This memorandum provides guidance to agencies on how to design and deliver websites and digital services to the public and to assist agencies as they continue to implement the 21st Century Integrated Digital Experience Act1 (21st Century IDEA). It summarizes relevant statutory requirements, clarifies policy requirements, and expands best practices for agency websites and digital services.
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.
Oklahoma Human Services (OKDHS) modernized their service delivery by reducing their real estate footprint, designing trauma-informed and user-friendly spaces, and expanding an embedded worker program to improve accessibility and client experience. Through their "Service First" strategy, OKDHS aims to create more equitable and compassionate interactions, reaching vulnerable populations while addressing high occupancy costs.
The Digital Service Network (DSN) spoke with GC Forms’ Senior Product Manager Stevie-Ray Talbot and Acting Head Ioana Contu to learn more about the team's approach to building GC Forms.
The Digital Services Network (DSN) spoke with Connecticut’s digital program manager, Max Gigle, and Director of Digital Government and Operational Excellence David Labbadia, to learn more about the team’s human-centered approach to developing Business.CT.gov as the first step on the path toward an “all-digital government.”
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.
The article highlights the federal government's efforts to improve customer experience through collaborative, human-centered approaches and lessons on embracing risk, partnerships, and user-focused design.
AI resources for public professionals on responsible AI use, including a course showcasing real-world applications of generative AI in public sector organizations.
The New York State WIC program website provides access to nutritious foods, nutrition education, breastfeeding/chestfeeding support, and referrals to eligible pregnant, breastfeeding, and postpartum individuals, infants, and children up to age five.
