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?
The Digital Services Network (DSN) spoke with the director of the C+E Lab, Katie Fiore, and OOI chief of staff, Kai Feder, to learn more about the C+E Lab and its ongoing role in shifting the State’s approach to using marketing to better connect residents to programs and services.
This article reviews two examples of how Nava has used open-source technologies to bring human-centered testing practices to government services software.
Teams crafting policy inside and outside government can use the assessment to center their policy-making activities around those most impacted by their proposed programs and policy ideas.
This design system accessibility checklist ensures that all components and design tokens meet or exceed the WCAG 2.1 AA standards, aligning fully with Government of Canada accessibility requirements.
To kick off the Digital Service Network’s (DSN) summer event series, Let’s Get Digital, the DSN heard from the State of Arizona on their efforts to transform government services through a strong collaboration between information technology (IT) and digital service functions.
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
The U.S. Department of Labor is working with states, territories, and the public to develop strategies to continuously improve the nation’s unemployment insurance (UI) systems.
