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.
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.
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.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
Executive Order 14058, issued by President Joe Biden on December 13, 2021, aims to enhance the federal customer experience and service delivery to rebuild trust in government.
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 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.
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.
