Customer Experience
Amid budget ‘crisis,’ Maryland looks to modernize government
Gov. Wes Moore this month signed an executive order mandating agencies review data to find cost savings. He also is looking to modernize the state’s permitting and licensing processes.
New Jersey helps businesses get online
The state’s Small Business E-commerce Support Program offers funding to help less-resourced companies’ digital transformations.
‘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.
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.
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.
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.
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.
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.
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.
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