Now showing results 11-18 of 18
The Five Basics of Texting for a Human-Centered Safety Net
Basics of Texting Safety Net Clients
This playbook was created by Code for America's Safety Net Innovation Lab. The lab focuses on reimagining government service delivery and promoting the uptake of practices that enable equitable, easy-to-use, human-centered ...
Using Analytics to Map the Constituent Journey
This discussion provides an overview of constituent journey-mapping. It includes not only what constitutes customer experience, but also considers issues such as employee experience. Attention is placed on empathy in the ...
OECD Good Practice Principles for Public Service Design and Delivery in the Digital Age
Developed by work done in OECD countries, these principles have universal applicability for state workforce agencies. This report is based on a framework for public service design and delivery based on the context and ...
Investing in the Citizen Experience
This report is a compilation and analysis of views from state, county and municipal leaders on efforts to improve citizens' customer experience; and the roles modern infrastructure and connectivity play in supporting those ...
Why Government Websites Often Struggle to Meet People's Needs
This blog examines the three common challenges observed over the last decade with regards to government website design. Challenges include outdated approaches to procurement, no focusing on people-centered practices, and ...
Starting Small with Human-Centered Redesign: Approachable ideas for state and local public benefits agencies to improve applications, renewals, and correspondence
this guide highlights approachable ideas for state and local public benefits agencies to improve applications, renewals, and correspondence. As outlined in this resource, even small improvements can be transformative for ...