in partnership with the MDOL—which made a huge difference in the lives of these laid off workers. The report also examines aspects of the state’s unemployment insurance (UI) system that might be improved to account for similar situations in the future.
In 2022, Nava formed its first-ever PAC as part of their initiative to help Montana’s Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) program design a new recertification portal. Leveraging what Nava learned from this experience, this toolkit outlines the necessary steps to form a PAC, including planning a structure for the council, recruiting participants, and other logistics.
This brief highlights the complex journey that older adults experience when applying for and enrolling in SNAP, including the major barriers and solutions that improve access along the way.
In 2023, OECD member countries approved a revised version of the Organisation’s definition of an AI system. This post explains the reasoning behind the updated definition.
Organisation for Economic Co-operation and Development (OECD)
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 report outlines state Medicaid program priorities, including expanding access to services, addressing health disparities, and implementing cost-containment measures amid post-pandemic uncertainties.
This report celebrates 50 years of improving maternal and child health in the U.S. through WIC and offers advancements, challenges, and solutions for the future.
The Policy2Code Prototyping Challenge explored utilizing generative AI technology to translate U.S. government policies for public benefits into plain language and code, culminating in a Demo Day where twelve teams showcased their projects for feedback and evaluation.
