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.
This exercise engages participants in selecting the most and least clicked website menu items by marking their choices with stickers, followed by a group review to compare assumptions with actual data. The activity is designed to challenge perceptions about website usage and gather insights to inform future website realignment based on customer needs and strategic priorities.
Montgomery County Public Library (MCPL) Digital Strategies Team
The folder for conducting user surveys for the Montgomery County Public Libraries website redesign includes materials such as Homepage Usability Questions and a comprehensive Website Survey. These tools are designed to gather user feedback on the homepage's functionality and overall website experience, helping inform improvements that align with user needs and expectations.
Montgomery County Public Library (MCPL) Digital Strategies Team
Provides state and local Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) agencies with a practical guide for developing or improving online WIC application systems.
This resource describes how different agencies have updated their systems to increase online and mobile access to benefits information and applications, including using text messages to share benefits information with residents.
Governor Kathy Hochul announced a new client feedback initiative in partnership with Code for America to improve New York's WIC program by implementing live online chat to gather input from participants, streamline enrollment, and increase access to healthy food for eligible families.
This exploratory brief outlines the City of Boston’s phased plan to build a digital system for scheduling, managing, and reporting mattress and bulky item recycling pickups.
For the Digital Service Network’s (DSN) final installment of its summer event series, Let’s Get Digital, we heard about New York State’s (NYS) human-centered design (HCD) journey and how relationships between leadership and digital service teams have been pivotal in advancing user-centric service delivery.
