This memorandum provides guidance to agencies on how to design and deliver websites and digital services to the public and to assist agencies as they continue to implement the 21st Century Integrated Digital Experience Act1 (21st Century IDEA). It summarizes relevant statutory requirements, clarifies policy requirements, and expands best practices for agency websites and digital services.
Millions in government benefits go unclaimed annually due to complex applications and lack of awareness. Simplifying processes, targeted outreach, and streamlined support can increase accessibility and ensure eligible individuals receive assistance.
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.
This article highlights how state unemployment insurance (UI) agencies are leveraging data to modernize systems and enhance access for unemployed workers.
Key functionalities and design elements recommended for creating effective online WIC applications, focusing on usability, accessibility, and compliance to improve participant experience and streamline agency operations.
A case study describing how Massachusetts is building long-term public-sector capacity to deliver people-centered digital services by strengthening in-house expertise, shared tools, and agency-embedded support.
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.
This article explores how integrating behavioral science into public administration can improve government effectiveness, equity, and trust by redesigning public services with human behavior in mind.
On July 16, members of the Digital Identity Community of practice gathered to learn how peers are gathering beneficiary feedback on their experiences with accounts and proving their identity.
This resource provides guidance and best practices for the weekly or bi-weekly certification process that claimants must complete to maintain eligibility for unemployment insurance (UI) benefits.
