A policy directive that establishes standards and guidance for federal executive agencies to manage, secure, and deliver public websites and digital services that are user-centered, accessible, and data-driven.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
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 project portfolio page details a human-centered service design partnership with the Michigan Unemployment Insurance Agency (UIA) to revitalize and streamline the state's unemployment benefits system following crisis-level strain.
Executive Order 14058, issued by President Joe Biden on December 13, 2021, aims to enhance the federal customer experience and service delivery to rebuild trust in government.
Canada’s Digital Standards are a set of principles that guide how public servants design, build, and run government digital services so they’re user-centered, accessible, secure, open, and trustworthy.
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.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
This guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
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.
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.
