A Playbook for Improving Unemployment Insurance Delivery

Ecosystem Survey

Ecosystem Survey

Draft Ecosystem Assessment Criteria

This could be collected in a spreadsheet with a dynamic dashboard on top, so DOL could view things like % of states with/without mobile application views, and click to drill in. 5-minute MVP link here.

DOL may be able to conduct this survey without Paperwork Reduction Act clearance per p55 of the CARES Act.

We recommend piloting the survey with 3 to 5 states before collecting additional data. This will allow you to identify any missing questions or confusing wording.

  1. Do you use a digital analytics tool (e.g., Google Analytics) to monitor traffic on your website and corresponding applications?
    • Yes, fully
      • Name of digital analytics tool:
      • What was the percentage of mobile users in the last 30 days?
    • Yes, partially
      • Name of digital analytics tool:
      • What was the percentage of mobile users in the last 30 days?
      • What are the barriers (e.g., cost, staff time)?
    • No
      • What are the barriers (e.g., cost, staff time)?
  2. Do you have monitoring instrumentation (e.g., Splunk APM, New Relic) installed across your IT systems?
    • Yes, fully
      • What is your uptime in the last 30 days?
    • Yes, partially (e.g., You track some activities but not others.)
      • What is your uptime in the last 30 days?
      • What are the barriers (e.g., cost, staff time)?
    • No
      • What are the barriers (e.g., cost, staff time)?
  3. What languages is your application available in?
    • List:
  4. Can a claimant complete the initial application process online?
    • Yes
      • Please check all the things a claimant can do online:
        • Change password
        • Update bank account
        • Reopen a claim
        • Certify a claim
        • Other:
    • No
  5. Can a claimant complete the initial application process on a mobile phone?
    • Yes
      • Percentage who complete applications on mobile:
      • Please check all the other things a claimant can do online:
        • Change password
        • Update bank account
        • Reopen a claim
        • Certify a claim
        • Other:
    • No
  6. How can a claimant apply? Check all that apply and include the number of claims you’ve received over the last 30 days.
    • Mail
      • Volume
    • Website
      • Volume
    • Mobile website
      • Volume
    • Phone
      • Volume
    • Other:
  7. How can a claimant recertify? Check all that apply and include the number of claims you’ve received over the last 30 days.
    • Mail
      • Volume
    • Website
      • Volume
    • Mobile website
      • Volume
    • Phone
      • Volume
    • Other:
  8. What vendor do you use for identity verification?
    • Name of vendor:
    • Custom system
    • None
  9. Does your identity vendor apply the AAL2 standard?
    • Yes
    • No
    • Not sure
  10. Does your identity vendor apply the IAL2 standard?
    • Yes
    • No
    • Not sure
  11. Do you use the same identity verification process for electronic and paper applications?
    • Yes
    • We don’t have paper
    • No
      • Explain the difference:
  12. When do you require identity verification?
    • Always, for all claims
    • Always, for electronic claims
    • When requested by a claims processor
  13. Where in your process do you initiate identity verification?
    • At the very start
    • After creating an account, but before starting an application
    • During the application process
    • After the application process
    • On a case by case basis
  14. If a claimant doesn’t pass identity verification, what happens? Check all that apply.
    • They can’t file a claim
    • They must file on paper
    • They must call to file a claim
    • Other:
  15. Do you have a paper application?
    • No
    • Yes
      • What percentage of applications do you receive on paper?
      • Do you have one unemployment application address for the state, or local mailing addresses?
      • Do you receive paper applications at a central mail processing facility or directly to the office?
      • Are paper applications handled by hand or scanned and then processed electronically?
        • By hand
        • Scanned and processed electronically
        • Other:
      • How many pages is your paper application?
      • How many days, on average, does it take to open a new piece of mail?
      • Do you require that certain types of claimants (e.g, Veterans) apply on paper?
        • No
        • Yes
          • Please list:
  16. Is your application WCAG compliant?
    • Yes
      • How do you know?
    • No
    • Not sure
  17. Can claimants file by phone?
    • No
    • Yes
      • What percentage of applications do you receive by phone?
  18. How can claimants recertify their claim? Check all that apply and tell us the percentage who selected each method in the last 30 days.
    • Online
      • Percentage:
    • Phone
      • Percentage:
    • Text Message
      • Percentage:
    • Mail
      • Percentage:
    • Other:
      • Percentage:
  19. Who is your payment vendor?
    • Bank of America
  20. What payment methods can claimants choose from? Check all that apply and tell us the percentage who selected each method in the last 30 days.
    • Check
      • Percentage:
    • EFT
      • Percentage:
    • Prepaid debit card
      • Percentage:
    • Push payments to debit card
      • Percentage:
    • Digital payments like Zelle, Venmo or CashApp
      • Percentage:
    • Other:
      • Percentage:
  21. Do you have a call center?
    • Yes
      • Is your call center in-house (vs. run by a vendor)?
        • Yes
        • No
      • Does your call center (check all that apply):
        • Have live humans for real-time chat
        • Use technology like natural language processing to automatically respond
        • Collect messages, similar to email, for later manual response
      • Number of calls received in the last 30 days:
      • List of reasons for calls (if known)
    • No
  22. Do you have a chat bot?
    • Yes
      • Does your chat bot (check all that apply):
        • Have live humans for real-time chat
        • Use technology like natural language processing to automatically respond
        • Collect messages, similar to email, for later manual response
      • Message volume:
      • List of reasons for chats (if known)
    • No
  23. Can claimants make overpayment payments online?
    • Yes
    • No
  24. If the same person leaves a message using 2 or more methods (e.g., phone and email) are you able to connect that they’re from the same person?
    • No
    • Yes
      • How?
  25. What is your contact center’s first contact resolution rate for the last 30 days?
    • %:
    • Unknown
  26. Who supports your contact center technology?
    • AWS Connect
    • Verizon
    • Other:
  27. How did you integrate PUA into your application process?
    • After an applicant completes the application, we determine if they were traditional UI or PUA
    • The applicant chooses on the application whether they are applying for traditional UI or PUA
    • We built a separate PUA application / separate system
  28. Which technologies support your UI claim processing? Check all that apply.
    • As/400
    • IBM mainframe
    • .NET
    • Oracle
  29. Do you have a staging and/or test environment that mirrors production?
    • Yes
      • Do you use this for usability testing?
        • Yes
        • No
      • Do you use this for capturing screenshots for training materials?**
        • Yes
        • No
    • No
  30. Do you have real-time monitoring of downtime and alerts?
    • Yes
      • Vendor (e.g., New Relic, Splunk APM):
      • What is your overall uptime?
    • No
    • Not sure
  31. What vendor(s) support your UI claim processing technologies? Check all that apply.
    • In house team
    • Local contracted team/company
    • State IT department
    • Deloitte
    • Accenture
    • EY
    • Other:
  32. Do you allow employers to bulk upload layoff information to initiate unemployment claims?
    • Yes
      • Explain:
    • No
  33. Do you have a Short-Time Compensation (STC) (otherwise known as Work Share) program?
    • Yes
    • No
  34. Do you have a “waiting week”?
    • Yes
    • No, we temporarily suspended it for the pandemic
    • No

Go to the next section: Draft Strike Team Assessment Output


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