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.
This report summarizes progress made with agencies and members of the public to identify and reduce burdens that individuals, families, and small businesses face every day when interacting with government programs.
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.
This report details the use of the historic investment of $1 billion in funding from the American Rescue Plan Act (ARPA) to the Department of Labor and state unemployment (UI) agencies to modernize state UI programs.
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.
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.
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.
This case study highlights a collaborative effort to enhance Nevada’s unemployment insurance (UI) program by simplifying claimant-facing communications and improving user experiences through behavioral science and human-centered design.
National Association of State Workforce Agencies (NASWA)
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.
