> For the complete documentation index, see [llms.txt](https://usdr.gitbook.io/benefits-resource-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/master/what-were-reading/tracking-implemented-solutions.md). # 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](https://www.usdigitalresponse.org/request-help/)!), 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: {% content-ref url="/pages/-MNjmTWz8hrwY4Iymj2s" %} [Identity proofing for UI agencies](/benefits-resource-hub/identity-proofing-vendor-comparison/identity-proofing-vendor-comparison.md) {% endcontent-ref %} {% content-ref url="/pages/-MO3OIUfmBSEDjBcnuCF" %} [Online appointment scheduling](/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling.md) {% endcontent-ref %} | | 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](https://labor.alabama.gov/knowledge/socialsecurity.aspx)) | No | [Yes - opens for the following week on Friday at 5](https://labor.alabama.gov/CLAIMSCHEDULER/ScheduleFull), assigns you a time window for in-person appts | [yes](https://labor.alabama.gov/uc/OOPRS/Default.aspx) | | Alaska | None found (SSA presumed) | [Yes](https://labor.alaska.gov/unemployment/) - IBM's Watson Assistant | | [no](https://labor.alaska.gov/unemployment/bpc.htm) | | Arizona | [ID.me](http://id.me/) implemented in Oct. 2020 ([Press Release](https://des.az.gov/sites/default/files/media/newsrelease-10-12-2020-DES-Partners-with-ID-me-to-Further-Prevent-Unemployment-Fraud-through-Advanced-Identity-Verification-System.pdf)) | [Yes](https://des.az.gov/services/employment/unemployment-individual) - MSFT BotFramework/WebChat | | [yes](https://ptl.az.gov/app/desops/index.xhtml) | | Arkansas |

- None found (SSA presumed)
- Unspecified algorithm added to their system in October 2020 (News article)

| No | [In-person appointments for PUA ID verification](https://www.dws.arkansas.gov/news-info/calendar/) | | | California |

ID.me implemented in Sep. 2020
- Results from 1st week
- Results from first 3 weeks

| [Yes](https://edd.ca.gov/about_edd/coronavirus-2019.htm) - Astute Chat Bot | | [yes](https://edd.ca.gov/claims/Benefit-Overpayments.htm) | | 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](https://portal.ct.gov/dolui) - Live chat from Salesforce (implemented sometime between [June](https://www.fox61.com/article/news/health/coronavirus/you-ask-we-answer/connecticut-unemployment-questions/520-8ad8fccb-0ecf-4d80-8e76-b244e383fdd4) and [August](https://www.ctinsider.com/business/ctpost/article/DOL-CT-jobless-benefits-continue-during-15465332.php) 2020) |

Yes, toward the bottom of the page -- search for "Schedule a Callback"

Jan. 2021, News article

| [yes](https://www.ctdol.state.ct.us/BPCU/online_payments.htm) | | Delaware | None found (DMV presumed) | [Yes](https://ui.delawareworks.com/) - ServiceNow | | [yes](https://uiop.delawareworks.com/SupportForms/InstructionsForm.aspx) | | 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](https://ucoverpayments.floridajobs.org/Account/CCInfo.aspx) | | Georgia |

ID.me implemented in Aug. 2020 (article)
- Initial results

| [Yes](https://dol.georgia.gov/contact-us) - MSFT |

(11/2 launch)-- Phone appt scheduler

| [yes](https://www.dol.state.ga.us/public/uiben/opach/enroll) | | Hawaii | None found (DMV presumed) | No | | | | Idaho |

- DMV

- ID.me implemented Jan. 2021 (article)

| No | | | | Illinois | None found (DMV presumed) | [Yes](https://cloud.google.com/customers/state-of-illinois) - Google Chat Bot. Some results [discussed here](https://cloud.google.com/customers/state-of-illinois). | | [no](https://www2.illinois.gov/ides/ides%20forms%20and%20publications/bpc100l.pdf) | | 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](https://payingov.com/Payment/SelectEntity/369) | | Iowa | Using LexisNexis Risk Solutions ([web site](https://www.iowaworkforcedevelopment.gov/verify)) | No | | [yes](https://uiclaims.iwd.iowa.gov/payments/) | | Kansas |

SSA, backup by DMV
- FAQ site

| [Yes](https://www.getkansasbenefits.gov/Home.aspx) - not sure of vendor (same as MD) | | [yes](https://www.dol.ks.gov/op/online-payment) | | Kentucky | None found (DMV presumed) | [Yes](https://kcc.ky.gov/Pages/default.aspx) - Salesforce | [Yes](https://kcc.ky.gov/Pages/In-Person-UI-Services.aspx), via Telegov, an NIC Platform (new appts added daily) | [yes](https://kcc.ky.gov/career/Pages/Make-a-Payment.aspx) | | Louisiana | ID.me May '21 ([article](https://www.katc.com/news/covering-louisiana/lwc-partnering-with-id-me-to-combat-unemployment-id-theft)) | No | | [no](http://www2.laworks.net/FAQs/FAQ_UI_ClaimantBenefits.asp#answer_14) | | Maine | ID.me | [Yes](https://www.maine.gov/unemployment/) - Google Chat bot, sometime between mid June and October | | | | Maryland | None found (SSA presumed) | [Yes](https://www.dllr.state.md.us/employment/unemployment.shtml) - not sure | | [no](http://dllr.maryland.gov/employment/uibpc.shtml) | | Massachusetts | ID.me | [Yes](https://ui-cares-act.mass.gov/PUA) - not sure | | [yes](https://www.mass.gov/how-to/repay-unemployment-benefit-debt) | | Michigan | New system of some sort implemented in Jun. 2020 ([Press release](https://www.semca.org/new-id-verification-link-in-miwam/)) | [Yes](https://www.michigan.gov/leo/0,5863,7-336-94422_97241---,00.html) - MSFT BotFramework/WebChat |

Phone appt scheduler (10/21 launch)
-- site here
-- Acuity Scheduling

| | | Minnesota | None found (DMV presumed) | No | | | | Mississippi | ID.me | No | | [no](https://www.mdes.ms.gov/unemployment-claims/benefit-information/overpayments/) | | Missouri | ID.me | [Yes](https://info.mo.gov/labor/chatbot/) - MSFT BotFramework/WebChat, implemented [in April](https://labor.mo.gov/news/press-releases/missouri-launches-virtual-assistant-unemployment-questions-issues-600-federal) | | [no](https://labor.mo.gov/des) | | 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](https://www.myunemployment.nj.gov/) - Google Chat Bot | | [yes](https://www1.state.nj.us/TYTR_LBR_Claims/jsp/Login.jsp) | | New Mexico | None found (SSA presumed) | [Yes](https://www.dws.state.nm.us/en-us/Unemployment) - Salesforce | | [yes](http://www.jobs/) | | New York | ID.me | [Yes](https://dol.ny.gov/) - Astute Bot | | [no](https://labor.ny.gov/ui/claimantinfo/overpayments-penalties-faq.shtm#21) | | 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](https://des.nc.gov/apply-unemployment) - MedChat. (Live chat during business hours, Q\&A outside business hours) | | [yes](https://des.nc.gov/overpayments/how-repay) | | North Dakota |

- SSA

- ID.me implemented Dec. 2020 (press release)

| [Yes](https://www.jobsnd.com/unemployment-individuals/file-claim) - MSFT BotFramework/WebChat | | [no](https://www.jobsnd.com/sites/www/files/documents/jsnd-documents/uiclaimantguidejsnd4003.pdf) | | 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](https://jfs.ohio.gov/ouio/RepayOverpayment.stm) | | Oklahoma | Idemia, Dec. 2020 ([Press Release](https://www.prnewswire.com/news-releases/idemia-and-oklahoma-employment-security-commission-combat-fraud-with-new-identity-verification-solution-301188500.html)) | [Yes](https://oesc.ok.gov/) - MSFT BotFramework/WebChat | No | | | Oregon | ID.me | | | | | Pennsylvania | [ID.me](http://id.me/) implemented in Oct. 2020 ([Press Release](https://www.media.pa.gov/Pages/Labor-and-Industry-Details.aspx?newsid=496)) | [Yes](https://www.uc.pa.gov/Chat/index.aspx) - Genesys | No | [yes](https://www.uc.pa.gov/faq/claimant/Pages/Online-Overpayments-FAQs.aspx) | | Rhode Island | | [Yes](https://dlt.ri.gov/ui/) - Twilio | No | [no](https://dlt.ri.gov/ui/faq/) | | South Carolina | ID.me | [Yes](https://uitax.dew.sc.gov/Chatbot/) - MSFT BotFramework/WebChat | no | [yes](https://dew.sc.gov/individuals/overpayments) | | South Dakota | | [Yes](https://dlr.sd.gov/ra/individuals/default.aspx) - MSFT BotFramework/WebChat | No | [yes](https://dlr.sd.gov/ra/overpayments/collections.aspx) | | Tennessee | | [Yes](https://www.tn.gov/workforce/unemployment.html) - Zopim (now Zendesk) | No | [no](https://www.tn.gov/workforce/unemployment/manage-my-benefits-redirect/benefit-overpayments.html) | | Texas | [ID.me](http://id.me/) implemented in Nov. 2020 ([Press release](https://www.twc.texas.gov/news/unemployment-news#newIdVerificationServiceProtectsYourPersonalInformation)) | [Yes](https://www.twc.texas.gov/jobseekers/unemployment-benefits-services) - AWS & Accenture | No | [no](https://www.twc.texas.gov/jobseekers/overpayment-unemployment-benefits#repayment) | | Utah | | [Yes](https://jobs.utah.gov/ui/home) - Live chat during business hours - uknown through whom | No | [yes](https://jobs.utah.gov/ui/home/Home/PayBackOverPayment) | | Vermont | | [Yes](https://labor.vermont.gov/unemployment-insurance/claimant-support) - Genesys - Live chat during business hours | No | | | Virginia | | No | No | no | | Washington | ID.me implemented Dec. 2020 or Jan. 2021 ([website](https://usdr.gitbook.io/unemployment-insurance-moderinzation/tracking-implemented-solutions)) | [Yes](https://esd.wa.gov/unemployment) - MSFT BotFramework/WebChat | No | [yes](https://esd.wa.gov/unemployment/overpayments-repaying) | | West Virginia | | [Yes](https://workforcewv.org/unemployment) - Twilio | No | | | Wisconsin | Google Cloud implemented in Oct. 2020 ([Press Release](https://dwd.wisconsin.gov/news/2020/201019-cloud-collaboration.htm), [Article](https://www.tmj4.com/news/local-news/wisconsin-partners-with-google-to-process-unemployment-insurance-claims)) | [Yes](https://dwd.wisconsin.gov/uiben/) - MSFT BotFramework/WebChat | No | [no](https://dwd.wisconsin.gov/uiben/overpayments/card/) | | Wyoming | | No | No | [no](http://wyomingworkforce.org/workers/ui/faq/#22) | | Guam | | No | No | | | Washington DC | | [Yes](https://does.dc.gov/) - Google Chat Bot | No | [no](https://does.dc.gov/page/repayment-information) |