FLORIDA UNEMPLOYMENT COMPENSATION CLAIMS

							      FLORIDA
   UNEMPLOYMENT
COMPENSATION CLAIMS

    Tom Clendenning
  Manager, UC Services
      FLORIDA
   UNEMPLOYMENT
COMPENSATION CLAIMS

       “Steps In the
      Right Direction”
FLORIDA’S REMOTE CLAIMS
       PROCESS...

    “F.L.U.I.D.” -Florida
 Unemployment Internet Direct
            AND
  “I.V.R.” – Interactive Voice
 Response (Teleclaims) System
              EVOLUTION OF
            F.L.U.I.D. PROJECT
        PHASE ONE -Spring 2000
Customers Filed Initial Florida/Florida CWC
Claims via Internet 24 hours/day from any
Internet-connected P.C.
Customers utilized One-Stop Resource Room
P.C.’s for Claim Filing
Internet Claim Information Downloaded to a
report requiring Mainframe Data Entry by
Agency Staff
Benefit Rights Information Mailed to all Internet
Claim Customers
F.L.U.I.D./PHASE TWO.
         ( Fall 2000) .

     INCORPORATES MORE SEAMLESS
            AUTOMATION

Automatic Overnight Download of Internet
Claim Information to Florida’s UI Mainframe
Screens for Expedited Claims Taker Review
Continued Claim Instructions/Benefit Rights
Information Now Available On-Line via
Automatic Link at end of Claim Filing Screens
  F.L.U.I.D./ PHASE TWO…

May 2001 to Present-
approximately 50%
of all Claims Filed in
Florida were done so
via Internet
         INTERNET CLAIMS
          ENHANCEMENTS
       (late 2002/early 2003)
F.L.U.I.D. Continued Claims (Request of
Benefit Checks) via Internet using
password/P.I.N.# capability
F.L.U.I.D. Customer Inquiry (“Where’s
my check?”) Transaction
Internet Fact-Finding
Appeals Filing
   INTERNET CLAIMS
ENHANCEMENTS continued...
   Electronic Fund Transfer

             Deposit directly to
             account
             Quicker, more efficient
             service
             No lost or stolen checks
             Potential savings in
             postage
           Looking to the future…
       F.L.U.I.D. PHASE THREE
               (Summer 2003)
“No-Touch” Processing/Real-Time Wage
Matching/Identification of Previous
Employers
Automatic Redirect for Additional Claim Filing
during Continued Claim Certification Process
Special Claims Filing/Certification (i.e. DUA,
TRA, STC etc.)
Additional Languages
 I.V.R. – Interactive Voice
Response Teleclaims System...

        Development of I.V.R.
        (Interactive Voice Response)
        Application combining Touch
        Tone & One-on-One Customer
        Service Delivery
        Deployment began Spring 2003.
        Estimated Statewide Deployment
        - Summer of 2003
Reengineering Best
    Practices

 Putting the Team Together
Developing a “Game Plan”....
Agency Reengineering Team
            Six Member Team formed in 2001
            Represent Subject Matter Experts; Prior
          Project Management Experience, Technical
          Knowledge and Diverse Work Experience within
          Florida’s U.I. Program
            Each Member Oversees his/her Initiative(s)
          through Concept, Planning, Development &
          Implementation Stages
           Serves as “go-between” – Acts as a
          Facilitator between Vendor, Front-Line,
          Management and Technology Staff
           Provides Training/ End- User Instruction as
          each Project is Deployed
OVERSIGHT.... U.C.
Reengineering Board
  Attend Monthly Board Meetings
  •      Project Updates
  •      Resolve Outstanding Issues
  Consists of Representatives from:
  •      Agency Upper Management (Director, Assistant Director)
  •      State Workforce Board (Workforce Florida Inc.)
  •      Vendors from each project
  •      State Technology Office
  Purpose:
  •      Provide Input
  •      Provide Guidance through each Phase of
         Project(s)
  •      Achieve “Buy-In” from all Parties Involved
         Prior to Implementation
            “PUTTING IT ALL
              TOGETHER”…
           (LESSONS LEARNED)

#1 - INHERENT BENEFIT OF DEPLOYING
INTERNET CLAIMS BEFORE TELEPHONE
              CLAIMS
Encourages Customers to utilize Internet as
 the norm & allows other methods to be
  available as secondary means of filing.
“LESSONS LEARNED” –
     continued….

 #2 - INVOLVE FRONT-LINE STAFF IN EACH
   STEP OF DEVELOPMENT & DEPLOYMENT
                PROCESS
  Achieve Associate “Buy-In” of System before
                 it’s deployed
  Better Able to Anticipate System Roadblocks
              before they occur
Buy-In and Involvement
from Regional
Workforce Boards
 24 Regional Workforce Boards in Florida
 Each Workforce Board Director is consulted
to review service delivery strategies and
obtain feedback on what works at the local
level
 Continuous Communications & Feedback
       LESSONS LEARNED –
           continued….
#3 - TEST, TEST, TEST… INCORPORATE
 VENDOR, AGENCY TECHNICAL STAFF,
  CLAIMS STAFF AND CLAIMANT AND
EMPLOYER CUSTOMERS DURING SYSTEM
          TESTING PROCESS.
 Begins Educational Process of New System
  Helps achieve “Buy-In” of System before
               Deployment
LESSONS LEARNED
   – continued….

       #4 - INCORPORATE AN
  INCREMENTAL (STAGED) ROLLOUT
    PROCESS FOR EACH PHASE OF
              PROJECT
     Allows for workload tracking in
     comparison to available staff
    Reveals any “bugs” not discovered
      during the Testing Process
ANTICIPATE & BE PREPARED


     TECHNOLOGY IS GREAT WHEN IT
     WORKS BUT WHEN IT DOESN’T…
         You better be prepared!
         Build in a recovery system
             Back-up Servers
             Back-up Systems
              Communications
   MOST IMPORTANT
      RESOURCE
Despite all the advancement in UC Technology,
the most important resource are the PEOPLE
            (not the technology)
 People are the most valuable resource that
      Plan the technology to implement
      Monitor the technology daily
      Troubleshoot the problems
      Share in the joy of success
Florida A.W.I. Reengineering
          Contacts:

  Tonja Albritton – (850) 245-7495
E-mail: Tonja.Albritton@awi.state.fl.us
   Ron McCranie – (850) 245-7492
E-mail: Ron.McCranie@awi.state.fl.us