This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.
The federal government is working to improve customer experience through human-centered approaches, as seen in the 2021 executive order establishing interagency teams to focus on pivotal life experiences. Lessons learned from these efforts emphasize the importance of embracing risk, fostering partnerships, and keeping end users at the center of the design process to enhance the delivery of government services.
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.
OIRA publishes an annual progress report on the burden reduction initiative, summarizing initiatives across all of government, and providing in-depth case studies of various burden reduction efforts, including their impact on individuals, families, and small businesses.
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.
Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.
