Benefits Program: UI: Unemployment Insurance
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Digital Identity Project Snapshot: California Employment Development Department, User Personas for Government Technology Procurement
The California Employment Development Department (CA EDD) launched the EDDNext initiative to modernize benefit delivery, focusing on user-centric procurement for a new identity verification system. By using user personas to assess vendor solutions, CA EDD accelerated the procurement process and selected Socure to implement the digital identity proofing system, set to launch in 2024.
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Procurement California Employment Development Department: Identity Proofing Demonstration Day Flyer
This flyer provides an overview of CA EDD's Identity Proofing Demo Day approach and agenda.
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Human-Centered Design Michigan UIA Design Directives and Principles
Two-sided notecard shared with the entire UIA agency with a message uplifting these tenets in service to Michigan workers and employers.
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Digital Identity California Employment Development Department: Identity Proofing Questions for Vendors
This artifact shows questions that the California EDD asked identity proofing vendors to respond to during a 2023 technology acquisition process.
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Diversity, Equity + Inclusion Voices of Washington’s Unemployed: Highlights and Analysis From 100 Interviews with Recent Unemployment Benefits Claimants in Washington State
Through the interviews, ULP sought to capture details of claimant experience, see how and why system failures occurred, and make recommendations for reform now—before another financial or public health crisis suddenly causes state unemployment rates to spike.
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Communications Plain Language: Foundations 101 Webcast
This is a video recording of a NASWA Feb 2024 webinar on plain language presented for UI state leaders. Slides are also available.
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Diversity, Equity + Inclusion How to Improve Unemployment Insurance for People with Disabilities
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.
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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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Procurement California Employment Development Department: Identity Proofing Demo Day Presentation
This 2023 presentation from the California Employment Development Department details the user personas the agency used to evaluate vendor proposals for a new identity proofing contract.
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Digital Identity California Employment Development Department: User Persona Scoring
This scoring matrix from the California Employment Development Department (EDD) shows how the agency evaluated vendor proposals for a new identity proofing approach, based on vendors' ability to serve different user personas.
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Digital Identity Promising Practices for Digital Identity in Public Benefits
This piece highlights promising design patterns for account creation and identity proofing in public benefits applications. The publication also identifies areas where additional evidence, resources, and coordinated federal guidance may help support equitable implementations of authentication and identity proofing, enabling agencies to balance access and security.
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Digital Identity Identity Fraud Victim Redress Process and Systems
This report provides specific actions the federal government could take to reduce identity fraud and establish a whole-of-government victim redress approach.