Takeaways from a workshop focusing on applying human-centered design to government artificial intelligence (AI) projects, led by Elham Ali, Researcher from the Beeck Center for Social Impact and Innovation.
Describes the Principles of a Human-Centered Safety Net: Many Welcoming Doors, Easy to Understand, Clients Can Make Informed Decisions, Responsive to Changing Needs, Simple Actions
Executive Order 14058, issued by President Joe Biden on December 13, 2021, aims to enhance the federal customer experience and service delivery to rebuild trust in government.
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.
Testing (and re-testing) your designs with users will help you build the best possible product. Our Validate Methods cover varied testing scenarios and potential user groups.
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.
Dana Chisnell describes work leading a team of researchers to interview people from across the US on their experiences applying for unemployment and other benefits during the pandemic.
Code for America initially introduced the concept of Delivery-Driven Government in 2018. This article refreshes its original principles and expands on what the organization has learned to make its concepts clearer.
Eligible people struggle to maintain their case status for critical safety net services, often due to administrative hurdles and poor communication. Code for America piloted text message reminders to support Louisianans, which helped clients avoid costly churn. Text messages are an underrated, efficient solution for human service agencies to meet client expectations and improve case outcomes.
