Identify stakeholders

The complexity of the unemployment insurance (UI) system means that no one person or role knows everything about how a system works or how its users experience the process. Taking the time to assemble a diverse group of stakeholders will help ensure that the solutions you develop are feasible, equitable, and aligned with program objectives.

Examples of stakeholders:

• Leadership who can offer a high-level view, organizational goals, and a project vision
  • Roles: agency director, communications director, policy director, equal opportunity officer, technical lead, product owner, and project manager
• Experts close to the day-to-day operations
  • Roles: customer service and adjudication subject-matter experts, business analysts, managers, and supervisors
• External stakeholders who can represent your end users and ultimate beneficiaries
  • Roles: claimants, employers, and community-based organizations
• Technologists who can provide guidance around scope, timelines, and implementation details
  • Roles: chief information officer, engineering lead, members of your digital services team, designers, and content strategists