Unified Experience for South Dakota Reemployment Applications

This case study outlines the enhancements made to South Dakota's Reemployment Assistance (RA) Claim process during Phase 2 of the project. Following initial digitization efforts in Phase 1, the Servos team collaborated with the Department of Labor and Regulation (DLR) to create a centralized hub for all RA processes. This hub simplifies claim submissions and weekly certification requests, providing citizens with a more intuitive experience. The study details the challenges faced, such as disconnected workflows and lack of clarity in claim statuses, which complicated the user experience. To address these issues, the team connected workflows through ServiceNow's Flow Designer, enabling a unified platform for users. Additionally, improvements included smarter claim status notifications and guided steps for users, enhancing navigation and accessibility. The integration of Knowledge Base articles within the platform further streamlined the user experience, reducing the need for navigation across multiple websites. The goal was to empower the DLR team while ensuring a high-quality product delivery.