Digitizing the customer experience can help governments respond to the pandemic and prepare for the future. This article explores how governments should utilize technology creatively to improve customer experience.

Missouri worked with Civilla to implement a human-centered redesign of the benefits application process. The result was an integrated application form for all public assistance programs, standardized interview guides, a ...

Michigan worked with Civilla and Code for America to develop a web-based portal using Agile methodology to streamline the benefits application process and to expand residents' access to their benefits.

Vermont worked with Nava, a public benefit corporation, to improve the document verification process. While the state initially approved a pilot program that focused on Vermont's SNAP program, the team created a service ...