The RPA Toolkit 

The RPA Toolkit, which was informed by state Tiger Team engagement work, gives states actionable tips for incorporating automation into their current workflows. Several UI agencies are using RPA to reduce backlogs and process claims more efficiently, and our hope is that this toolkit will help other states adopt similar practices.

What is RPA? 

RPA refers to a software solution that makes it easy to build, deploy, and manage virtual robots (also known as bots). These bots perform non-discretionary tasks using current UI systems and software, freeing UI staff to focus on more mission-critical work.

RPA's benefits to the UI program 

RPA doesn’t replace people – rather, it allows staff to focus on other, more complex tasks which require reasoning and judgment. Implementing RPA offers many benefits, including: 

  • Increased productivity 
  • Cost savings 
  • Reduced error rates 
  • FTE hours saved 
  • Customer satisfaction 
  • Flexibility 
  • Scalability 

RPA's benefits to automation 

The RPA Toolkit informs states about the benefits of implementing RPA and provides resources for states that are interested in starting an RPA program or further developing their existing RPA programs. This resource explains how to implement bots and highlights ways that states are already using this technology, such as: 

  • Appeals packet creation 
  • Employer account verification 
  • Sending fact-finding requests 
  • Workflow management 
  • Fraudulent claim cleanup 

Contents of the RPA Toolkit

The Toolkit includes a white paper, information from states that currently use RPA, playbooks, change management support, plug-and-play tools, and a demo video. 

Learn more

To learn more about the RPA Toolkit, please review TEN No. 25-22. For more information, please contact OUI via and CC your Regional Office.