Author: Employment and Training Administration (ETA)
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Policy 
Building Resilience: A Plan for Transforming Unemployment Insurance
In recognition of the UI system’s challenges both before and during the COVID-19 pandemic, the U.S. Government Accountability Office (GAO) in June 2022 placed the UI system on its High Risk List, recommending that the DOL develop and implement a plan to transform the UI system. This transformation plan details the activities and strategies already completed and those underway and being pursued by the Department of Labor. It also contains recommendations for needed legislative action that directly address the critical challenges identified by GAO. This plan is structured according to the DOL’s key action areas that together will build a resilient UI system, capable of responding effectively to future economic challenges.
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Human-Centered Design 
Improving Unemployment Insurance Applications with CX Principles
This resource contains principles and examples of high-impact improvements to consider making in different parts of the online application. CX principles for online applications describes broadly applicable best practices that when implemented across the various sections of an online application can increase claimant self-service and reduce the need for interventions from state agency staff. The employer and occupation sections highlight promising improvements within these sections to collect employment history, reason for filing for unemployment (separation information), and a claimant’s occupation. Gathering the information for these sections is particularly complex for claimants and state agencies alike.
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Improving mobile usability for claimants
Mobile usability refers to the ease with which people can accomplish tasks on smartphones or tablets. A good mobile experience enables people to do the same things they do on a desktop computer while considering mobile devices’ constraints.
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Human-Centered Design 
Customer Experience Principles for Unemployment Insurance
The blog post sets up a foundational perspective on CX principles for the state UI agencies.
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Human-Centered Design 
Unemployment Insurance Equitable Access Toolkit
The Unemployment Insurance Equitable Access Toolkit contains common equity recommendations, promising practices, and insights, represented visually as a different floor of an agency office building, compiled in one interactive document.
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Unemployment Insurance Claim Status Playbook
A U.S. Department of Labor published claim status playbook and model prototype on how to help make states' unemployment insurance claim process efficient and hassle-free.