Timeliness & Backlog: Promising Recommendations - Page 1

Timeliness & Backlog Content:

• Promising Recommendations to address Timeliness and Backlog - Page 1
• Promising Recommendations to address Timeliness and Backlog (Continued) - Page 2

Promising Recommendations to address Timeliness and Backlog:

• Case Management and Dynamic Fact Finding:
  • Implement and integrate a case management system to reduce manual effort related to tracking, prioritizing, and assigning workflow items so staff can focus on issuing timely determinations and decisions.
  • Identify opportunities to setup dynamic fact-finding questionnaires to gather information through intelligent “question trees.”
  • Allow claimants and employers to answer questions more directly related to their situation. Party responses are presented to adjudicators to make a determination and allows the state agency to process claims more efficiently.
• Robotic Process Automation and Process Re-engineering:
  • Perform process mapping for process re-engineering and identify opportunities to automate tasks and/or processes. 
  • Automate manual, non-discretionary tasks of existing processes using Robotic Process Automation (RPA), allowing staff to focus on more critical tasks.
  • Identify and prioritize potential use cases for automation.

The Department has piloted RPA approaches with states through the Office of UI Modernization and has developed resources to support states in learning about RPA and process mapping. Click the buttons below to explore the RPA Toolkit and discover more about process mapping in the UI program.

• Intelligent Document Processing:
  • Identify opportunities to incorporate optical character recognition/intelligent character recognition (OCR/ICR) technology to assist with sorting, scanning, and routing incoming documents to be read and converted to digital text automatically.
  • Reduce manual intervention and data entry necessary for processing documents sent by claimants or employers.
  • Re-engineer the adjudication, appeals, and benefit payment control processes to reduce document management backlog and improve the timeliness of services.

Relevant Links:

• American Rescue Plan Act (ARPA)
• National Association of Workforce Agencies - Integrity Center | National Association of State Workforce Agencies (naswa.org)
• Equitable Access Toolkit
• RPA Toolkit

• Last Updated:
• Created:
• Resource Publication Date: 2023
• Posted by: Damon Jones
• Posted in: Short-Time Compensation