The Center on Budget and Policy Priorities (CBPP) report highlights the disproportionate hardships faced by Black and Latina mothers during the COVID-19 pandemic, exacerbated by systemic inequities.
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?
Sharing lessons learned via the Medicaid Churn Learning Collaborative, which is working to reduce Medicaid churn, improve renewal processes for administrators, and protect health insurance coverage for children and families.
This brief examines how state Temporary Assistance for Needy Families (TANF) programs adapted policies during the early stages of the COVID-19 pandemic to address emerging challenges.
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
Coordinating SNAP & Nutrition Supports (CSNS) is a cohort program developed by the American Public Human Services Association (APHSA) and No Kid Hungry, a national campaign run by Share Our Strength.
American Public Human Services Association (APHSA)
Through a field scan, this paper identifies emerging best practices as well as methods and tools that are becoming commonplace, and enumerates common barriers to leveraging algorithmic audits as effective accountability mechanisms.
ACM Conference on Fairness, Accountability, and Transparency (ACM FAccT)
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 report examines how the U.S. federal government can enhance the efficiency and equity of benefit delivery by simplifying eligibility rules and using a Rules as Code approach for digital systems.
A study shows that Benefits Data Trust’s outreach and application assistance significantly increased SNAP enrollment among North Carolina seniors, improving health outcomes and reducing Medicaid costs.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
