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Thread-Topic: Cumbersome state processes and documentation
From: <governor.haley@sc.lmhostediq.com>
To: <governor.haley@sc.lmhostediq.com>
Subject: Cumbersome state processes and documentation
Date: Fri, 13 Mar 2015 16:26:43 -0400
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<APP>CUSTOM
<PREFIX>Mr</PREFIX>
<FIRST>Jack</FIRST>
<MIDDLE></MIDDLE>
<LAST>Hardy</LAST>
<SUFFIX></SUFFIX>
<TITLE></TITLE>
<ORGANIZATION></ORGANIZATION>
<ADDR1>829 Old Barnwell Road</ADDR1>
<ADDR2></ADDR2>
<CITY>Aiken</CITY>
<STATE>SC</STATE>
<ZIP>29803</ZIP>
<EMAIL>paleryder49@wildblue.net</EMAIL>
<PHONE_H>(803) 644-9477</PHONE_H>
<PHONE_B></PHONE_B>
<ISSUE>BOARDS</ISSUE>
<SUBJECT>Cumbersome state processes and documentation</SUBJECT>
<MSG>
I have recently had the opportunity to try to follow the guidance provided by the documents of one of our state agencies; they too led to unsatisfactory results.  The main issue I discovered is that many of the Department of Employment and Workforce's documents and forms have not been evaluated from a human factor perspective.  While attempting to file for unemployment benefits I had the occasion to file an appeal.  The first document that provided guidance related to filing an appeal was South Carolina Form, UCB 103, and Rev. 7/13.  The form stated there is a 10-day time limit for filing a "Letter of Appeal," it also provided the address to where the appeal should be sent.  It provided no guidance on necessary information to be included in the letter.  This resulted in a loss of benefits for four weeks. This is a human performance error precursor; it did not provide all the information necessary for the user to be successful.  I am confident this example is just the tip of the iceberg when it comes to inaccurate and misleading guidance provided for interacting with state processes and completion of state provided forms.  I am sure you would agree this is not the best use of our money and resources.  I am also sure you would agree the money saved far exceeds the cost to evaluate and remedy this human factor deficiency.  I would be happy to have the opportunity to come visit you, your staff, and state governmental department heads to conduct a seminar on human performance based documents.  I am following up with a hard copy letter to the Governor.
</MSG>

</APP>