USDS partnered with CMCS and state Medicaid agencies to improve eligibility and enrollment systems after the COVID-19 Public Health Emergency ended, focusing on health coverage renewals.
The examples in this guide describe how peer-to-peer training and updated interview scripts can help connect residents to the benefits they are eligible for.
Usability tests can help teams develop products that are user-centered, accessible, and inclusive. This guide will help you conduct a successful usability test, from coordinating with participants to analyzing your findings.
Applying UX research methods, the City of San Jose worked to improve how low-income and non-English speaking residents engaged with My San Jose, a website and mobile app for residents to report neighborhood issues to cities. They used a Spanish and Vietnamese translator to conduct interviews with target users, then detailed major findings and corresponding recommendations in this report.
This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
Innovators inside and outside of government are working to improve access to the social safety net using data, technology, and design. This report highlights innovations carried out by The Rockefeller Foundation’s Data and Technology grantees from 2018 to 2021, including extraordinary efforts to meet the challenges of the pandemic. Those grantees are: Benefits Data Trust, Code for America, Georgetown University’s Beeck Center for Social Impact and Innovation, U.S. Digital Response, and the Digital Innovation and Governance Initiative at New America. In 2020, these projects secured more than $200 million in benefits for close to 100,000 people across at least 36 states, and helped millions more through policy change, training, and guidance.
This guide provides practical insights for benefits administrators on redesigning benefits systems using human-centered design to ensure all eligible residents can access crucial social safety net resources.
