Use Cases for Robotic Process Automation in UI claims processing
Perez, Amy; United States Department of Labor
The article discusses the use of Robotic Process Automation (RPA) in Unemployment Insurance (UI) claims processing. RPA is employed to automate repetitive and non-discretionary tasks, such as data entry, notifications, and appeals processing, resulting in significant time savings and improved efficiencies for state UI agencies. Several successful RPA use cases are highlighted, ranging from fact-finding to customer service tasks. States have reported substantial cost savings and enhanced customer experiences with the adoption of RPA. The article encourages states to explore RPA adoption and offers resources and support for implementation.