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 publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
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.
American Public Human Services Association (APHSA)
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.
In this panel conversation, presenters at the Better Identity Coalition’s 2022 policy forum “Identity, Authentication, and the Road Ahead” discuss the challenges of identity verification and access in pandemic unemployment benefits.
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.
In a time of crisis, behavioral science offers insights into how to reduce the paperwork and other administrative burdens that prevent people from taking advantage of crucial support services.
