Customer Experience

‘Optionality’ could be the key to better customer experience, experts say

As digital advances have prompted state agencies to innovate their benefits systems, experts say officials should first consider what residents want.

  • By Kaitlyn Levinson

States’ housing assistance sites get a ‘human-centered’ makeover

Based on feedback from homeless shelter residents, federal officials have worked to improve housing webpages for all 50 states over the past year. The site updates launched late last month.

  • By Kaitlyn Levinson

Amid a $7 million deficit to Texas’ suicide hotline, thousands of calls are abandoned monthly

The state’s 988 suicide had the nation’s fifth highest rate of abandoned calls in August, the latest data available, amid a multi-million funding deficit that could worsen as federal dollars expire this year.

  • By Stephen Simpson, The Texas Tribune

How system modernization is helping Idaho mitigate unemployment

The Idaho Division of Occupational and Professional Licenses is leveraging a new web-based portal to make it easier and quicker for people to obtain professional licenses and enter the workforce.

  • By Kaitlyn Levinson

Alaska uses cloud, AI to modernize dividend payouts

The state will streamline its Permanent Fund Dividend, a program that pays eligible residents a portion of oil and mining revenue but has been beset by aged technology and processes.

  • By Chris Teale

Why California is revamping its benefits application websites

The GetCalFresh.org site, which helps residents apply for government food assistance, is shutting down. A new system aims to replace and improve it over the next year.

  • By Kaitlyn Levinson
Insights & Reports
Leveraging a Whole of- State Approach to Bolster Cybersecurity
Presented By Route Fifty
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Beyond Maps: Location Intelligence for Decision Making in State and Local Government
Presented By Nearmap
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How one state is expanding language access for UI applications

New Jersey has released training materials that can help agencies improve Spanish translations of government resources and services using artificial intelligence.

  • By Kaitlyn Levinson
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