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 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 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.
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 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.
Article announcing five new projects by the Office of Management and Budget that will improve experiences the public has with the government during significant movements in their lives. These “life experience” projects are at the center of a new model for how the Federal Government should better design and deliver benefits, services, and programs to the American people during the moments in their lives that matter most.
This article highlights how state unemployment insurance (UI) agencies are leveraging data to modernize systems and enhance access for unemployed workers.
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.
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.
