This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
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 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.
National Association of State Workforce Agencies (NASWA)
This resource introduces the "Layer Cake" approach, a framework for driving behavior change in government systems and public services by addressing all layers of service delivery, from frontline staff to policymakers, with an emphasis on human-centered design and civic participation.
This case study explores how the City of Akron developed a community tree map to engage residents in urban forestry efforts, enabling them to identify, grow, and care for trees in their neighborhoods.
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 report provides guidance on building equitable and user-friendly affordable housing portals, highlighting best practices from platforms like Bloom Housing and Housing Navigator MA.
