Based on user interviews with families across the United States who navigated the Medicaid renewal process, this report offers insights and recommendations for improving the experience of renewing Medicaid and other benefits.
Nava built flexible and reusable software and design components to make it easier for Vermonters to access their benefits. These components support Vermont’s long-term vision of integrating eligibility and enrollment processes for all of the state’s healthcare and financial benefit programs.
Millions in government benefits go unclaimed annually due to complex applications and lack of awareness. Simplifying processes, targeted outreach, and streamlined support can increase accessibility and ensure eligible individuals receive assistance.
This mainstage session from FormFest 2024 featured behind-the-scenes stories about the IRS’ work to turn tax forms from static PDFs into a user friendly digital experience.
This session from FormFest 2024 focused on improving service delivery by hearing about work in multiple cities to rapidly digitize service delivery and work by the Department of Veteran Affairs around implementing service design principles in form revisions.
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.
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 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 paper hopes to stimulate discussions towards an ethical protocol for better practice in BI experiments and provide a useful resource to those working on, or interested in, BI research.
The New York Experience – or “NYX” – aims to transform the customer experience across New York State agencies making our government work better for our people.
