Docstoc

Missouri Unemployment Claim Filing - DOC

Document Sample
Missouri Unemployment Claim Filing - DOC Powered By Docstoc
					 Nomination
                             2002
    National Association of State Chief Information Officers
   Recognition Awards for Outstanding Achievement in the Field of Information
                                 Technology


Title of Nomination:      Inte rnet On-line Claims Filing System

Project/System Manager:   Randy Wilkerson
Job Title:                Supervisor, PC / Internet Applications Development
Agency:                   Missouri Departme nt of Labor and Industrial Relations
Department:               Office of Information Systems
Address:                  421 East Dunklin Street, PO Box 59
City:                     Jefferson City
State/Zip:                Missouri, 65104-0059
Phone:                    (573) 751-4020
Fax:                      (573) 751-0167
E-mail:                   rwilkerson@dolir.state.mo.us

Category for judging:     Digital Government – Government to Citizen

Person Nominating:        Jearl E. Reagan I
Job Title:                Chief Information Officer
Department:               Office of Information Systems
Address:                  421 East Dunklin Street, PO Box 59
City:                     Jefferson City
State:                    Missouri
Zip:                      65104-0059
Phone:                    (573) 751-9657
Fax:                      (573) 751-0167
E-mail:                   jreagan@dolir.state.mo.us
Internet On- line Claims Filing System
2002 NASCIO Awards Nomination

                                 Executive Summary
The Missouri Department of Labor and Industrial Relations has implemented an e-
Governance initiative for filing Unemployment Insurance (UI) initial, renewed, and re-
opened claims for the citizens of Missouri.

This project brought together individuals from the Office of Information Systems and
Employment Security with technical and operational backgrounds to develop a system
that allows Missouri citizens access to government services in a manner that has not been
accomplished by any other state. Although seventeen other states take claims
information over the Internet, Missouri was the first state to develop a sys tem with
automated claims processing through Internet and mainframe interfaces that allows for a
total staff free operation. The individuals involved in the project not only performed their
regular duties during the development of the system, but also performed extensive
research and obtained new skills that made the project a success.

Over the years, Missouri has successfully incorporated technological advances in its UI
claims system. Missouri was one of the initial states to implement telephone claims
centers in 1996. The Missouri On- line Internet Claims Filing System for initial, new,
renewed, and re-opened claims is Missouri’s most recent major application of
technology. This system became fully operational in December 2000.

Currently, the percentage of claims filed via the Internet is 6% of all claims. Since the
first three months of calendar year 2001 through January 2002, the percentage of all
claims filed via the Internet On- line Claims Filing System has increased approximately
84.4%. To date the Internet On- line Claims Filing System has saved Missouri more than
$28,000 in toll free costs and has redirected more than 6,600 staff hours toward providing
faster responses and better customer service for all functions related to serving claimants.

The “open architecture” design of the Internet On- line Claims System allows for the easy
addition of other system functions and innovations. In May 2002, this system was further
enhanced to allow claimants to file weekly (continued) claims on- line as well.

The implementation of the Internet On-line Claims Filing System incorporates current
technology with government services, gives claimants another initial unemployment
insurance claim filing option, and meets consumer demands for the on-line accessibility
of public services.

The Office of Information Systems and Division of Employment Security, Internet
Technology team received the 2002 Missouri Information Technology Recognition
Award for their outstanding accomplishment in developing and implementing the on- line
unemployment benefits claim filing system. With this proven record, Missouri is on the
cutting edge of innovative e-governance technology.




                                          Page 2                                11/14/2010
Internet On- line Claims Filing System
2002 NASCIO Awards Nomination

                               Description of Project
The Department of Labor and Industrial Relations (DOLIR) and Division of Emp loyment
Security (DES) management and staff saw an opportunity to design, develop, and
implement the Internet On- line Claims Filing System through a grant offered by the
United States Department of Labor. Missouri was one of eight states awarded a $500,000
technology grant in 1999. The DOLIR/DES Internet Team began research on the
development of an Internet based claims filing system in 1999 and began the system
design in the Spring 2000. The site was officially launched in December 2000.

The current process of initial claims filing is accomplished with a combination of an
Interactive Voice Response (IVR) System and customer service representative. The IVR
system is used at the front end of the regional claims center (RCC) process to gather
essential information that can be answered through the telephone keypad. Once
completed, the call, along with the entered information, is then transferred to the next
available customer service representative to complete the claim filing process. While the
telephone claims process is convenient for unemployed workers, the Internet On- line
Claims Filing System expands the hours available for claims filing, addresses some of the
difficulties associated with seasonal workload peaks, and offers an additional filing
option.

After accessing the unemployment insurance (UI) website, the claimant receives general
information regarding unemployment insurance (UI) benefits, and specific instruction on
how to file the claim electronically and establish a personal identification number (PIN).
Once the claim has been
completed, the claimant
receives a confirmation
number and instructions
to keep       for future
reference.

The Internet On- line
Claims Filing System
ensures that all employer
and claimant data passed
to and from the browser
is encrypted using secure
socket layer (SSL) and all
databases are behind the
firewall.     The “open
architecture” design of
the Internet On- line Claims Filing System also allows for future innovations. In May
2002, programming was completed on the system adding the ability for claimants to file
weekly (continued) claims on- line.




                                         Page 3                               11/14/2010
Internet On- line Claims Filing System
2002 NASCIO Awards Nomination

The user friendliness of the system is an area of quality that the DES monitors. Before
the claimant is connected to MissouriWorks!, the on-line employment search engine, they
have the opportunity to submit a customer satisfaction survey. The results of these
surveys and other claimant feedback are used to make additional improvements to the
Internet On- line Claims Filing System.

Additional system operations include, "up-front" edits, a web page designed to improve
performance, better end user instructions, a frequently asked questions (FAQ) section,
and solutions to error messages the end user might receive. The system has also been
expanded to include change of address information.

                                 Project Significance
The Internet On- line Claims Filing System was developed in response to peak workload
demands on the current IVR system which resulted in extensive wait times for claimants.
The Internet On- line Claims Filing System allows claimants to file claims on-line at any
time and provides consistent customer service access during the claims centers’ peak
workloads.

Before the implementation of the Internet On- line Claims Filing System, unemployed
workers could file a claim for unemployment insurance (UI) benefits by placing a toll
free telephone call to one of four regional claims centers (RCCs). While this is a
convenient option for claimants, unemployed workers faced four main problems. The
development of the Internet On- line Claims Filing System reduces or eliminates the
following unemployed workers’ claims filing problems:

       1. Claims could only be filed during the regional claims centers’ business hours;
       2. Various difficulties and inconsistent customer service access associated with
          peak workloads;
       3. There were no options for individuals to receive services or conduct
          government business via the Internet; and
       4. There were no direct links for registering for work, conducting employment
          searches, or applying for jobs on- line when claimants filed their initial
          unemployment insurance (UI) claim.

Missouri receives over 350,000 calls annually on the toll free 800- line for initial claims.
Those opting to file via the Internet On- line Claims Filing System eliminate the time
spent waiting to speak to a claims center representative. The system’s 24-hour, seven
days a week accessibility is an added convenience and for many is the best option for
filing their UI claim. It also provides claimants with a safe, secure, and private method of
filing for unemployment insurance (UI) benefits.

The Internet On- line Claims Filing System allows claimants to file a new, renewed, or
reopened claim anytime in the privacy of their homes, at any Missouri Career Center,
public library, or any other location having personal computers (PCs) with Internet
access. Once the claim information is entered, the claimant receives immediate


                                          Page 4                                11/14/2010
Internet On- line Claims Filing System
2002 NASCIO Awards Nomination

confirmation that their claim has been received. The system then connects the claimant
to Missouri WORKS!, the state’s on- line employment service, where they can search for
employment in their geographical area or statewide.       The systems ability to assist
claimants with reemployment is an added benefit, not available through the regional
claims centers. The Internet On- line Claims Filing System is available 24- hours a day,
seven days a week, with a few exceptions for maintenance.

                                         Benefits
The unique design of the Internet On- line Claims Filing System immediately interfaces
the claimant’s name and social security number with the DES mainframe employer wage
data, allowing the claim to be processed without staff intervention. The system gathers
and edits all the data entered by the claimant and interfaces with the mainframe computer
to complete the claim process in the same automated manner as that of all other claims.
The total automation of this process makes Missouri the first state nationwide to enable
individuals to file their UI claims without assistance or intervention from UI staff.

As the number of Internet- filed UI claims increase the number of 800 calls are reduced.
This reduction, especially during peak workload periods, will continue to provide
substantial savings, result in faster responses, and at the same time allow staff members
to maximize their customer service potential.

Currently, staff experience an average of ten minutes per UI call and incurs a cost of
seven cents per minute for the toll free 800-line. Since the introduction of the Internet
Claim Filing System, over 22,070 initial claims have been filed, during the first year of
operation via the Internet, and currently has over 40,037 claims filed. This system saved
more than $28,000 in toll free 800-line costs and has allowed the Department to redirect
more than 6,600 staff hours toward customer service and other UI claims filing
operations in its first year of operation.

Based on the number of UI calls received during calendar year 2001, a 25 percent
reduction in the number of toll free 800 calls would result in a potential cost savings of
$61,250 per year. The system enhancement of the weekly (continued) claims initiative,
went into production on May 15, 2002 has successfully provided Internet filing
capabilities.

A component of the Internet On- line Claims Filing System is a customer satisfaction
survey. Current customer satisfaction surveys indicate greater than 95% either “agree” or
“strongly agree” with the systems ease of use and 92% indicate they are satisfied with the
on- line process. Additional statistics show that 83% of claimants who used the Internet
to file for benefits did so from the convenience of their homes and 19% did so after the
claims center business hours.

Another major benefit to the nation is the developmental asset sharing that occurs
between states. The Missouri Department of Labor and Industrial Relations Office of
Information Systems has provided system demonstrations, HTML/JAVA code, and


                                          Page 5                              11/14/2010
Internet On- line Claims Filing System
2002 NASCIO Awards Nomination

programming specifications to twelve (12) states across the nation in an effort to assist
them with their initiatives.

                           Project Return on Investment
The percent of initial unemployment insurance claims filed since the introduction of the
Internet On-line Claims Filing System has grown. In the first three months of calendar
year 2001, the percentage of initial claims filed via the Internet was 3.2% of all claims
filed. Since then, the percentage of claims filed to date has increased to 6% of all claims
filed. Comparing the first quarter of 2001 with the first quarter of 2002, the percentage of
all claims filed via the Internet On- line Claims Filing System has increased
approximately 137%. Since the system was launched in December 2000, more than
40,037 Internet claims have been filed.

To date the Internet On- line Claims Filing System has saved Missouri more than $28,000
in toll free costs and has redirected more than 6,600 staff hours toward providing faster
responses and better customer service for all functions related to serving claimants.

As the number of Internet- filed unemployment insurance claims increases, the number of
800 calls to the regional claims centers (RCCs) will be reduced. This reduction,
especially during peak workload periods, will result in the DES responding faster and
providing better customer service. In addition, the Internet On- line Claims Filing System
could provide substantial savings to the agency. With an average of ten minutes per
claimant call at a cost of seven cents per minute for the toll free 800 line, a 25 percent
reduction in the number of calls would result in a potential cost savings of $61,250 per
year, based on the number of calls received during fiscal year 2001.

The Internet On- line Claims Filing System has also expanded its claims filing
information and instructions to include Missouri’s Rapid Response Program. This
program encompasses activities necessary to plan and deliver services that enable
dislocated workers to transition to new employment as quickly as possible following
either a permanent closure or mass layoff, or a natural or other disaster resulting in a
mass job dislocation. Information regarding the Internet On- line Claims Filing System is
posted at Missouri Career Centers, employers’ premises, state and county offices,
libraries, and labor union halls.

 The continued claims initiative went into production on May 15, 2002 and has thus far
successfully provided Internet filing capabilities to 6807 individual filings and 7449 total
weeks claimed. To date this initiative has provided a savings of more than $1,500 in toll
free 800 line charges. This initiative was funded with redirected remaining funds of
$83,000 from the 1999 United States Department of Labor technology grant. Based on
operational statistics of the initial process, it is estimated that the continued claims
initiative will provide satisfactory savings, in 800-line costs, for a 1.2 year Return on
Investment (ROI).




                                          Page 6                                11/14/2010
Internet On- line Claims Filing System
2002 NASCIO Awards Nomination

This technology can also be applied to the functions of several other Department of Labor
and Industrial Relations’ agencies to compliment the current personal service and provide
the most efficient self- service to customers.




                                         Page 7                              11/14/2010

				
DOCUMENT INFO
Description: Missouri Unemployment Claim Filing document sample