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.
The “Start Small” approach encourages agencies to begin with targeted, manageable improvements in their WIC application process before expanding changes more broadly, fostering easier implementation and measurable early successes.
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.
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 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.
This report outlines strategies states can adopt to improve access to SNAP, Medicaid, and WIC programs by leveraging policy options, data coordination, and streamlined service delivery.
This report details the use of the historic investment of $1 billion in funding from the American Rescue Plan Act (ARPA) to the Department of Labor and state unemployment (UI) agencies to modernize state UI programs.
This case study highlights a collaborative effort to enhance Nevada’s unemployment insurance (UI) program by simplifying claimant-facing communications and improving user experiences through behavioral science and human-centered design.
National Association of State Workforce Agencies (NASWA)
