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• This paper draws from evaluation studies, contacts in the U.S., and other sources of information to highlight the experience of various U.S. states with streamlining UI delivery networks, and integrating the delivery of UI and other programs. The results provide practical input for UI re-engineering and program integration in Canada.

• The paper includes:
• a brief discussion of UI re-engineering and program integration in Canada;
• an overview of activities in the U.S. states;
• a detailed consideration of new technologies and automation being developed or applied in various states to streamline the delivery of UI;
• a detailed consideration of program integration and site rationalization in various states; and,
• a summary of lessons learned.

• Work on a new service delivery vision is being guided by the following principles:
• focusing more on clients and their needs;
• reflecting local priorities; and
• making the best use of technology to provide efficient and effective service to Canadians.

• The goal is to design an integrated, affordable, highly flexible and decentralized service network. Components of the network could include:
• Human Resource kiosks (i.e., self-service terminals located at convenient sites across the country);
• self-service access through computers, interactive television and telephone;
• Local Human Resource Centres involving a smaller group of multi-skilled employees who would help clients in a responsive, cost-effective manner; and,
• Canada Human Resource Centres involving larger offices that would provide leadership and functional support to local offices.

• A number of new technologies are being pilot tested or implemented in various locations of Canada. Examples include:
• rationalizing call centres and, where possible, co-locating the call centres for UI and Income Security Programs (UI call centres provide information through access to operators plus automated responses to basic questions);
• testing the use of touch-tone telephones and automated kiosks to take initial UI claims;
• testing the use of touch-tone telephones to take reports for continued claims;
• testing the use of automated/direct deposits to deliver payments — particularly for claimants submitting continued claims by telephone;
• testing the use of document imaging;
• automating jurisprudence; and,
• automating the exchange of information between UI and welfare.

• In the U.S., each state administers and delivers its own UI program. Therefore, the state governments determine UI eligibility, pay benefits, hold appeal hearings and collect the tax revenues that fund UI benefits. The principal functions of the federal government include:
• establishing the national goals and objectives of the UI program;
• ensuring that state laws are consistent with federal requirements; and,
• allocating funds to state agencies to cover the costs of administering UI.

• Table 1 at the end of the report provides a current summary of the types of technologies and automation being used or tested in each state. The table indicates that:
• virtually all states have online initial claims and claim histories;
• most use some scanning technology (either full-form scanning or bar codes) to lift information and create electronic files;
• about 75 percent are developing or using automated telephone systems known as a voice response system (VRS);
• about 75 percent have applied at least some automation to their appeals process;
• a few states are currently using the type of artificial intelligence software known as an expert system;
• most states have central printing of UI cheques — and a few are attempting to introduce direct deposit systems; and,
• about half the states are experimenting with kiosks or self-service terminals — but mostly for Employment Services.

• Table 1 also provides current information on the degree to which various states are involved in integrating the delivery of UI and other programs:
• almost all states are co-locating local offices for UI and Employment Services;
• states are also in the process of setting up One-Stop Career Centres to integrate the delivery of a wide range of programs and services provided by government and non-government agencies;
• most states are increasing their capacity to share data across programs; and,
• some states are examining ways to eliminate the collection of duplicate data (e.g., through the use of a common data base or the single intake of certain data).

• The federal U.S. Department of Labour is supporting the use of new technologies and delivery integration in a number of ways, such as:
• funding automation projects;
• funding the establishment and operation of the National UI Information Technology Support Centre (ITSC) to work with interested states to support the introduction and use of new technologies; and,
• providing grants for the planning and implementation of One-Stop Career Centres that provide access to services under a wide range of employment, training and education programs.

• Although most states are applying new technologies, the emphasis is on making discrete changes in their delivery systems rather than on the radical rethinking and redesign implied by re-engineering.
• The concept of re-engineering involves undertaking a complete restructuring of program delivery, or a group of processes, to achieve dramatic improvements in performance.
• By contrast, the states are seeking to improve productivity and customer service by automating certain existing processes or components of their delivery system.
• In the case of claimstaking, for example, states are eliminating the use of written forms by directly keying initial claims information into the computer. However, this approach typically involves taking the existing forms and putting them onto a computer screen, rather than looking for more fundamental ways to improve this and other parts of the delivery network.