Building Resilience Action Area 2: Delivering High-Quality Customer Service
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.
Action Area 2 outlines strategies to address longstanding customer service challenges in UI programs—such as payment delays, complex applications, and lack of language or accessibility support—many of which were intensified during the pandemic.
The Department is working with states through Tiger Teams, plain language initiatives, and robotic process automation (RPA) pilots to enhance claimant communication, simplify digital interfaces, and reduce administrative burdens. Future efforts include strengthening IT metrics, revising confidentiality rules, and developing standardized reporting to improve transparency, equity, and trust in the UI system.
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