This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
This U.S. Department of Labor (DOL) strategy outlines a roadmap for modernizing the Unemployment Insurance (UI) system to enhance efficiency, equity, and access for workers.
This resource provides guidance and best practices for the weekly or bi-weekly certification process that claimants must complete to maintain eligibility for unemployment insurance (UI) benefits.
Plain language unemployment insurance claimant notices developed in collaboration with state agencies to serve as models of clear, accessible communication.
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?
This report details the use of the historic investment of $1 billion in funding from the American Rescue Plan Act (ARPA) to the Department of Labor and state unemployment (UI) agencies to modernize state UI programs.
Research from the Department of Labor shows that document management systems reduce barriers for claimants and help states be more efficient. With additional improvements and investment, these systems can be even more effective in serving the public and reducing backlogs in times of crisis.
The U.S. Department of Labor provides a playbook to help state workforce agencies enhance communication with unemployment claimants by offering clear, proactive updates on claim statuses, thereby improving claimant satisfaction and reducing call center inquiries.
