Topic: Service Design
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Service Design Researcher
This is a job description for the role of Service Design Researcher from the City of Toronto Customer Experience Transformation & Innovation.
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Lab Leader
This is a job description for the role of Lab Leader from the Ontario Digital Service (ODS).
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Service Designer
This is a job description for the role of Service Designer from the Canadian Digital Service (CDS).
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Senior Service Designer
This is a job description for the role of Senior Service Designer from the Canadian Digital Service (CDS).
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Toolkit for Helping States Implement People-Centered Pandemic EBT
With the extension and expansion of P-EBT during COVID and the Food and Nutrition Service releasing new guidance, states have an opportunity to effectively deliver essential resources to children and families. Code for America built this toolkit of resources to share recommendations and promising practices around the implementation of P-EBT and to support state agencies and partners tasked with the development of P-EBT programs.
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The Cash Assistance Implementation Playbook
The purpose of this document is to outline possible technical approaches to supporting a cash assistance program.
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After the toolkit: anticipatory logics and the future of government
Building on the concept of anticipatory governance, this article aims to show how approaches associated with foresight and design can enact an anticipatory logic which is necessary for public administrations to achieve their goals in the face of uncertainty and dynamic environments.
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8 Tips for Governments to Mitigate Call Center Volume
This article describes tangible steps state governments can take to manage call volume.
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Mapping the Applicant Experience of Benefit Enrollment
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.
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18F Methods: Decide
The Decide Methods help you derive insights from the information gathered during the Discovery phase. You’ll validate initial assumptions, develop a deeper understanding of workflows and processes, and develop design hypotheses.
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How to create a service blueprinting facilitation guide
A toolkit for creating a dynamic service blueprint that can be modified or expanded upon to fit an organization's needs.
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User Experience Playbook
A guide for State of Colorado employees to integrate human-centered activities and results into web services.