mue toolbox internal communications concept

WORK IN PROGRESS DRAFT Prepared for the UI Disaster Preparedness Workgroup

MUE TOOLBOX INTERNAL COMMUNICATIONS CONCEPT

VERSION 2

Task 0803 ITSC Support for UI Disaster Preparedness

November 28, 2007

WORK IN PROGRESS DRAFT FOR DISCUSSION PURPOSES ONLY

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TABLE OF CONTENTS

SECTION PAGE

1 Introduction...................................................................................................................... 1-1 1.1 Scope ................................................................................................................ 1-1 1.2 Considerations .................................................................................................. 1-1

2 UI Disaster Preparedness Internal Communications ....................................................... 2-2 2.1 Information Sharing.......................................................................................... 2-2

2.1.1 Contact Information.............................................................................. 2-2 2.1.2 Notification to State UI Agencies......................................................... 2-2 2.1.3 Information Sharing.............................................................................. 2-3

2.2 Disaster Support Services Infrastructure .......................................................... 2-3 2.2.1 Internal Communications Infrastructure............................................... 2-3 2.2.2 Information Posting .............................................................................. 2-5

2.3 Disaster Support Services................................................................................. 2-6 2.3.1 Option 1: Current Status ...................................................................... 2-7 2.3.2 Option 2: Inter-agency Operational Instructions ................................. 2-7

2.4 Response History.............................................................................................. 2-7 3 Site Security..................................................................................................................... 3-9 4 Procedures...................................................................................................................... 4-10 5 Draft Screen Mockups ................................................................................................... 5-11

5.1 ILLUSTRATION 1 – Login Sequence........................................................... 5-11 5.2 ILLUSTRATION 2 – Discussion Topics ....................................................... 5-15


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1 INTRODUCTION

The UI program is continuing to develop its disaster preparedness program to provide an organized and standardized response to a Mass Unemployment Event (MUE). To facilitate effective interstate communications, an automated infrastructure is envisioned to provide a secure, self-service website where state UI agencies go to communicate internally with each other. 1.1 SCOPE

This document presents discussion topics and defines optional functions of the national UI disaster preparedness internal communications capability for consideration by the UI disaster preparedness workgroup. The document establishes a vision for its operations and identifies policy and procedures to support the optional functions.

1.2 CONSIDERATIONS Setup and development of the communications infrastructure will require a one-time expense. Maintenance for the system will be minimal requiring system backups to be performed, operating system and commercial software updates to be applied, and content to be modified, as necessary. The infrastructure will be scalable to support the UI community and is expected to be housed on a PC platform that can reside most anywhere.


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2 UI DISASTER PREPAREDNESS INTERNAL COMMUNICATIONS

It is envisioned that three functions will be provided to support internal communications between state UI agencies and between state UI agencies and USDOL Regional Offices. These functions are:

• Information Sharing • Disaster Support Services • Response History

2.1 INFORMATION SHARING

2.1.1 Contact Information The following contact information will be housed. Users will be able to query contact information by state or list all contact information:

• State UI disaster coordinator and backup UI disaster coordinator • State Emergency Operations Center (EOC) • State Emergency Management Assistance Compact (EMAC) coordinator • State contract signature authority list • State ICON coordinator • FEMA Federal Coordinating Officer (FCO) • FEMA Disaster Recovery Center (DRC) • USDOL Regional Office

Security of contact information is paramount as individual’s email addresses and phone numbers must be safeguarded to ensure only authorized personnel have access to the contact information. Assembling and securely publishing contact information is a policy issue that will need to be addressed by the state UI agencies and the USDOL. Estimated Cost: TBD 2.1.2 Notification to State UI Agencies On a periodic basis, notifications can be distributed to the state UI disaster coordinators to remind UI agencies to perform activities such as testing their plans, training personnel in MUE procedures, and coordinating with the state EOC.

2.1.2.1 Option 1 As part of the USDOL Regional Offices work program, define and formally assign a work activity to distribute disaster preparedness notifications to the state UI agencies. This option leverages the existing USDOL infrastructure that is already in place. Care must be taken to ensure that the notifications provided to the UI agencies are consistent. Estimated Cost: TBD


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2.1.2.2 Option 2 The internal communications information sharing infrastructure could also be leveraged to distribute notifications. An advantage with this option is the contact information will remain up-to-date as UI disaster coordinators must provide contact information to obtain login credentials. Estimated Cost: TBD 2.1.3 Information Sharing This section will contain UI disaster preparedness information that is appropriate to share with the UI community. Lessons learned from disaster responses, state disaster response practices and procedures can be posted to provide guidance to the UI community. Having a repository available that discusses what responses and procedures work, what the pitfalls are, and what did not work will benefit the UI community. For example, when the Dallas Regional Office conducts a test with Louisiana and the Emergency Management Assistance Compact (EMAC), the lessons learned and results may be shared with the UI community. Estimated Cost: TBD 2.2 DISASTER SUPPORT SERVICES INFRASTRUCTURE To provide internal communications in support of a disaster response, this section makes the assumption that internal communications will be based upon the use of the Internet. Alternative communication methods and options will be investigated in the event that the Internet is not accessible, and will be addressed in a separate document. This section presents two options for the internal communications infrastructure, centralized and decentralized, and documents the option’s advantages and disadvantages. Also documented are two options for posting information to the website. The first option is to have the webmaster publish the website content, and the second option may use resources other than the webmaster to publish internal communications data to the web. Communications with the public are outside the scope of this option paper. It is assumed that the UI agency will be responsible for communicating with the public and will use their existing infrastructure, procedures, and resources to support public communications. 2.2.1 Internal Communications Infrastructure Internal communications between UI agencies and between UI agencies and the USDOL will be provided through a website. The website may be housed at a state UI agency, the USDOL, or at other locations as so determined. Consideration as to the deployment of a centralized web server or decentralizing the internal communications functions are options to be examined.


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2.2.1.1 Option 1: Centralized Approach The following lists the advantages and disadvantages of a centralized internal communications infrastructure:

Advantages Disadvantages Creates a single URL where all UI agencies access common disaster communications services.

Requires an entity to be operationally responsible for the centralized system.

Standardizes how states share and post information between each other and the USDOL.

A centralized system must be implemented and maintained.

Creates a centralized repository for information sharing.

The national UI program supports one internal disaster communications infrastructure and economies of scale are realized.

The infrastructure is setup one time and it is available whenever there is a need. Only routine maintenance functions would need to be performed (system backups and commercial software maintenance)

Alleviates the need for the UI agency to draw on limited resources to support internal communications functions in support of the disaster response. Further, existing resources, including IT may not be under the UI agency’s span of control and the resources may be tied up supporting the public communications needs.

Historical record of disaster response is retained.

Although disasters and their responses differ, lessons learned can be maintained for reference into the future.

Estimated Cost: TBD

2.2.1.2 Option 2: Decentralized Approach The following lists the advantages and disadvantages of a decentralized internal communications infrastructure:

Advantages Disadvantages UI agencies may make use of existing web Difficult to standardized web pages across


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Advantages Disadvantages infrastructure. each UI agency to provide a consistent look

and feel to the end users. Website system operations and maintenance is already in place and may be leveraged.

There is no single point that users may access for information sharing and communications between the UI agencies. Depending on the situation stakeholders will have to access different websites for internal communications and instruction.

Maintenance of the internal communications web pages will require the use of scarce IT resources from the state UI agencies. These resources (depending upon the state) may not be under the UI agency’s control and may have different priorities. Resources may be busy providing support for communications to the public.

User credentials will have to be maintained at each UI agency to provide access to the information. As a result there is a high maintenance cost.

Web pages are not necessarily perpetual and may be taken down over time.

Estimated Cost: TBD 2.2.2 Information Posting Information posting to the web is a further consideration when evaluating the resources necessary to support UI disaster internal communications. UI operational information and instructions to assisting states may be posted to a website by an IT resource, or by authorized end-users.

2.2.2.1 Option 1: Webmaster Information Posting To post information to the website, the content is provided to the webmaster, who publishes the information onto the web.

Advantages Disadvantages Static content is posted to the web site rapidly

Requires support by IT resources, which may be scarce during a disaster response.

Content updates are quick to implement The UI agency may not have span of control over IT resources.

No additional commercial software is required

Website page layout must be performed in advance.

May use an existing website at the state UI agency.

Information needs to be posted and updated expeditiously. Having to post to the website


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Advantages Disadvantages via the webmaster may slow the process down. Again, the webmaster may not be dedicated to support the UI agency’s needs.

Requires implementation of a secured website where the userid and passwords are maintained.

2.2.2.2 Option 2: End-User Information Posting

Commercial software can be procured that permits the UI disaster coordinator(s) to post information directly to the website without requiring assistance from the IT unit. This software provides a secure, online web forum where the state UI agency may update their information through their selected moderator. Website updates would be controlled and released only when appropriate, and access to the information would be secured through user with logon credentials.

Advantages Disadvantages Content is posted to the web site rapidly. Requires procurement of commercial

software and a web server. Content updates are quick to implement. An initial setup cost would be required. Secure information system that permits states to moderate and post their information (in real-time) directly to the web without requiring assistance from IT.

Still requires a resource to post information to the site, however, the resource could be controlled/assigned by the UI agency

Provides a standardized look and feel for the end-users so that information can be located easily without regard to what state is hosting the site or what disaster is in process.

Depending on implementation, topic areas should be monitored for questions.

Establishes a mechanism for assisting states to pose questions or issues to the UI agency for their consideration and response.

Requires maintenance of userids and passwords.

Implements information security via SSL encryption and access via user name and password.

2.3 DISASTER SUPPORT SERVICES During a disaster situation, information needs to be communicated to the assisting states and the USDOL. This section presents information sharing categories for consideration. It is envisioned that the web pages will be organized by named disaster because there is the possibility that multiple disasters may occur simultaneously. Information sharing categories for each disaster may include, but not be limited to: current status and UI agency instruction.


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2.3.1 Option 1: Current Status The state UI disaster coordinator develops and posts disaster response status updates to provide information to the assisting state UI agencies and internal staff. Status items will be date/time stamped and may range from a listing of what call centers or offices are open and closed, what services are available, and what numbers are available to contact the agency, to the method of communication that the agency prefers. Current status may provide general information such as the number of days claimants have to file for UI benefits (claim filing extensions and or rule modifications, such as relaxing work search requirements) Estimated Cost: TBD

2.3.2 Option 2: Inter-agency Operational Instructions Alternative 1: The state UI disaster coordinator may post instructions to provide assisting states clear guidance on claims functions, tax functions, and reporting. It is envisioned that the website is organized by disaster, as multiple disasters could occur simultaneously. Within each named disaster, there would be specific web pages containing guidance and instruction to support initial UI and DUA claimstaking, continued UI and DUA claims, claimant status information retrieval or update, and employer demographics information retrieval or update. This online discussion forum permits secured, real-time posting of instructions to the web enabling the assisting states to access and check for updated information. The website will also provide the assisting agencies with the capability to post questions (in real-time) for resolution. This capability will resemble a threaded discussion forum. Estimated Cost: TBD Alternative 2: Operational instructions to assisting UI agencies may be distributed by email. The advantage of this communications method is that it is simple and efficient to distribute information to the assisting states. There are also several disadvantages to email communications. A primary issue that would need to be addressed is the maintenance and accuracy of email lists. Email lists must be maintained and updated on a regular basis, or the distribution lists must be prepared and created after the disaster incident strikes. There is also a possibility of that email distribution does not find its way to the appropriate staff. It would be up to the assisting agency to organize guidance and instructions received from the disaster states as receipt of multiple emails can lead to confusion. Estimated Cost: TBD 2.4 RESPONSE HISTORY Information obtained from disaster simulations and true disasters needs to be retained so that the MUE Toolbox can be made more effective. This section of the website will house

Comment [Z1]: Need feedback to determine if the UI agency feels this would be a useful function.

Comment [Z2]: For discussion, given the funding constraints is there a benefit to retaining the response history?


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historical data for each disaster. Data are assisting states and services provided, and lessons learned (specifically, what worked, what did not work, and what can be improved upon.)


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3 SITE SECURITY

• Posting to the site will be through a state moderator and / or a webmaster • The site will be secured using http secured sockets protocol (https) • The site will require a user identifier and password


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4 PROCEDURES

Procedures for accessing the site must be provided to the state UI agencies. Among the procedures, state UI agencies must determine who has access to the site. The update frequency for UI agency’s disaster coordinator contact information must be established. The assignment of a responsible party who ensures the information is updated must be made.


5 DRAFT SCREEN MOCKUPS

5.1 ILLUSTRATION 1 – LOGIN SEQUENCE

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5.2 ILLUSTRATION 2 – DISCUSSION TOPICS


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List of References

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APPENDIX A TITLEHERE

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A.2

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APPENDIX B B1

A.1 B2 B3


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GLOSSARY

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mue toolbox internal communications concept

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