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 (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
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
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
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
Last modified 7mo ago
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