The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
This book is an in-depth exploration of federal programs and controversial legislation demonstrating that administrative burden has long existed in policy design, preventing citizens from accessing fundamental rights. Further discussion of how policymakers can minimize administrative burden to reduce inequality, boost civic engagement, and build an efficient state.
Building modular, open-source, human-centered software is necessary to create equitable government services fit for the digital age. Nava emphasizes addressing large scale digital service challenges by building and releasing small, modular software components that are loosely-coupled by well-defined APIs. This enables agencies to quickly and conistently deliver services that help people immediately, whilst also building a flexible foundation for long-term technical evolution.
Code for America explores the systems at play and the individuals experience of participants in WIC. By investigating overall quantitative trends in coverage, redemption, and retention rates, they use the data as a guide to build out a qualitative research plan that explains why such trends are occurring.
Inclusive design means making design choices that take into account personal identifiers like ability, race, economic status, language, age, and gender. This resource walks folks through an introduction to inclusive design, focusing on accessibility and equity.
Blog post authored by U.S. Digital Response discussing best practices for creating inclusive, accessible, and affirming government services for LGBTQ+ populations gleaned from their recent work in the City of Boston.
This kit contains a collection of styles, components, and building blocks to quickly create action-forward emails for Unemployment Insurance programs within the U.S.
