Benefits Program: UI: Unemployment Insurance
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Customer Experience (CX) Summer of CX Webinar Series: Improving CX for Benefit Access
This webinar session discusses how to address customer experience challenges presented by digital identity in public benefit programs.
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Customer Experience (CX) Summer of CX Webinar Series: CX Metrics for Decision Making
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
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Digital Identity Digital Identity in Public Benefits
In this updated primer, the DBN describes how identity proofing and authentication show up in public benefits applications and outlines equity and security concerns raised by common identity proofing and authentication methods.
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Human-Centered Design Summer of CX Webinar Series: Principles to Improve CX
This webinar discusses the White House Executive Order and federal agency guidance for improving customer experience in public benefit programs.
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Policy Paving the Road to ACCESS: Early Insights from the Aligned Customer-Centered Ecosystem of Supports & Services (ACCESS) Initiative
In the early stages of the Aligned Customer-Centered Ecosystem of Supports & Services (ACCESS) Initiative, professionals in the health, human services, and labor sectors overwhelmingly expressed a deep desire for alignment to increase workforce capacity, streamline processes, and, above all, improve service delivery to those accessing services and programs. Through the ACCESS project, key collaborators have shared insights into current and future opportunities for alignment within their agencies, including potential enablers for and barriers to alignment activities.
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Procurement Unemployment Insurance IT Modernization Grant Projects: Phase 1 Summary Report
This report summarizes findings and observations on the implementation of Phase 1 of the U.S. Department of Labor’s Open UI Initiative, highlighting effective strategies, challenges, opportunities, and recommendations for supporting states’ UI modernization efforts.
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Procurement Modernizing Unemployment Insurance: Lessons From The Tiger Teams
BPC compiled 14 key lessons for updating UI benefits administration. A central theme is how closely tied integrity, equity, and timeliness are to improving the administration of UI benefits. This report presents findings from a review by the Bipartisan Policy Center of DOL’s Tiger Teams initiative. To conduct the review, BPC held a series of interviews from February to June 2023 with UI officials from 11 of 36 participating states, DOL officials responsible for overseeing the initiative, and state-level claimant advocacy groups that contributed to the initiative.
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Human-Centered Design Federal Customer Experience: OMB Has Taken Actions to Implement Cross-Agency Priority Goals
The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
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Data Michigan Unemployment Insurance Agency’s (UIA) Economic Dashboard
This dashboard provides a comprehensive view of underlying trends in unemployment across Michigan. It serves as an invaluable resource for understanding the impacts of unemployment on various industries, occupations, and communities. By providing detailed insights into sectors experiencing layoffs, claimant demographics, and the regions most affected, the dashboard equips us with the data needed to develop targeted solutions tailored to the needs of Michiganders.
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Procurement Improving State Unemployment Insurance Technology: A Guide for Advocates
This guide is intended to provide everything else, with a focus on the basics of UI technology projects, guidance on standards for equitable uses of technology, and strategies for how to have a positive impact on these projects.
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Policy Creating a More Dynamic Unemployment Insurance System: The Case for Eliminating Experience Rating
Policy analysis and recommendations for eliminating the experience rating system in UI.
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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.