This blog explores the rise of person-centered insights in policymaking, featuring an overview of its benefits and expert interviews highlighting its crucial role in effectively delivering public benefits and human services.
This interview template includes questions designed to help teams conduct exploratory, semi-structured interviews with government stakeholders involved in program delivery to gather information that can help them evaluate the status quo of digital delivery in their organization.
This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
This guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
The GSA’s Service Design program implemented a data-driven evaluation process to enhance digital experiences, improve compliance, and streamline its website portfolio, achieving significant cost savings and customer-centric digital transformation.
This mainstage session from FormFest 2024 featured behind-the-scenes stories about the IRS’ work to turn tax forms from static PDFs into a user friendly digital experience.
This session from FormFest 2024 focuses on accessibility, featuring British Columbia’s work to improve legal form usability and tips from the Wisconsin Department of Public Instruction on making forms more accessible overall.
The New York State Customer Experience (NYX) Strategy is a comprehensive plan aimed at transforming state government services to be more efficient, accessible, and responsive to the needs of residents.
This brief outlines the U.S. federal government’s framework to identify, reduce, and address administrative burdens through a series of executive orders, legislative actions, and updated policies focused on improving customer experience and increasing access to government benefits.
