UI Support Services
Expert Guidance for Modern UI Programs
We have former workforce agency staff with experience managing unemployment insurance programs, systems, policies, and operations. Our expertise with state UI programs helps us provide useful solutions that agencies can put into action.
Supporting Modern, Responsive UI Programs
We work with state agencies to improve unemployment insurance programs, make services easier to use, reduce fraud and errors, and update systems to meet changing workforce and economic needs.
Our Services
UI Technical Assistance & Strategic Advising
We provide support for unemployment insurance programs, including:
- Updating UI systems
- Helping with strategies to maximize federal funding in UI programs
- Improving program operations
- Helping protect programs from fraud and errors
- Putting new policies in place
- Working with partners and other groups
Our work with national UI committees and workgroups helps us stay up to date on new changes, helpful practices, and program rules.
UI Customer Experience & Communications
We help agencies improve claimant and employer communications through:
- Plain-language writing
- Website optimization
- Form redesign
- User experience assessments
- Customer journey analysis
- Communication strategy development
These improvements help reduce confusion, increase compliance, and improve service delivery.
Program Integrity & Behavioral Insights
We support agencies in strengthening program integrity while improving customer outcomes through:
- Fraud prevention strategies
- Behavioral insights applications
- Making benefits applications more user-friendly
- Cross-program integrity initiatives
- Risk reduction frameworks
Our expertise helps agencies balance customer service with compliance and accountability.
UI Research, Evaluation & Performance Analytics
We provide research and testing. This helps agencies understand how well programs are working, find problems, and improve results:
- Program evaluation
- Impact studies
- Data collection and analysis
- Performance measurement
- Surveys
- Evidence-building initiatives
Our findings support strategic planning and continuous improvement efforts.
Data Analytics & Reporting
We help UI agencies unlock the value of their data through:
- Advanced analytics
- Predictive modeling
- Interactive dashboards
- Operational reporting
- Business intelligence tools
- Customized data solutions
Our analytics solutions support informed decision-making and program optimization.
Project Management & Vendor Oversight
We provide experienced project managers, business analysts, and subject matter experts to support:
- UI modernization projects
- Technology implementations
- Vendor oversight
- Requirements development
- Strategic planning guidance
- Staff training and capacity building
We help ensure projects stay aligned with operational realities and customer needs.
Our Work
Expand the dropdowns below to discover project highlights and explore what has been accomplished!
- Reemployment Services and Eligibility Assessments (RESEA) Evaluation and Evidence-Building
Client: Abt Global (funded by USDOL) | National | 2018–2027
As a sub to Abt Global, NASWA supports the U.S. Department of Labor to strengthen the Reemployment Services and Eligibility Assessment (RESEA) program through evidence-based practices and evaluation support. Since 2018, NASWA’s subject matter expertise has helped states meet legislative requirements, improve program design, and enhance service delivery. This work has included developing surveys, reports, and webinars; conducting in-depth reviews of technical assistance documents and evaluation studies; and supporting an unemployment insurance administrative cost study. Together, these efforts provide states with actionable insights, reinforce evidence-based implementation, and advance national RESEA program objectives.
- Nevada’s UI Homepage and Claimant Communications Tiger Team Project
Client: Nevada Department of Employment, Training, and Rehabilitation | 2022 – 2023
NASWA partnered with BIT to assist Nevada’s Department of Employment, Training, and Rehabilitation (DETR) in increasing access to and improving customer experience with the state’s UI program. NASWA and BIT collaborated in conducting qualitative research and revising UI documents to:
- Understand and eliminate pain points and barriers in the claims application process; and
- Improve communications to increase claimants’ understanding of program requirements and processes.
The team conducted a randomized controlled trial to measure the impact of three versions of a UI determination letter, with different message framings. Claimants’ comprehension of all three versions of the revised document improved by 4 – 5 percentage points, over the original letter. Practically speaking, the results of the research suggest that scaling the behaviorally redesigned letters could lead to:
- Claimants asking fewer and better questions.
- Claimants feeling less overwhelmed or less frustrated by the UI process.
- Claimants completing next steps with higher accuracy.
- Fewer claimants submitting appeals due to lack of understanding.
- Fewer adjudications being needed.
- Reduction in claim processing delays.
- About 12,500 fewer customer calls for assistance to the UI agency.
- Study of the Great Recession and Unemployment Insurance System in the 21st Century
Client: The Urban Institute (contractor to USDOL) | National | 2019–2021
NASWA partnered with the Urban Institute to explore the effects of the Great Recession on the Unemployment Insurance (UI) system and evaluate its preparedness for future economic challenges. The project involved developing survey instruments and review guides, assisting with participant recruitment, and providing comprehensive written feedback on the final report. NASWA’s contributions ensured the study captured state-level perspectives and produced actionable recommendations for strengthening the UI system in the years ahead.
- Analysis of Employer Performance Measurement
Client: The Urban Institute (funded by USDOL) | National | 2017–2020
NASWA partnered with the Urban Institute to examine how “employer services” are defined and measured across federal, state, and local workforce programs. The project aimed to explore options for creating a uniform definition and consistent performance measures for employer services. NASWA supported the effort by developing and administering surveys, participating in interviews and site visits, and analyzing state-level measurement practices to inform evaluation design and improve the reliability and feasibility of employer service metrics.
