1. October 14, 2011

2.  Benefit Year Earnings (BYE): Root Causes Identified:  Agency Causes  Auto cancel of some ES issues  Agency currently cross matches only against the state directory of new hires and does not cross reference all claims against NDNH  Claimant Causes  Claimant fails to update return-to-work status  Employer Causes  Employers fail to report new hires though New Hire Database 2

3.  Benefit Year Earnings (BYE): Planned action(s) to address:  Discontinue auto cancel of all ES issues  Create script/procedures for ES adjudication  Instantly run claims through NDNH Principal milestones:  On or before 1 st Quarter 2012  Launch or new CORE computer system in 4 th Quarter of 2011 3

4.  Separations (SEPs): Root Causes Identified:  Agency Causes  High turnover has left the agency with inexperienced adjudication staff  Need for increased number of subject matter experts  Claimant Causes  Incorrect entries of separating base period employer  Confusion as to fact finding questions on agency requests for information  Employer Causes  Employer fails to provide sufficient information 4

5.  Separations:  Planned action(s) to address:  Create positions for quality experts at management level  Create web-based training for new hires and current staff who do not meet acceptable quality standards  Review claims filing questions and edit as necessary for better clarity and ease of understanding  Transfer NDNH information to drop down boxes  Continue to improve ease of communications from employers with the agency 5

6.  Separations (cont.):  Principal milestones:  Training and personnel enhancements to be addressed in the 4 th Quarter of 2011  Question revisions and NDNH transfer to take place in 1 st Quarter of 2012  Improve and enhance communication of separation information between the agency and employers 6

7.  Work Search Issues: Root Causes Identified:  Claimant Causes  Lack of knowledge of work search Requirements  Agency Causes  Voucher submission allowed with less than 3 WS entries, as required by rule 7

8.  Work Search Issues :  Planned action(s) to address:  Policy to provide warning in the first week to non-compliant claimants  Manual adjudication of each WS each week following a warning  System defaults that would not allow voucher completion with less than 3 WS  Principal milestones:  1 st Quarter of 2012  Mid 2012 8

9. 9  ES Registration  Root cause(s) identified:  Complicated/Cumbersome process for completing and posting resume as required by current agency policy  Planned action(s) to address issue  Revise policy to allow less cumbersome registration  Reduce and reorganize steps to streamline resume building process  Principle milestones  Policy change could happen as early as 1 st Quarter of 2012  System changes would happen no earlier than the 2 nd Quarter of 2012

10.  Strategies to Support Owning UI Integrity:  Encourage every staff member who works on or near UI claims:  To be provide exceptional customer service to claimants  Take an interest in meeting agency goals  To take ownership of integrity  Maintain management oversight with a focus on quality  So often the focus on timeliness results in pressure to take shortcuts that impact quality and integrity 10

11.  Communications Strategies:  To claimants  Improve customer awareness  Promote benefits of using Indiana Career Connect (ICC)  Target communications on requirements where integrity is a problem, especially BYE and Work Search issues  To employers  Encourage participation in the adjudication process  Inform employers of requirements for reporting new hires  Encourage use of Employer Self Service (ESS) 11

12.  Communications Strategies, Continued:  To state UI staff  Take ownership of issue determinations  Share BAM and BTQ data across all UI units  To the public  Provide feedback to help us improve services  Discourage fraudulent behavior 12

13. “Integrity: Own It!”  Questions?  State Contact for follow-up: Joshua Richardson: jrichardson@dwd.in.govjrichardson@dwd.in.gov Phone: 317/232-4259 13