Practitioner Picks is a quarterly series designed to add fresh resources to the Digital Government Hub’s library, helping people improve government digital service delivery. Each issue spotlights resources chosen by practitioners in a specific service delivery area along with their insights on why these picks are valuable additions to the Hub.
DGN Spotlights highlight innovative digital initiatives transforming how the government connects with the public. This story explores Washington State’s Customer Portal, a platform representing a major step toward unifying digital service access across state agencies.
A strategic roadmap outlining the vision, goals, and measurable success criteria for building a unified, resident-centered digital portal for Washington State services.
A user research–driven persona framework that identifies key resident groups interacting with government services and outlines their needs, behaviors, and pain points to inform digital service design.
The report evaluates the feasibility, costs, taxpayer interest, and operational challenges of implementing an IRS-run free direct e-file tax return system, as required by the Inflation Reduction Act.
The article examines the impact of digital interfaces on welfare state administration, focusing on the UK's Universal Credit system and the design elements that shape user interactions and behavior in an "interface first" bureaucracy.
This blog post discusses the importance of prototyping in the public sector, focusing on how it helps test assumptions, gather user feedback, and refine ideas before making significant investments in building or launching a product or service.
This blog introduces the GSA’s Public Benefits Studio, which partnered with agencies to build shared tools—starting with a multi-channel notifications service—to improve coordination and access across federal public benefits programs.
