Due to technology’s disruptive force in society and on the labor force, it is necessary to revisit the relationship between employees, governments, and citizens. This report asserts that the next president should immediately sign two Executive Orders (EOs) to address the current work crisis and the urgent economic emergency that has left Americans evicted, unable to pay bills, make rent, or put food on the table.
This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
This section of the Department of Labor’s Building Resilience plan focuses on improving customer experience across unemployment insurance (UI) systems by promoting timely, accessible, and equitable service delivery for all claimants.
Dana Chisnell describes work leading a team of researchers to interview people from across the US on their experiences applying for unemployment and other benefits during the pandemic.
This article shares insights from Minnesota-based focus groups, revealing that low-income women navigating unemployment insurance often face confusion and uncertainty around eligibility, complex administrative processes, and additional challenges related to childcare, housing stability, and mistrust of benefit systems.
Report by the Aspen Institute discussing Benefits21, a multi-stakeholder, multi-faceted initiative to integrate and modernize benefits systems. This paper provides an overview of Benefits21, along with a discussion of the shortcomings of current public and private benefit systems.
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.
Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for Arizona's online application for Unemployment Insurance.
This section of the Building Resilience plan outlines strategies to improve reemployment outcomes for unemployment insurance (UI) claimants by expanding access to services, updating work search requirements, and increasing use of Short-Time Compensation programs.
This case study highlights a collaborative effort to enhance Nevada’s unemployment insurance (UI) program by simplifying claimant-facing communications and improving user experiences through behavioral science and human-centered design.
National Association of State Workforce Agencies (NASWA)
The report beings by briefly describing the challenge that disabled workers face in accessing UI and the benefits of reforming the system to better serve these workers. The report then presents a list of considerations for UI reform in the areas of administrative process and technology improvements as well as considerations for policy change.
During the call, we heard from two speakers: April Dunlap, Policy Administrator for Arizona’s Department of Economic Security and Professor Michele Gilman, Venable Professor of Law and Associate Dean for Faculty Research and Development at the University of Baltimore School of Law.
