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.
The Digital Benefits Network's second Digital Identity Community of Practice quarterly call centered exploring client support models in digital identity and an update on the Balance ID project.
The report summarizes qualitative research and feedback from Tribal leaders and grant administrators to inform improvements in federal grant systems and processes.
U.S. Department of Health and Human Services (HHS)
A research report examines how internal workplace conditions in federal agencies influence employee satisfaction and ultimately the quality of services delivered to the public.
A practical implementation playbook guiding Healthy Start sites in designing, launching, and evaluating Alumni Peer Navigator (APN) services to improve maternal and child health through peer support and community-based participatory 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.
A U.S. Digital Service blog report exploring the lived experiences of mothers seeking mental health care during pregnancy and postpartum, highlighting barriers in screening, diagnosis, and access to treatment.
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?
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.
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.
