A comprehensive survey-based analysis of Boston residents’ access to internet, devices, and digital skills, with a focus on equity across priority populations including low-income households, seniors, immigrants, and formerly incarcerated individuals.
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 blog post describes how the NYC Service Design Studio engaged residents in the development of the Community Compensation Fund, highlighting lessons on trust-building, equitable collaboration, and inclusive community decision-making.
An outline of the opportunities for modernizing SNAP to better meet participant needs by streamlining enrollment, improving digital access, and enhancing coordination with other safety net services.
A web-based platform that provides design principles, accessible UI components, and guidance to help teams across the UK government create consistent, user-centered digital services.
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 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.
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.
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.
