This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
Implementing client-centered communication strategies, such as clear language and digital reminders, can significantly reduce churn in public benefit programs, ensuring eligible individuals maintain continuous access to essential services.
Demand for public benefits is rising in response to continued economic pressure on vulnerable people, in addition to changes in eligibility rules for some safety net programs. This report summarizes existing benefits access efforts, studies the successes and challenges of benefits expansion efforts through a subset of in-depth case studies, and analyzes the potential for sustaining, expanding, and replicating successful efforts.
Office of the Assistant Secretary for Planning and Evaluation (ASPE)
This toolkit is designed to support government agencies in evaluating the effectiveness of their public participation and community engagement (PPCE) activities.
This executive order establishes a statewide effort to enhance accessibility by requiring all state agencies to use clear, concise, and easily understandable language in written communications.
A case study documenting how a human-centered claimant portal was developed for the New Jersey Department of Labor (NJDOL) to modernize unemployment insurance access using agile development and API technology.
A curated toolkit of plain-language writing resources, training, and guidance aimed at helping government and public-service staff create accessible, easily understood communications.
A high-level primer that explains what it takes to stand up and operate an open-source, one-way government notification service for sending text messages and emails.
