Tracking implemented solutions

Originally compiled by Alyssa Levitz with help from Waldo Jaquith

Many of the problems facing Unemployment Insurance agencies today are not unique. Each entity might have a different name, provide different benefit amounts, and require different things from its constituents to access those benefits -- but they can still learn a lot from each other's solutions.

US Digital Response's Unemployment Insurance team works with specific UI agencies on projects and investigations as requested (get in touch with us via our contact form!), and whenever possible, we share our learnings with approval from those partners.

We are also tracking the changes that UI agencies are making on their own or with the help of other organizations. We track these changes based on publicly available information (e.g., press releases, news articles, and website inspection with standard browser developer tools). We are sharing this tracking publicly in the hopes that everyone can benefit from knowing what others are doing.

We have also conducted deep dives on some of these topics:

Identity proofing for UI agenciesOnline appointment scheduling

	Identity Proofing (updated: 3/11/21)	Chatbot (updated: 12/22/20)	Appt/call scheduler (updated: 1/21/21)	Online repayments (updated: 11/25/20)
Alabama	SSA cross-matching (2004 Press Release)	No	Yes - opens for the following week on Friday at 5, assigns you a time window for in-person appts	yes
Alaska	None found (SSA presumed)	Yes - IBM's Watson Assistant		no
Arizona	ID.me implemented in Oct. 2020 (Press Release)	Yes - MSFT BotFramework/WebChat		yes
Arkansas	- None found (SSA presumed) - Unspecified algorithm added to their system in October 2020 (News article)	No	In-person appointments for PUA ID verification
California	ID.me implemented in Sep. 2020 - Results from 1st week - Results from first 3 weeks	Yes - Astute Chat Bot		yes
Colorado	- Experian implemented at some point (News article) - ID.me implemented Jan. 2021 (article)	Yes - Google Chat Bot - 90% of Qs answered	Yes (youcanbook.me), bottom of the page News article
Connecticut	None found (DMV presumed)	Yes - Live chat from Salesforce (implemented sometime between June and August 2020)	Yes, toward the bottom of the page -- search for "Schedule a Callback" Jan. 2021, News article	yes
Delaware	None found (DMV presumed)	Yes - ServiceNow		yes
Florida	- ID.me implemented in Jul. 2020 (article) - Before that, had new partnership with DMV (site here)	No - saw an implementation with Google Chat Bot on 11/5/20 but it wasn't there on 12/14/20		yes
Georgia	ID.me implemented in Aug. 2020 (article) - Initial results	Yes - MSFT	(11/2 launch)-- Phone appt scheduler	yes
Hawaii	None found (DMV presumed)	No
Idaho	- DMV - ID.me implemented Jan. 2021 (article)	No
Illinois	None found (DMV presumed)	Yes - Google Chat Bot. Some results discussed here.		no
Indiana	ID.me implemented Fall 2020 (Press release) - Contract link	Yes - In footer of all in.gov pages: faq and live chat through Zendesk - On UI login page: search function with Jira Service Management		yes
Iowa	Using LexisNexis Risk Solutions (web site)	No		yes
Kansas	SSA, backup by DMV - FAQ site	Yes - not sure of vendor (same as MD)		yes
Kentucky	None found (DMV presumed)	Yes - Salesforce	Yes, via Telegov, an NIC Platform (new appts added daily)	yes
Louisiana	ID.me May '21 (article)	No		no
Maine	ID.me	Yes - Google Chat bot, sometime between mid June and October
Maryland	None found (SSA presumed)	Yes - not sure		no
Massachusetts	ID.me	Yes - not sure		yes
Michigan	New system of some sort implemented in Jun. 2020 (Press release)	Yes - MSFT BotFramework/WebChat	Phone appt scheduler (10/21 launch) -- site here -- Acuity Scheduling
Minnesota	None found (DMV presumed)	No
Mississippi	ID.me	No		no
Missouri	ID.me	Yes - MSFT BotFramework/WebChat, implemented in April		no
Montana	- Jun. 2020 added additional mesasures (press release) - Nov. 2020 implemented ID.me (Post)	No
Nebraska	None found (DMV presumed)	No
Nevada	Aug. 2020 began pilot program with ID.me (Article) - Contract - Sept. update	No
New Hampshire	None found (SSA presumed)	No
New Jersey	-Use public records (site), beginning in 2012 (article) -ID.me	Yes - Google Chat Bot		yes
New Mexico	None found (SSA presumed)	Yes - Salesforce		yes
New York	ID.me	Yes - Astute Bot		no
North Carolina	Using multiple sources (article): - NC Data Analytics Center - NASWA Integrity Hub - National Directory of New Hires Wage Crossmatch -ID.me implemented late 2020/early 2021 (ID.me help article)	Yes - MedChat. (Live chat during business hours, Q&A outside business hours)		yes
North Dakota	- SSA - ID.me implemented Dec. 2020 (press release)	Yes - MSFT BotFramework/WebChat		no
Ohio	- Experian, likely starting in May '20 with launch of new PUA site (article) - Experian and LexisNexis for PUA & UI (Feb/Mar '21, article)	Yes - SalesForce Yeses - MSFT BotFramework/WebChat		yes
Oklahoma	Idemia, Dec. 2020 (Press Release)	Yes - MSFT BotFramework/WebChat	No
Oregon	ID.me
Pennsylvania	ID.me implemented in Oct. 2020 (Press Release)	Yes - Genesys	No	yes
Rhode Island		Yes - Twilio	No	no
South Carolina	ID.me	Yes - MSFT BotFramework/WebChat	no	yes
South Dakota		Yes - MSFT BotFramework/WebChat	No	yes
Tennessee		Yes - Zopim (now Zendesk)	No	no
Texas	ID.me implemented in Nov. 2020 (Press release)	Yes - AWS & Accenture	No	no
Utah		Yes - Live chat during business hours - uknown through whom	No	yes
Vermont		Yes - Genesys - Live chat during business hours	No
Virginia		No	No	no
Washington	ID.me implemented Dec. 2020 or Jan. 2021 (website)	Yes - MSFT BotFramework/WebChat	No	yes
West Virginia		Yes - Twilio	No
Wisconsin	Google Cloud implemented in Oct. 2020 (Press Release, Article)	Yes - MSFT BotFramework/WebChat	No	no
Wyoming		No	No	no
Guam		No	No
Washington DC		Yes - Google Chat Bot	No	no