The article discusses key takeaways from BenCon 2023, highlighting the importance of creating equitable and ethical public benefits technology. It emphasizes the need for tech solutions that address systemic inequalities, ensure accessibility, and promote inclusivity for underserved communities in accessing public services.
This FormFest profile examines how Massachusetts’ Department of Early Education and Care is modernizing its child care benefits system through human-centered design, making verification and application processes simpler, more compassionate, and more efficient for families and staff.
A FormFest profile highlighting how New York State’s design and technology teams are reimagining form creation through collaborative, human-centered design methods that simplify processes and expand participation.
This blog post shares five key service design lessons from U.K. experts Lou Downe and Sarah Drummond, offering practical guidance for building more connected, user-centered government services in British Columbia.
This article describes how Code for America conducted qualitative research within its GetCalFresh application by asking families to tell them about their familial, housing, and financial situations. From client messages, they gathered information regarding how to make changes to their product to keep their work people-centered.
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.
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 2015 project presentation outlines the vision, research, and product requirements for DAHLIA, San Francisco’s online platform to centralize and simplify affordable housing searches and applications.
San Francisco Mayor's Office of Housing and Community Development
Design systems are a foundational component of good government digital service delivery. This publication explores why design systems matter and includes a tracker of centralized design systems across U.S. states.
