This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
In this brief, APHSA outlines its commitment to addressing the causes of structural inequities by first illuminating structural root causes of race inequity within the context of human services. The brief outlines approaches to doing the intentional and systematic work that is required to counteract the structural barriers human services systems have fostered.
American Public Human Services Association (APHSA)
This report highlights lessons learned from improving economic stability and well-being outcomes for young parent families, focusing on interagency collaboration, community engagement, data-driven improvement, and aligned services to guide future efforts.
U.S. Digital Response partnered with the Department of Labor to design a human-centered, low-code solution for efficient retroactive unemployment benefit determination.
This guide highlights approachable ideas for state and local public benefits agencies to improve applications, renewals, and correspondence. As outlined in this resource, even small improvements can be transformative for residents and caseworkers alike.
This resource describes how different agencies have updated their systems to increase online and mobile access to benefits information and applications, including using text messages to share benefits information with residents.
This guide provides practical insights for benefits administrators on redesigning benefits systems using human-centered design to ensure all eligible residents can access crucial social safety net resources.
A case study of the Hawai‘i Career Acceleration Navigator — an accessible, data-driven and full-service government platform for unemployed people and other jobseekers to search for jobs and access supportive service benefits.
