Organization: U.S. Department of Labor (DOL)
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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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Building Resilience Action Area 1: Adequately Funding UI Administration
This report outlines the U.S. Department of Labor’s comprehensive action plan to strengthen the unemployment insurance (UI) system by addressing chronic underfunding and proposing legislative reforms to support long-term modernization and resilience.
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Building Resilience Action Area 3: Building resilient and responsive state IT systems
This section of the Building Resilience plan outlines strategies to help states modernize outdated unemployment insurance (UI) IT systems, making them more modular, secure, fraud-resistant, and user-centered.
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Customer Experience Principles for Unemployment Insurance
The blog post sets up a foundational perspective on CX principles for the state UI agencies.
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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.
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Building Resilience Action Area 4: Bolstering State UI Programs Against Fraud
This section of the Building Resilience plan outlines comprehensive strategies to help states prevent, detect, and recover unemployment insurance (UI) fraud while protecting legitimate claimants.
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Artificial Intelligence and Worker Well-Being: Principles and Best Practices for Developers and Employers
These principles and best practices for AI developers and employers to center the well-being of workers in the development and deployment of AI in the workplace and to value workers as the essential resources they are.
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Building Resilience Action Area 6: Rebuilding and Stabilizing the Funding of State UI Benefits
This section of the Building Resilience plan outlines strategies to improve the long-term solvency and sustainability of state unemployment insurance (UI) trust funds through better funding practices and legislative reform.
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Building Resilience: A Plan for Transforming Unemployment Insurance
The GAO placed the UI system on its High Risk List in June 2022, leading the DOL to develop a transformation plan detailing activities and strategies for building a resilient UI system capable of responding effectively to future economic challenges.
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Use Cases for Robotic Process Automation in UI Claims Processing
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.
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Department of Labor Equity Action Plan
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.
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Evaluating CX with Survey Design
In the Fall of 2022, the USDOL Office of Unemployment Insurance Modernization (OUIM) consulted with the Illinois Department of Employment Security (IDES) to provide hands-on support with IT modernization and customer experience strategy. Primary discussions focused on making informed product, service, and business decisions based on qualitative and quantitative data— how might IDES leverage existing data streams to identify the most pressing technology issues in their unemployment insurance system, and how might IDES act upon this information in a timely and impactful manner?