This guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
To kick off the Digital Service Network’s (DSN) summer event series, Let’s Get Digital, the DSN heard from the State of Arizona on their efforts to transform government services through a strong collaboration between information technology (IT) and digital service functions.
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.
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 publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
This mainstage session from FormFest 2024 included conversations about form design, accessibility, user experience, and data collection to show how good forms can build trust and confidence in government.
This blog describes how the CDC relaunched its website through a “Clean Slate” redesign—streamlining content, improving navigation, refreshing visual design, and adopting a new CMS—to better meet user needs and rebuild trust in public health communication.
DSN Spotlights are short-form project profiles that feature exciting work happening across our network of digital government practitioners. Spotlights celebrate our members’ stories, lift up actionable takeaways for other practitioners, and put the resources + examples we host in the Digital Government Hub in context.
This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.
On July 16, members of the Digital Identity Community of practice gathered to learn how peers are gathering beneficiary feedback on their experiences with accounts and proving their identity.
