Topic: Customer Experience (CX)
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Improving Unemployment Insurance Applications with CX Principles
This resource contains principles and examples of high-impact improvements to consider making in different parts of the online application.
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6-Month Update: Delivering on the President’s Commitment to Transform Customer Experience
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
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Training and Employment Notice No. 18-24: Customer Experience Checklist and Resources for Unemployment Insurance Programs
Includes customer experience checklist, metrics, and resources to help states improve unemployment insurance programs.
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Analysis Plan: Increasing Medicaid Renewals with Text Message Reminders
Through an innovative pilot and evaluation, this project aims to improve ongoing Medicaid coverage using the Notify.gov service.
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Benefits Playbook for Designing Human-Centered Applications
By implementing these best practices, states can improve the experience of accessing essential public benefits programs.
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Friction! What Makes Getting Public Benefits So Hard and How Understanding Administrative Burdens Can Increase Access at BenCon 2024
Don Moniyhan shares specific burdens and how to measure their impacts.
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Summer of CX Webinar Series: CX Metrics for Decision Making
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.
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Collaboratively Centering the “Customer Experience” in New York State: A Digital Service Network Spotlight
The Digital Service Network (DSN) spoke with three staff members from the New York State Executive Chamber—Gabe Paley, Tonya Webster, and, Luke Charde to learn more about the state's efforts to improve residents’ experiences accessing government programs.
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Insights and Successes: American Rescue Plan Act Investments in Unemployment Insurance Modernization
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.
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The Integral Pillars for Digital Benefits Delivery: Access, Security, and Accuracy at BenCon 2024
Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.
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Evaluating CX with Survey Design
In the Fall of 2022, the USDOL Office of Unemployment Insurance Modernization (OUIM) consulted with the Illinois Department of Employment Security (IDES) to provide hands-on support with IT modernization and customer experience strategy. Primary discussions focused on making informed product, service, and business decisions based on qualitative and quantitative data— how might IDES leverage existing data streams to identify the most pressing technology issues in their unemployment insurance system, and how might IDES act upon this information in a timely and impactful manner?
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Mapping the Applicant Experience of Benefit Enrollment
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.