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 study highlights a 2.2% increase in citizen satisfaction with federal services, reaching a seven-year high, driven by improvements in digital experiences, government processes, and complaint handling.
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.
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.
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.
A framework that helps policy and digital service teams interpret legislation by identifying user needs, intent, and implementation challenges to support more effective, human-centered government 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.
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.
