Tracking implemented solutions

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.

If you see something that is out of date, please reach out. 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

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