Topic: Human-Centered Design
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Reducing Administrative Burdens: The U.S. Federal Government Framework
This brief outlines the U.S. federal government’s framework to identify, reduce, and address administrative burdens through a series of executive orders, legislative actions, and updated policies focused on improving customer experience and increasing access to government benefits.
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Identifying and Reducing Burdens in Administrative Processes
This report provides a comprehensive analysis of administrative burdens, offering strategies to reduce unnecessary obstacles in public service delivery, with a focus on improving access to government services for underserved and marginalized populations.
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Transformative Cash: A Playbook for Building a Guaranteed Income Program for Those Experiencing Homelessness
This playbook offers a comprehensive guide for designing, implementing, and evaluating a guaranteed income program specifically for individuals experiencing homelessness.
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M-25-07 Broadening Public Participation and Community Engagement with the Federal Government
This memorandum provides guidance to Federal agencies on how to broaden public participation and community engagement to improve government decision-making, enhance transparency, and build trust by engaging with communities, especially underserved groups.
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Helping Governments Communicate More Effectively: A Case Study of Our Work With Nevada’s Department of Employment, Training and Rehabilitation
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.
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User Testing for Community-Focused Design
City of Saint Paul's website for community members to sign up to participate in paid research opportunities in order to test and provide feedback on the design of digital services and products.
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City of Saint Paul User Recruitment Services Resolution
The user recruitment services resolution passed in Saint Paul, MN for a third year in a row in 2024. It allows for city funds to be used to compensate community members who participate in research.
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The Opportunity Project for Cities (TOPC) Resource Library
The Opportunity Project for Cities (TOPC) created a library filled with resources to help municipalities address local challenges with digital tools.
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New York State: Customer Experience Strategy
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.
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Ten Ways Customer Experience Can Improve Equitable Access and System Integrity for Unemployment Insurance
This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
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Analysis Plan: Increasing Medicaid Renewals with Text Message Reminders
Through an innovative pilot and evaluation, this project aims to improve ongoing Medicaid coverage using the Notify.gov service.
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Training and Employment Notice No. 18-24: Customer Experience Checklist and Resources for Unemployment Insurance Programs
Includes customer experience checklist, metrics, and resources to help states improve unemployment insurance programs.