The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
Initially created to inform federal staff at the U.S. Department of Health and Human Services, this tip sheet provides key considerations for how organizations can identify potential diverse external partners, conduct outreach to them, and build and sustain productive relationships with them.
Office of the Assistant Secretary for Planning and Evaluation (ASPE)
This article discusses the challenges of today’s centralized identity management and investigates current developments regarding verifiable credentials and digital wallets.
A New America report examines the Volunteer Income Tax Assistance (VITA) program, highlighting its role in aiding low-income tax filers and offering recommendations to enhance public benefit access through improved tax filing assistance.
The experience of the COVID-19 pandemic and its induced recession underscored the crucial importance of unemployment insurance (UI) to workers, and to the stability of the American economy. Temporary federal expansions of unemployment systems during the pandemic showed how they can quickly be scaled to increase benefit levels and to include categories of workers who were not previously eligible, such as the self-employed, caregivers, and low-wage workers. And, states showed that separate programs can be set up to provide similar benefits to workers who are explicitly excluded from unemployment insurance—in particular immigrants who do not have a documented immigration status.
Teams crafting policy inside and outside government can use the assessment to center their policy-making activities around those most impacted by their proposed programs and policy ideas.
This paper introduces a method for auditing benefits eligibility screening tools in four steps: 1) generate test households, 2) automatically populate screening questions with household information and retrieve determinations, 3) translate eligibility guidelines into computer code to generate ground truth determinations, and 4) identify conflicting determinations to detect errors.
Biometric identification technologies—such as facial recognition and fingerprinting—can affect underserved communities, including low-income and minority communities. GAO interviewed academics, advocacy groups, and technology experts to find out how.
This guide discusses general characteristics shared by organizations that have successfully created accessible content, and includes case studies that showcase characteristics of successful accessible content teams.
The toolkit provides strategies for state and local WIC agencies to enhance enrollment by utilizing data from Medicaid and SNAP for cross-program data matching and targeted outreach.
This brief highlights key takeaways from APHSA’s work on young families, starting with an overview of the young families work and its early years, followed by key takeaways and highlights from its final year, ending with opportunities for future work in the young families space.
American Public Human Services Association (APHSA)
