Centering Workers - How to Modernize Unemployment Insurance Technology

Abstract

This report, jointly authored by The Century Foundation, the National Employment Law Project, and Philadelphia Legal Assistance, presents the findings of an intensive study of state efforts to modernize their unemployment insurance (UI) benefit systems. This is the first report to detail how UI modernization has altered the customer experience. It offers lessons drawn from state modernization efforts and recommends user-friendly design and implementation methods to help states succeed in future projects. This report includes specific recommendations that can inform the federal and state response to the unprecedented volume of unemployment claims during the pandemic, as well as ideas for longer-term reforms.