October 14, 2011 MAINE

 Benefit Year Earnings (BYE) 5.3% for Maine: Root Causes Identified:  Agency Causes  Lack of adequate messaging to claimants and employers  Inadequate cross matches  Ineffective process for bi-weekly claims in which claimant has a week of earnings in one week then the subsequent has a week with no earnings, current system report does not identify these consistently  Claimant Causes  Provides inadequate or inaccurate information.  Employer Causes  Payroll reporting incorrectly 2

 Benefit Year Earnings (BYE) 5.3% for Maine: Planned action(s) to address:  Added messages on Benefit Year Earnings to benefit deposit notices  Implement WRIS cross match  Rewrite quarterly wage cross match to pick up new and revised reports more timely  Create targeted claims staff training  Implement Overpayment Detection and Recovery System (for all core issues) Principal milestones:  Added messages to deposit notes in August 2011  WRIS cross match – 8/30/12  Qtrly cross match – 10/30/12  Staff training – 3/31/12  O/P Detection and Recovery System - 11/30/12 3

 Separations (SEPs) 4.6% for Maine: Root Causes Identified:  Agency Causes  Current process is dependent on USPS  Inadequate communication to employer regarding effect on not responding to separation information request  Inadequate staff to process separation requests before claimant gets into pay status  Claimant Causes  Provides inadequate or inaccurate information.  Failure to report or untimely reporting of separation information.  Inadequate work history provided  Employer Causes  Slow response or non response to request for separation information. 4

 Separations 4.6% for Maine:  Planned action(s) to address:  Implement SIDES  Develop employer marketing campaign  Review and revise benefits rights instructions at initial claim and at REA sessions  Principal milestones:  SIDES implemented by 3/31/12  Employer marketing campaign done by 12/31/11  Create workgroup to revise benefits rights instructions given during initial claim and REA sessions 5

 Work Search Issues 55.9% for Maine: Root Causes Identified:  Agency Causes  Lack of adequate resources to review work search log status  Inadequate or unclear communication of work search requirements to claimant  System problems with non-generation of work search log requests  Claimant Causes  Not providing timely and/or adequate work search 6

 Work Search Issues 55.9% for Maine:  Planned action(s) to address:  Complete process analysis of work search to include revision of the work search log form  Forms review of any reference to work search in any communication to claimant  Implement web based work search application to minimize manual processes and improve efficiency  Principal milestones:  Form to be revised and in production by 11/18/11  Work group completed review of work search references in claimant communication on 10/30/11  Implement web based work search application by 12/31/12 7

8  Issue 1: Able and Available Issues 31% for Maine  Root cause(s) identified:  Dependent on manually intensive processes  Claimant education needs to be improved  Planned action(s) to address issue  Complete process analysis of work search to include revision of the work search log  Implement Prisoner Cross match  Rewrite questions asked on IVR system for weekly claim  Replacing Internet application for initial and weekly claims and will revise questions asked  Revise question prompts on benefit system claim screens when initial/add/reopen claims are taken by claims agent

9  Issue 1: Able and Available Issue 31% for Maine  Principle milestones  Prisoner cross match 12/30/11  New IVR system infrastructure with new questions – 6/30/12  New Internet applications for initials and weekly claims – 9/30/12

 Issue 2: Base Period Wage Issue 3.2%  Root cause(s) identified:  Current quarterly cross match does not pick up new or revised reports until the following quarter  Planned action(s) to address issue  Rewrite quarterly cross match to pick up new/revised quarterly reports

 Strategies to Support Owning UI Integrity:  Encourage every staff member  Developed staff training with Integrity focus  Create monthly newsletter focused on integrity  Develop processes  Created work group to review wording of all forms in which work search/work search requirements are mentioned  Created work group to review rewording re; initial and weekly claim question on the IVR system/Internet applications and internal claims screens  Maintain management oversight  Created cross functional task force to review root causes of overpayments  Create dashboard reporting for review of measures relating to integrity, and review monthly 11

 Communications Strategies:  To claimants  Revising work search references in claimant forms/communications to clarify requirements  New IVR system will provide recurring messaging re; work search requirements  New Internet applications will consistently message work search and other integrity requirements  To employers  Marketing campaign to employers oriented to SDNH registration, separation reporting and wage reporting  Marketing campaign for SIDES 12

 Communications Strategies, Continued:  To state UI staff  Create monthly newsletter on Integrity activities  Offer recurring training oriented to integrity issues  To the public  Posters at libraries and town offices  Press releases  Specific messages to claimants and employers  To state leaders (Governor, state legislature, etc.)  Initiate awareness on integrity efforts 13

“Integrity: Own It!”  Questions?  State Contact for follow-up: Patricia O’Brien: Phone: