Attachment VII (Accessible PDF).pdf

ETA Advisory File Text

VII-1 Attachment VII to UIPL No. 11-23 IT Modernization Grants Promising Practices and Sample Projects The Department has identified the following promising practices for states to consider when developing their Full Project Plans as described in Section 4.d.iv.C. of this Unemployment Insurance Program Letter UIPL . Targeted and High-Value Changes The funds should be utilized for specific improvements that enhance the flexibility and performance of state systems in measurable ways. It is important to focus on making incremental and high-value changes rather than complete system overhauls. Software Reuse and Collaboration Given the goals of this UIPL and the Department s vision for an Unemployment Insurance UI technical ecosystem built around open and modular solutions states are encouraged to consider using open-source software produced by other states through this grant opportunity or through other means. Additionally the Department encourages states to consult with each other on which open-source components they plan to build or invest in to maximize the potential for software reuse across states. Agile and Human-Centered Approach States should adopt agile software development methodologies including DevOps and Continuous Integration Continuous Deployment CI CD and prioritize a human-centered approach. This means delivering software in iterative and incremental cycles seeking early and frequent feedback from users and other stakeholders and using that feedback to inform the evolution of solutions. Together these approaches help ensure that user needs are met effectively and that software can be delivered more efficiently with fewer defects and less risk. Continual Process of Modernization Modernization is an ongoing process that involves changes to technology people and processes. States should consider how new technologies will require corresponding process changes and evaluate the need for new or different skills to fully support the modernized systems. Augmenting not Replacing Staff with Technology When considering the use of technology to streamline or automate functions states should prioritize augmenting current staff rather than replacing them. They should carefully evaluate how to implement appropriate safeguards and controls to ensure the effective accurate and ethical deployment of technology. 26 26 Reference UIPL No. 12-01 Change 2 for the Department s latest guidance on merit staffing principles. VII-2 In support of these promising practices the following table describes an array of sample projects in line with the categories described in Section 4.d. and Attachment VI to this UIPL. Sample Project Associated Activity States may choose to migrate systems or specific applications from legacy hosting platforms to the cloud. By doing so states can realize several benefits including reduced infrastructure costs improved scalability and improved performance particularly during periods of high claims volume as well as improved security accessibility and collaboration between agencies. Cloud Migration States may choose to decouple system components like claimant portals from mainframes so that those new components can be managed independently and are easier to maintain and change. Modular API-driven Approaches States may choose to implement application programming interfaces APIs to enable more seamless integration and interoperability between different systems and platforms including new components that may interface with existing vendor or home-grown solutions. Modular API-driven Approaches States may choose to adopt DevOps a software development approach that emphasizes collaboration communication and automation between software and business teams to drive faster and more frequent software releases with fewer defects. Adopting a practice like DevOps requires new skillsets and cultural shifts but also automating processes and tools such as automating builds tests and deployments implementing continuous integration and continuous deployment CI CD pipelines and embracing infrastructure as code that allows for infrastructure to be managed and scaled programmatically. Modular API-driven Approaches States may choose to implement robust error handling mechanisms and improved data validation to measurably reduce error rates. Modular API-driven approaches States may use funds to hire technologists or other staff that enable an iterative and data-driven approach to improving the customer experience. This staff could work on efforts that span digital and non-digital channels including how call centers and in- person experiences affect the overall customer experience however in all cases these projects must involve collecting and leveraging feedback from individuals and employers to shape solutions. Some examples of the types of roles states may choose to invest in include product managers user researchers service-designers and content designers. Improving the Customer Experience States may choose to update legacy code to comply with accessibility standards such as Web Content Accessibility Guidelines WCAG to improve access for individuals with varying needs such as visually-impaired individuals who require screen-readers to access the web. Improving the Customer Experience States may choose to invest in a content management system CMS that allow staff to make public-facing content changes more quickly and easily. Improving the Customer Experience