Californians who receive food assistance come from all backgrounds, but many share a similar story: they were barely getting by financially when they were tipped into crisis by an unexpected expense or loss of income. This site shares their stories.
Code for America discusses the importance of a people-centered, digital-first safety net. Tools of technology, policy, and good implementation can advance a bold vision that will allow the nation to push through the end of the COVID-19 crisis.
This foundational article develops the concept of administrative burden, defining it as the learning, psychological, and compliance costs individuals face when interacting with government, and argues that these burdens are often shaped by political choices.
Journal of Public Administration Research and Theory
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
This webpage from the U.S. Department of Labor (DOL) provides guidance on improving mobile usability for Unemployment Insurance (UI) systems to enhance customer experience and accessibility.
Code for America’s Integrated Benefits Initiative has been working in partnership with the State of Colorado to demonstrate how user-centered approaches lead to measurably better delivery of safety net programs. This article describes their work with the state of Colorado in simplifying how clients report common life changes that can affect their eligibility.
Usability tests can help teams develop products that are user-centered, accessible, and inclusive. This guide will help you create a robust plan to promote a successful usability test.
This blog discusses a resource developed by the Digital Service at the Centers for Medicare & Medicaid Services (CMS) to assist individuals in navigating mental health, drug, or alcohol issues and connecting with appropriate support services. ​
U.S. Department of Health and Human Services (HHS)
The playbook is a comprehensive guide developed by the Maryland Department of Information Technology to assist state agencies in creating consistent, user-centered, and accessible digital services.
The Service and Digital Toolkit is a bilingual, practical resource developed by the Canadian Digital Service to help government teams design and deliver user-centered, accessible, and agile digital services aligned with federal policies and standards.
