Attachment III (Accessible PDF).pdf

ETA Advisory File Text

Attachment III III-1 Customer Experience CX Additional References and Resources The following tools and references is a non-exhaustive list of CX related resources. Many of these resources were developed by the Department based on our close work with states in recent years as they ve implemented American Rescue Plan Act ARPA projects. 1. Tools a. Unemployment Insurance Equitable Access Toolkit https www.workforcegps.org resources 2023 04 UI Content Public Equitable Access Toolkit b. Improve How You Communicate Unemployment Insurance Statuses to Claimants Webinar and Playbook https www.workforcegps.org announcements 2023 04 19 19 21 Claim-Status- Playbook c. Process Mapping in the Unemployment Insurance Program https www.workforcegps.org resources 2023 04 UI Content Process-Mapping-in-the- Unemployment-Insurance-Program. d. Behavioral Insights Toolkit https library.naswa.org bitoolkit e. Tips for Starting Your Customer Experience Journey https www.performance.gov cx blog tips-for-starting-your-customer-experience- journey f. View sample UI application code https www.dol.gov agencies eta ui- modernization customer-experience view-sample-UI-application g. Model Claimant Handbook Model Claimant Handbook naswa.org h. Customer Experience Toolkit https digital.gov resources customer-experience- toolkit dg i. Web Content Accessibility Guidelines https www.w3.org TR WCAG21 and j. Accessibility guide https guides.18f.gov accessibility . 2. USDOL Blogposts a. Customer Experience CX Principles for Online Applications https www.dol.gov agencies eta ui-modernization customer-experience improve- applications cx-principles b. Customer Experience Metrics https www.dol.gov agencies eta ui- modernization customer-experience cx-metrics c. Improving UI benefits delivery through direct observation of UI claimants https www.dol.gov agencies eta ui-modernization customer-experience improving- delivery d. Evaluating customer experience with survey design https www.dol.gov agencies eta ui- modernization customer-experience survey-design e. Improving mobile usability for claimants https www.dol.gov agencies eta ui- modernization customer-experience mobile-usability Attachment III III-2 f. Ways to improve document uploaders https www.dol.gov agencies eta ui- modernization customer-experience doc-uploader-cx and g. Improve Unemployment Insurance application questions https www.dol.gov agencies eta ui-modernization customer-experience improve-ui- questions. 3. Staff Training a. Plain Language Webcast Series https www.workforcegps.org resources 2023 04 UI Content Plain-Language-Webcast- Series b. Equitable Access in Unemployment Insurance https learning.naswa.org public contentdetails 11751 equitable-access-in- unemployment-insurance 4. Reports and Findings a. Building Resilience A plan for transforming unemployment insurance published April 2024 https oui.doleta.gov unemploy transformation plan.asp b. Government Accountability Office GAO GAO-22-105162 Unemployment Insurance Transformation Needed to Address Program Design Infrastructure and Integrity Risks published June 2022 https www.gao.gov products gao-22-105162 c. GAO-21-599R Management Report Preliminary Information on Potential Racial and Ethnic Disparities in the Receipt of Unemployment Insurance Benefits during the COVID-19 Pandemic published June 17 2021 https www.gao.gov products gao-21- 599r d. GAO-16-430 Unemployment Insurance States Customer Service Challenges and DOL s Related Assistance published May 2016 https www.gao.gov products gao-16- 430 e. Office of Management and Budget s CIRCULAR NO. A 11 Preparation Submission and Execution of the Budget Section 280 Managing Customer Experience and Improving Service Delivery https www.whitehouse.gov wp- content uploads 2018 06 a11.pdf f. Georgetown University Beeck Center s Unemployment Insurance IT Modernization Grant Projects Phase 1 Summary Report https beeckcenter.georgetown.edu report unemployment-insurance-it-modernization- grant-projects-phase-1-summary-report g. Eliza Forsythe and Hesong Yang Understanding Disparities in Unemployment Insurance Recipiency prepared for the U.S. Department of Labor Chief Evaluation Office November 12 2021 https www.dol.gov resource-library understanding- disparities-unemployment-insurance-recipiency-paper and h. Pew Research mobile fact sheet https www.pewresearch.org internet fact- sheet mobile .