People with disabilities have an unemployment rate that is historically more than double the national rate. The Office of Disability Employment Policy at the Department of Labor (DOL) is working hard to change that. Since 2011, they have relied on our consultants to work with employers across the nation to close this gap.

We immediately recognized that many employers think of DOL only in a compliance context and aren’t always open to working together. We knew we had to forge a different, collaborative path so we developed a customer experience to “delight” employers. We used a design thinking approach and engaged employers in the process to build a plan to meet their unique needs. We then created custom resources, technical assistance and communities of practice to solve problems important to them.

Key Takeaway

Through this longstanding CX work we have helped Department of Labor strengthen its relationship with employers and make the business case for hiring more people with disabilities.

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