White Papers

Executive Summary Challenges in AI-Enabled Government Services: Designing AI systems for government case management involves high stakes and public trust. Past failures (e.g. welfare or benefits algorithms that harmed citizens) show the risks of moving too fast without safeguards. A human-centered approach is critical to avoid alienating users and exacerbating mistrust. This white paper outlines...

This playbook outlines a practical, human-centered approach for Salesforce teams working on case management and similar workflows. It follows Salesforce’s design playbook style – structured, actionable, and approachable – guiding teams through the full HCD (Human-Centered Design) lifecycle. The guidance is organized into phases (Discover, Define, Design, Deliver, Evolve), with modular Plays in each phase....