U.S. DEPARTMENT OF LABOR
Employment and Training Administration
Washington, D. C. 20210

CLASSIFICATION

UI

CORRESPONDENCE SYMBOL

TEUQ

ISSUE DATE

May 15, 1995

RESCISSIONS

None

EXPIRATION DATE

May 31, 1996

DIRECTIVE

:

UNEMPLOYMENT INSURANCE PROGRAM LETTER NO. 27-95
 

TO

:

ALL STATE EMPLOYMENT SECURITY AGENCIES
 

FROM

:

MARY ANN WYRSCH
Director
Unemployment Insurance Service
 

SUBJECT

:

Unemployment Insurance Performance System Evaluation Report of the Unemployment Insurance Benefits Quality Control (BQC) Program

  1. Purpose. To distribute a report on the first phase of the Unemployment Insurance Service evaluation of the BQC Program.

  2. Background. The Unemployment Insurance Service, as part of an overall review, has been examining the entire system that it has in place to work in partnership with States on the performance of the Unemployment Insurance system. This effort includes; the work underway in the Performance Measurement Review which is examining the quality and timeliness measures of the Quality Appraisal system, the work underway in Revenue Quality Control and the effort of the Performance Enhancement Work Group (PEWG) to design with its State partners a new Performance System for States.

    As part of the above effort, and as a result of a National Performance Review recommendation, the examination of the BQC program was included as part of the work of the PEWG effort. This report is the result of the first phase of the BQC examination.

    In 1994, a team of National Office, Regional Office, and State staff was established to conduct an evaluation of the entire BQC program. Over the next 12 months, the team analyzed error rate data and Program Improvement activities and distributed over 900 customer surveys. The material in the report provides extensive background on the BQC program, presents the results of surveys of State and Regional Office personnel regarding the program, and raises issues for change in the program that will guide further analysis and discussion about BQC. In February 1995, the Team's report was presented to the PEWG and is now being shared with all States.

  3. Action Required. Please distribute to appropriate staff.

  4. Attachment. The report entitled, "An Evaluation of the Unemployment Insurance Benefits Quality Control Program."