Topic: Human-Centered Design
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Tackling the Time Tax: How the Federal Government Is Reducing Burdens to Accessing Critical Benefits and Services
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.
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Managing Director – City Design Studio
Job description for the City of Tulsa, OK Managing Director - City Design Studio role
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Mass Layoff in Maine: Lessons Learned from the Maine Department of Labor and Peer Workforce Navigators
This report explores the Maine Department of Labor’s (MDOL) remarkable response to this layoff through collaboration with the Peer Workforce Navigator project—a coalition of community-based organizations in partnership with the MDOL—which made a huge difference in the lives of these laid off workers. The report also examines aspects of the state’s unemployment insurance (UI) system that might be improved to account for similar situations in the future.
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City of Philadelphia Equitable Community Engagement Toolkit
The Equitable Community Engagement Toolkit is a toolkit created by City of Philadelphia engagement practitioners and community members to help improve equitable collaboration with the community the City serves.
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Customer Experience Principles for Unemployment Insurance
The blog post sets up a foundational perspective on CX principles for the state UI agencies.
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Digital Service Toolkit
Toolkit of resources from the Government of New South Wales to help design, develop and deliver better digital experiences.
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Making Government Services Inclusive for LGBTQ+ People
Blog post authored by U.S. Digital Response discussing best practices for creating inclusive, accessible, and affirming government services for LGBTQ+ populations gleaned from their recent work in the City of Boston.
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Project Snapshot: Reimagining the Role of Real Estate in Benefits Delivery
Oklahoma Human Services (OKDHS) modernized their service delivery by reducing their real estate footprint, designing trauma-informed and user-friendly spaces, and expanding an embedded worker program to improve accessibility and client experience. Through their "Service First" strategy, OKDHS aims to create more equitable and compassionate interactions, reaching vulnerable populations while addressing high occupancy costs.
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Unemployment Insurance Email Template Kit v1.0
This kit contains a collection of styles, components, and building blocks to quickly create action-forward emails for Unemployment Insurance programs within the U.S.
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Accessible Numbers
Use the accessible numbers project to design services for people who need help with numbers.
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City of Boston’s Ordinance to Ensure Gender Inclusivity on City Forms
Legislation to ensure gender inclusivity on forms in the City of Boston.
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Administrative Burden Scale
The Better Government Lab at the McCourt School of Public Policy at Georgetown University has developed a new scale for measuring the experience of burden when accessing public benefits. They offer both a three-item scale and a single-item scale, which can be utilized for any public benefit program. The shorter scales provide a less burdensome way to measure by requiring less information from users.