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 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.
The New York Experience – or “NYX” – aims to transform the customer experience across New York State agencies making our government work better for our people.
This guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
The New York State Customer Experience (NYX) Strategy is a comprehensive plan aimed at transforming state government services to be more efficient, accessible, and responsive to the needs of residents.
This brief outlines the U.S. federal government’s framework to identify, reduce, and address administrative burdens through a series of executive orders, legislative actions, and updated policies focused on improving customer experience and increasing access to government benefits.
This report examines Pennsylvania’s recent success in responding to concerns from citizens that it took too long for a business, nonprofit or individual to receive a permit, license or certificate they had applied for.
This report outlines strategies states can adopt to improve access to SNAP, Medicaid, and WIC programs by leveraging policy options, data coordination, and streamlined service delivery.
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.
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.
