For the past year, modernization teams at the Department of Labor (DOL) have been helping states identify opportunities to automate rote, non-discretionary, manual tasks, with the goal of helping them speed up the time that it takes to process claims. This post provides more context on Robotic Process Automation (RPA) and potential use cases in unemployment insurance.
This report provides specific actions the federal government could take to reduce identity fraud and establish a whole-of-government victim redress approach.
On July 16, members of the Digital Identity Community of practice gathered to learn how peers are gathering beneficiary feedback on their experiences with accounts and proving their identity.
This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
This quarterly research update aims to highlight key learnings related to improving unemployment insurance (UI) systems in the areas of equity, timeliness, and fraud, and monitor for model UI legislation and policy related specifically to technology. Subscribe to receive future editions.
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.
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 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.
ACCESS NYC aims to increase the accessibility and convenience of discovering and enrolling in government benefits. These patterns support this work by defining the UI and behavior that New Yorkers experience as they use the site.
