Training and Employment Notice No. 18-24: Customer Experience Checklist and Resources for Unemployment Insurance Programs
Includes customer experience checklist, metrics, and resources to help states improve unemployment insurance programs.
The purpose of these documents is to provide State Workforce Agencies (SWAs) the customer experience (CX) checklist (which describes principles to improve CX, as well as operational, experience, and outcome metrics) and related resources, with the goal of helping states to develop a baseline of current practices and identify areas needing improvement in their unemployment insurance (UI) programs.
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