Tracking implemented solutions
Originally compiled by Alyssa Levitz with help from Waldo Jaquith
Last updated
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Originally compiled by Alyssa Levitz with help from Waldo Jaquith
Last updated
Was this helpful?
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 !), 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
No
Alaska
None found (SSA presumed)
Arizona
Arkansas
No
California
Colorado
Connecticut
None found (DMV presumed)
Delaware
None found (DMV presumed)
Florida
No - saw an implementation with Google Chat Bot on 11/5/20 but it wasn't there on 12/14/20
Georgia
Hawaii
None found (DMV presumed)
No
Idaho
- DMV
No
Illinois
None found (DMV presumed)
Indiana
Iowa
No
Kansas
Kentucky
None found (DMV presumed)
Louisiana
No
Maine
ID.me
Maryland
None found (SSA presumed)
Massachusetts
ID.me
Michigan
Minnesota
None found (DMV presumed)
No
Mississippi
ID.me
No
Missouri
ID.me
Montana
No
Nebraska
None found (DMV presumed)
No
Nevada
No
New Hampshire
None found (SSA presumed)
No
New Jersey
-ID.me
New Mexico
None found (SSA presumed)
New York
ID.me
North Carolina
North Dakota
- SSA
Ohio
Oklahoma
No
Oregon
ID.me
Pennsylvania
No
Rhode Island
No
South Carolina
ID.me
no
South Dakota
No
Tennessee
No
Texas
No
Utah
No
Vermont
No
Virginia
No
No
no
Washington
No
West Virginia
No
Wisconsin
No
Wyoming
No
No
Guam
No
No
Washington DC
No
SSA cross-matching (2004 )
, assigns you a time window for in-person appts
- IBM's Watson Assistant
implemented in Oct. 2020 ()
- MSFT BotFramework/WebChat
- None found (SSA presumed) - Unspecified algorithm added to their system in October 2020 ()
implemented in Sep. 2020 - Results from - Results from
- Astute Chat Bot
- Experian implemented at some point ()
- ID.me implemented Jan. 2021 ()
- Google Chat Bot -
, bottom of the page
- Live chat from Salesforce (implemented sometime between and 2020)
, toward the bottom of the page -- search for "Schedule a Callback"
Jan. 2021,
- ServiceNow
- implemented in Jul. 2020 () - Before that, had new partnership with DMV ()
implemented in Aug. 2020 () - s
- MSFT
--
- ID.me implemented Jan. 2021 ()
- Google Chat Bot. Some results .
implemented Fall 2020 () -
Yes - In footer of all pages: faq and live chat through Zendesk - On UI login page: search function with Jira Service Management
Using LexisNexis Risk Solutions ()
SSA, backup by DMV - e
- not sure of vendor (same as MD)
- Salesforce
, via Telegov, an NIC Platform (new appts added daily)
ID.me May '21 ()
- Google Chat bot, sometime between mid June and October
- not sure
- not sure
New system of some sort implemented in Jun. 2020 ()
- MSFT BotFramework/WebChat
(10/21 launch) -- --
- MSFT BotFramework/WebChat, implemented
- Jun. 2020 added additional mesasures ()- Nov. 2020 implemented ()
Aug. 2020 began pilot program with () - te
-Use public records (), beginning in 2012 ()
- Google Chat Bot
- Salesforce
- Astute Bot
Using multiple sources (): - NC Data Analytics Center - NASWA Integrity Hub - National Directory of New Hires Wage Crossmatch
-ID.me implemented late 2020/early 2021 ()
- MedChat. (Live chat during business hours, Q&A outside business hours)
- ID.me implemented Dec. 2020 ()
- MSFT BotFramework/WebChat
- Experian, likely starting in May '20 with launch of new PUA site () - Experian and LexisNexis for PUA & UI (Feb/Mar '21, )
- SalesForces - MSFT BotFramework/WebChat
Idemia, Dec. 2020 ()
- MSFT BotFramework/WebChat
implemented in Oct. 2020 ()
- Genesys
- Twilio
- MSFT BotFramework/WebChat
- MSFT BotFramework/WebChat
- Zopim (now Zendesk)
implemented in Nov. 2020 ()
- AWS & Accenture
- Live chat during business hours - uknown through whom
- Genesys - Live chat during business hours
ID.me implemented Dec. 2020 or Jan. 2021 ()
- MSFT BotFramework/WebChat
- Twilio
Google Cloud implemented in Oct. 2020 (, )
- MSFT BotFramework/WebChat
- Google Chat Bot