This case study highlights a collaborative effort to enhance Nevada’s unemployment insurance (UI) program by simplifying claimant-facing communications and improving user experiences through behavioral science and human-centered design.
National Association of State Workforce Agencies (NASWA)
This memorandum provides guidance to agencies on how to design and deliver websites and digital services to the public and to assist agencies as they continue to implement the 21st Century Integrated Digital Experience Act1 (21st Century IDEA). It summarizes relevant statutory requirements, clarifies policy requirements, and expands best practices for agency websites and digital services.
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?
Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.
The Digital Benefits Network's second Digital Identity Community of Practice quarterly call centered exploring client support models in digital identity and an update on the Balance ID project.
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.
Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.
This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
The Digital Service Network (DSN) spoke with three staff members from the New York State Executive Chamber—Gabe Paley, Tonya Webster, and, Luke Charde to learn more about the state's efforts to improve residents’ experiences accessing government programs.
