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.
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 article highlights the federal government's efforts to improve customer experience through collaborative, human-centered approaches and lessons on embracing risk, partnerships, and user-focused design.
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 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.
