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.
The Sprint 2 Report: Michigan UI Claimant Experience by Civilla and New America examines challenges in Michigan’s unemployment insurance (UI) system and provides human-centered design recommendations to improve accessibility, clarity, and user experience.
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.
Nava partnered with California's Employment Development Department (EDD) to rapidly develop two cloud-based digital services, enhancing unemployment benefit access during the COVID-19 pandemic.
Building modular, open-source, human-centered software is necessary to create equitable government services fit for the digital age. Nava emphasizes addressing large scale digital service challenges by building and releasing small, modular software components that are loosely-coupled by well-defined APIs. This enables agencies to quickly and conistently deliver services that help people immediately, whilst also building a flexible foundation for long-term technical evolution.
This HuffPost article investigates the widespread failures of state unemployment websites during the COVID-19 pandemic, highlighting outdated technology, accessibility issues, and the human impact of these systemic breakdowns.
This document, submitted in response to Executive Order 13985 on Advancing Racial Equity and Support for Underserved Communities, summarizes key aspects of DOL’s principles and approach to advancing equity. One of the five areas outlined includes administering and improving the federal-state Unemployment Insurance systems.
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.
The NYC Benefits Screening API provides machine-readable calculations and criteria for benefits screening that power the ACCESS NYC screening questionnaire.
