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.
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.
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.
DGN Spotlights highlight innovative digital initiatives transforming how the government connects with the public. This story explores Washington State’s Customer Portal, a platform representing a major step toward unifying digital service access across state agencies.
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 research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
The “Start Small” approach encourages agencies to begin with targeted, manageable improvements in their WIC application process before expanding changes more broadly, fostering easier implementation and measurable early successes.
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.
The article explores the importance of participatory planning in policymaking, emphasizing how engaging impacted communities improves program design, equity, and trust in government, with a focus on early childhood education initiatives.
This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
