This report analyzes how SNAP households redeemed their benefits in FY 2022, examining transaction frequency, benefit exhaustion timing, store types, online purchasing, and the effects of pandemic-related policy changes.
An impact report summarizing how a small public-sector innovation team tested, built, and piloted shared digital services to reduce administrative burden in public benefits delivery.
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.
DGN Spotlights highlight innovative digital initiatives transforming how the government connects with the public. This story explores Washington State’s Customer Portal, a platform representing a major step toward unifying digital service access across state agencies.
This discussion paper advocates for states to use the implementation of OBBBA (One Big Beautiful Bill Act) as a catalyst to build integrated, cross-agency data systems.
This report evaluates the effectiveness and implementation of a generative AI-powered assistive chatbot designed to help caseworkers navigate complex public benefit programs like Medicaid and SNAP.
This report explains how states can continue to voluntarily implement key Medicaid and CHIP eligibility and enrollment improvements—originally required by two federal rules—despite a ten-year moratorium enacted in July 2025 that blocks their mandatory enforcement
This is the summary version of a report that documents four experiments exploring if AI can be used to expedite the translation of SNAP and Medicaid policies into software code for implementation in public benefits eligibility and enrollment systems under a Rules as Code approach.
This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
This blog explores the rise of person-centered insights in policymaking, featuring an overview of its benefits and expert interviews highlighting its crucial role in effectively delivering public benefits and human services.
FNS evaluations of Summer EBT programs show significant reductions in childhood food insecurity, but some eligible households do not fully redeem benefits.
