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									        OFFICE OF SYSTEMS INTEGRATION

        REQUEST FOR PROPOSAL OSI 7100-181
           UNEMPLOYMENT INSURANCE
            MODERNIZATION PROJECT




             APPENDIX C – CONTINUED CLAIM
               REDESIGN (CCR) USE CASES



                               March 23, 2007


                                   ISSUED BY:

                             STATE OF CALIFORNIA

                   DEPARTMENT OF GENERAL SERVICES
                   TECHNOLOGY ACQUISITIONS SECTION
                       707 3RD STREET, 2ND FLOOR
                      WEST SACRAMENTO, CA 95605

c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc
OFFICE OF SYSTEMS INTEGRATION                                                               OSI RFP 7100-181
UIMOD PROJECT                                                                      APPENDIX C — PAGE 2 of 70




                                 Table of Contents
                           (Appendix C – CCR Use Cases)

C    CCR USE CASE APPENDIX.................................................................................... 5

C.1   OBJECTIVE......................................................................................................... 5
C.1.1  Preliminary Identification of CCR Actors and Roles .......................................... 5
C.1.2       CCR Roles — Explanation and Guidelines ....................................................... 7
C.1.3       CCR Use Case Map ......................................................................................... 8
C.1.4       CCR Use Case Map for Claimant, and Customer Service Representative ........ 8
C.1.5       CCR Use Case Map for EDD Manager, Program Analysts, and System
             Account Administrator ..................................................................................... 9
C.1.6       Context of the CCR Use Cases and General Web Site/System Requirements . 9
C.1.7       Illustration of the Continued Claims Web Site Hypothetical Layout ................. 10
C.2   CCR USE CASES ............................................................................................. 11
C.2.1  Use Case 53: Manage Claimant Account via the Internet ............................... 11
C.2.2       Use Case 54: Update Demographics via the Internet...................................... 14
C.2.3       Use Case 55: On-line Enrollment .................................................................... 16
C.2.4       Use Case 56: Update On-line Account Personal Preferences......................... 18
C.2.5       Use Case 57: Change Password .................................................................... 19
C.2.6       Use Case 58: Forgotten User ID and/or Password ......................................... 21
C.2.7       Use Case 59: Update Eligibility Information — Self-Service ............................ 23
C.2.8       Use Case 60: Certify for Benefits .................................................................... 25
C.2.9       Use Case 61: Interactive Voice Response (IVR) ............................................. 28
C.2.10      Use Case 62: Request Lost or Stolen Check Forms ....................................... 30
C.2.11      Use Case 63: Customer Service ..................................................................... 32
C.2.12      Use Case 64: Update Eligibility Information — CSR ....................................... 35
C.2.13      Use Case 65: Cancel or Reschedule Appointment ......................................... 37
C.2.14      Use Case 66: Reset Customer Password ....................................................... 38
C.2.15      Use Case 67: Additional Claim ....................................................................... 39
C.2.16      Use Case 68: Update Certification Information .............................................. 41
C.2.17      Use Case 69: Capturing Unscannable Data.................................................... 43
C.2.18      Use Case 70: Processing Work Queues — Adjustor....................................... 45
C.2.19      Use Case 71: Insurance Accounting Division (IAD) Service Request.............. 47
C.2.20      Use Case 72: Calculate Payment ................................................................... 49
C.2.21      Use Case 73: Initiate Payment Distribution ..................................................... 50
C.2.22      Use Case 74: Replacement Check ................................................................. 51


c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                                                           MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                                          OSI RFP 7100-181
UIMOD PROJECT                                                                 APPENDIX C — PAGE 3 of 70

C.2.23   Use Case 75: Process Decisions .................................................................... 53
C.2.24   Use Case 76e: Manage Workflow ................................................................... 55
C.2.25   Use Case 77: Manage Business Rules ........................................................... 57
C.2.26   Use Case 78: Monitor and Assign Workload ................................................... 58
C.2.27   Use Case 79: Reporting.................................................................................. 59
C.2.28   Use Case 80: Setup and Manage Partials and Work Sharing ......................... 60
C.2.29   Use Case 81: Fraud Condition Detected ......................................................... 62
C.2.30   Use Case 82: Publishing Content ................................................................... 64
C.2.31   Use Case 83: Web Correspondence............................................................... 65
C.2.32   Use Case 84: Continued Claims Systems Account Management ................... 66
C.2.33   Use Case 85: Setup and Manage California Training Benefits (CTB) ............. 68
C.2.34   Use Case 86: Certify for Benefits- Phase 1 IVR and Web ............................... 69




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                                                      MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                                        OSI RFP 7100-181
UIMOD PROJECT                                                               APPENDIX C — PAGE 4 of 70


                                Table of Tables
                         (Appendix C – CCR Use Cases)
TABLE 1 - LIST OF ACTORS AND ROLES AND USE CASES ...................................... 5




                               Table of Figures
                         (Appendix C – CCR Use Cases)
FIGURE 1 – CCR USE CASE MAP FOR CLAIMANT, AND CUSTOMER SERVICE
          REPRESENTATIVE ..................................................................................... 8
FIGURE 2 – CCR USE CASE MAP FOR EDD MANAGER, PROGRAM ANALYSTS,
          AND SYSTEM ACCOUNT ADMINISTRATOR .............................................. 9
FIGURE 3 – ILLUSTRATION OF HYPOTHETICAL EDD HOME PAGE.......................... 9
FIGURE 4 – ILLUSTRATION OF THE CONTINUED CLAIMS WEB SITE
          HYPOTHETICAL LAYOUT ......................................................................... 10




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                                                   MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                          OSI RFP 7100-181
UIMOD PROJECT                                                 APPENDIX C — PAGE 5 of 70




C CCR USE CASE APPENDIX
C.1 Objective
The objective of Use Cases is to provide the vendor and end-user with an
overview of the system functionality. The purpose of this high level Use Case
view is not to provide a particular design but rather to illustrate ―what the system
is expected to do, not how.‖ Specifically, these Use Cases are intended to:

       Provide the Bidder with a sufficient understanding of scope and complexity
        to allow accurate cost estimates.
       Provide the users with a common language to articulate their
        understanding of the system capabilities.
       Allow users to discuss what the system needs to do without being
        constrained by a particular design.

While we are using Use Cases as a tool to articulate the requirements we do not
anticipate that the actual solution will be designed around these Use Cases. We
do however anticipate that the selected contractor will develop formal Use Case
requirements and detailed design documents through extensive discussion with
end users, UIMOD and Employment Development Department (EDD) staff.

C.1.1 Preliminary Identification of CCR Actors and Roles
Actors, Roles and a mapping to Use Cases are shown in Table 1. In this table
we show the Use Cases accessed by each Actor/Role combination.
                   Table 1 - List of Actors and Roles and Use Cases

Actors and Roles            Primary Use Case           Additional/Downstream Use Cases
Public Customer
Claimant                    Manage Claimant            Update Demographics via the Internet
                            Account via the Internet   On-line Enrollment
                                                       Update On-line Account Personal
                                                       Preferences
                                                       Change Password
                                                       Forgotten User ID and/or Password
                                                       Update Eligibility Information — Self-
                                                       service
                                                       Certify for Benefits
                                                       Interactive Voice Response
                                                       Request Lost or Stolen Check Forms




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OFFICE OF SYSTEMS INTEGRATION                                          OSI RFP 7100-181
UIMOD PROJECT                                                 APPENDIX C — PAGE 6 of 70

Actors and Roles               Primary Use Case        Additional/Downstream Use Cases
Employment Program Representative (EPR)
Customer Service               Customer Service        Update Eligibility Information — CSR
Representative (CSR)                                   Cancel or Reschedule Appointment
                                                       Reset Customer Password
Claim Filer/Claimant                                   Additional Claim
Adjustor                                               Update Certification Information
                                                       Capturing Unscannable Data
                                                       Processing Work Queues — Adjustor
                                                       IAD Service Request
                                                       Calculate Payment
                                                       Initiate Payment Distribution
                                                       Replacement Check
                                                       Process Decisions
EDD Manager
Workflow Administrator         Manage Workflow
Business Rules Administrator   Manage Business Rules
Operations Manager             Monitor and Assign
                               Workload
Operations Manager or Program Analyst
Operations Management          Reporting
Reporting Analyst
Public Customer
Employer/Employer Program      Setup and Manage
Administrator                  Partials and Work
                               Sharing
Program Analyst
UI Branch Fraud Analyst        Fraud Condition
                               Detection
Web Analyst                    Publishing Content
Web Correspondence Analyst     Web Correspondence
System Account Administrator
Account Manager                Continued Claims
                               Systems Account
                               Management
Public Customer
Training Provider              Setup and Manage
                               California Training
                               Benefits
Public Customer
Claimant                       Certify for Benefits-
                               Phase 1 IVR and Web




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                                    MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                    OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 7 of 70

C.1.2 CCR Roles — Explanation and Guidelines
An Actor can have many Roles. The Role denotes specific functions. Roles are
useful when implementing workflow processes as tasks can be routed between
workers performing different Roles. Roles can be inherited and an Actor may
take on multiple Roles. For example, an EPR may take on the Roles of CSR and
Claims Filer.

It is assumed that the Manager (Actor) is responsible for administrating Roles
and assigning staff to those Roles. It is also assumed that the Manager can
perform any Role that they supervise.

Additionally, Use Cases for Public Customers are primarily given for the Claimant
Role. However, Bidders should realize that the Employer and Training Provider
Roles will require analogous, if not identical, functionality (e.g. opening
and managing accounts, resetting and retrieving lost or forgotten passwords). It
is anticipated that these additional Use Cases/process flows will be developed
during detailed design with the Contractor.




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                           MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                                                          OSI RFP 7100-181
UIMOD PROJECT                                                                                 APPENDIX C — PAGE 8 of 70




C.1.3 CCR Use Case Map
The relationship between Roles and Use Cases is illustrated below in Figures 2
and 3. These pictures do not (and cannot show) all the complex relationships
between Use Cases, nor does it attempt to show all Use Cases. Rather, these
Use Case maps are intended to give the reader an overview of the relationships
between the Use Cases and the potential for reusability.

C.1.4 CCR Use Case Map for Claimant, and Customer Service Representative


     Figure 1 – CCR Use Case Map for Claimant, and Customer Service Representative


                                  Update Online
                                     Account
                                    Personal               Online
                Request Lost
                                   Preferences           Enrollment
                 or Stolen
                Check Forms
                                                                         Change
                                                                        Password
                                     Manage
                                    Claimant
                                   Account via                                Forgotten                               Initiate
                                   the Internet                             User ID and/or                           Payment
                                                                              Password                              Distribution
             Interactive
 Claimant
                Voice
             Response                     Self                                  Certify for
                                                              Update
                                         Service                                 Benefits
                                                         Demographics
                                                         via the Internet
                            Cancel or                                                                       Calculate
                           Reschedule                                                                       Payment
                           Appointment
                                                Update
                                              Eligibility
                                             Information


                                                                                 Additional
                                                   CSR                             Claim

                                                                                                     Process
                                                                                                    Decisions
                                                                                                                    Processing
                                              Customer
                                                                                                                   Work Queues
                                               Service
                      Reset                                                                                          -Adjustor
                    Customer
                    Password
                                                                                 Capturing
                                                                                Unscannable
                                                Update                             Data
                                             Certification                                                         Replacement
                                             Information                                                              Check
                            Insurance
                           Accounting
                             Service
                             Request




                                                                             Customer Service
                                                                              Representative




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                                                                   MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                       OSI RFP 7100-181
UIMOD PROJECT                                              APPENDIX C — PAGE 9 of 70

C.1.5 CCR Use Case Map for EDD Manager, Program Analysts, and System
      Account Administrator

 Figure 2 – CCR Use Case Map for EDD Manager, Program Analysts, and System Account
                                   Administrator


                                             Web
                                        Correspondence
                                                          Web Correspondence
                Manage
                                                                Analyst
                Workflow
                                        Fraud Condition
                Monitor &                  Detected
                 Assign
                Workload                                      UI Branch
                                                             Fraud Analyst
  EDD
 Manager                                   Publishing
               Reporting
                                            Content
                                                            Web Analyst
                Manage
                Business                  Continued
                 Rules                      Claims
                                       Systems Account
                                         Management
                                                            System Account
                                                             Administrator


C.1.6 Context of the CCR Use Cases and General Web Site/System
        Requirements
The Continued Claims Use Cases assume that EDD will develop an enterprise
portal access environment (including Internet, Intranet and IVR access) that
allows (internal and external) users access to the functionality offered by EDD.
This portal allows users access to functionality beyond that of continued claims.
For the purpose of this discussion we will assume that the user has entered the
―EDD Home Page‖ and navigated to the continued claim section of the Portal (or
in the case of an IVR, the continued claims menu).

                 Figure 3 – Illustration of Hypothetical EDD Home Page




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                                     MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                                    OSI RFP 7100-181
UIMOD PROJECT                                                          APPENDIX C — PAGE 10 of 70

In the remaining part of this document, the Use Cases will only address business
functionality related to continued claims. Thus, when a user navigates to
continued claims he/she will be presented with a series of options as illustrated
in.

C.1.7 Illustration of the Continued Claims Web Site Hypothetical Layout

        Figure 4 – Illustration of the Continued Claims Web Site Hypothetical Layout

                       www.eed .ca.gov /claims
                       www.edd                                                Login:
                                                                              ID
                                                                              PW

    Enroll in       View Your     Update weekly     Report Lost    File for   Have you
 Unemployment      Account and   Continued Claims    or Stolen    Continued   Forgotten
 On-line Service   Statements      Information        Check        Claims        your
                                                                               account
                                                                              number?




The remaining part of this Appendix describes the Use Cases associated with
continued claims. These descriptions have been organized around Actors to
simplify readability recognizing that some Use Cases can be accessed by
multiple Actors.




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                                               MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                            OSI RFP 7100-181
UIMOD PROJECT                                                  APPENDIX C — PAGE 11 of 70



C.2 CCR Use Cases


C.2.1 Use Case 53: Manage Claimant Account via the Internet

Actor
Public Customer

Role
Claimant

Trigger Event(s)
     Change in employment status.
     Change of demographics.
     Received document notice/payment from EDD.
     Need to certify for continued claims.
     Need to download a form.
     Need to request a mailed form (e.g. 1099 G)


Purpose and Objective
This use case allows a Claimant to access and manage information related to
his/her continued claims from any location using the Internet. It allows the
Claimant to get access to the status of the continued claim conveniently and at
any time. The Claimant can download forms and update claims information. It
also allows EDD to notify the Claimant of status of a claim (e.g., what information
has been provided, what actions have been taken recently, pending actions,
outstanding issues). The functionality of this use case will significantly reduce:
the amount of paper work, data entry and call center calls.
This use case allows the Claimant to access other use cases related to
continued claims.

Preconditions
                     1
    Claim(s) exist.
     Claimant has entered the UI Web site (www.edd.ca.gov).
Post Conditions
    Claimant has received information from Web site.
     Claimant has invoked another use case and completed the function of that
       use case.

1
  For the RFP EDD may need to change this or add a note that this condition may need to be
removable for extensibility to the enterprise.


c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                                     MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 12 of 70

Basic Flow
   Claimant will access the UI Web site (www.edd.ca.gov). The Web site is
   assumed to have a general layout and allow customers to browse for general
   information.
    If the Claimant has not previously enrolled or signed up as an on-line
       customer, he/she must first do so and create an account. To enroll as an
       on-line customer the Claimant will select the On-line Enrollment (use
       case) option. The remaining part of this use case assumes that the Claimant
       has established an on-line account for continued claims.
    If the Claimant chooses the option to access continued claims, the
       Claimant is first asked to authenticate to the system.
    The Claimant enters his/her personal authentication information.
    The system validates the Claimant’s credentials. Once authenticated, the
       Claimant’s information including name, address, payment status, eligibility
       status, etc., are displayed.
    The system will also display any notification or action that is outstanding.
    The system will display a menu of options (A ―menu of options‖ should not
       be taken literally — the design will detail the best layout and approach for
       navigating the continued claims Web site) that will allow the Claimant to:
        Update demographics.
        Update personal preferences.
        Change password.
        Request new User ID and password.
        Update eligibility information.
        Certify for benefits.
        Request claim-specific forms.
        Cancel and Reschedule a determination appointment.
        Download forms.
        Print payment history, deductions, total amount received in a defined
         period of time, etc., from the EDD Web site.
       By selecting any of the above actions, a secondary use case will be
       invoked.
    Upon completion of a secondary use case the Claimant can either
       terminate the session or continue to take further actions.
Alternate Flows
     If the Claimant opts to reset the password, he/she can choose the option
       ―reset password‖ (see Reset Password use case).



c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                             MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                   OSI RFP 7100-181
UIMOD PROJECT                                         APPENDIX C — PAGE 13 of 70

    If Claimant cannot remember the User ID or the password, he/she can
       choose the option ―forgotten User ID and/or password‖ (See ―Forgotten
       User-ID and Password use case‖).
    If the Claimant (or user) password is revoked, the Claimant must call a
       CSR who in turn will access the Reset password use case to create a
       temporary password.
    If the Claimant requires a duplicate 1099 G mailed to them, the system
       must collect any new address information (See Update Demographics via
       the Internet use case) and send the request for 1099 G to the TUX
       system.
Associations
    Use Cases including this Use Case:
        None
    Use Cases included/referenced by this Use Case:
        Update Demographics via the Internet.
        On-line Enrollment.
        Update On-line Account Personal Preferences.
        Change Password.
        Forgotten New User-ID and/or Password.
        Update Eligibility Information — Self-service.
        Certify for Benefits.
        Cancel or Reschedule Appointment.
        Interactive Voice Response.
        Request Lost or Stolen Check Forms.




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                         MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 14 of 70




C.2.2 Use Case 54: Update Demographics via the Internet

Actor
Public Customer

Role
Claimant

Trigger Event(s)
     Claimant has moved or changed address (mailing, residence, or both),
      telephone number (multiple types), etc.
    Claimant discovers that current information is incorrect.
    Claimant has changed name.
    Change of citizenship status.
Purpose and Objective
As part of continued claims, the Claimant is required to notify EDD regarding
change of demographics information including name change and address
change. This use case allows Claimants to notify EDD of change of
demographics information using the Internet.

Preconditions
    Claimant has entered the UI Web site (www.edd.ca.gov).
    Claimant has been authenticated by the system.
Post Conditions
    The system has captured any changes made by the Claimant, (e.g., the
      original information, the corrected/updated submission) and maintains a
      complete demographics history.
    Date for change in demographic information (effective and updated) has
       been recorded.
    The system has sent notification of address changes to new and old
       address.
    The system has captured information about transactions that failed to
       meet verification requirements (i.e., detected fraud transactions).
Basic Flow
 The system will display current demographics profile to the Claimant.
    The Claimant may choose to update demographic information by entering
       the new information and submitting the change.
    The Claimant updates one or multiple fields/elements.




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                             MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                      OSI RFP 7100-181
UIMOD PROJECT                                            APPENDIX C — PAGE 15 of 70

    Depending on which elements are changed, the system will specify and
       prompt the Claimant for additional information.
    The system will validate changed fields against a set of predefined rules
       (eligibility information or fraud detection) and if changes are permissible,
       the system will update the customer profile/demographics databases
       (e.g., reason why Claimant moved).
    The system will check data changes against predefined fraud conditions. If
       condition is met, an alert will be generated.
    The system will notify the Claimant that the update was successful and
       display the new information to the Claimant.
    If required, the system will trigger a mailing to be sent for validation
       purposes. In case of address change, the system will mail a notification to
       both the new and old address. (Note, content and date of mailing is
       recorded.)
    Refer to Alternate Flows if additional information is required such as
       documents to be submitted to EDD or if EDD needs to contact third party
       source.
Alternate Flows
     If additional information is required for validation, the Claimant will be
       informed of which documents need to be submitted. If document is
       available on-line, the Claimant will be prompted to download the document
       or alternatively, the Claimant can request the documents to be mailed via
       U.S. Postal Service.
    For address or phone number change, if Claimant is in ―Appeal Status,‖
       notify Office of Appeals.
    If the address entered is not valid, the invalid address and the reason will
       be captured, and the information posted in a work queue.
Associations
    Use Cases including this Use Case:
        Manage Claimant Account
        Customer Service
    Use Cases included/referenced by this Use Case:
        Request Lost or Stolen Check Forms




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                              MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                      OSI RFP 7100-181
UIMOD PROJECT                                            APPENDIX C — PAGE 16 of 70




C.2.3 Use Case 55: On-line Enrollment

Actor
Public Customer

Role
Claimant

Trigger Event(s)
Claimant wants to enroll for on-line service.

Purpose and Objective
This use case allows the Claimant to establish an on-line account with EDD for
managing continued claims.

Preconditions
    Claim(s) exists.
    Claimant has not previously registered for on-line services.
    Claimant and EDD have agreed on a common UI identifier that excludes
       SSN, e.g., account number.
Post Conditions
    On-line account (User ID and password) has been established.
Basic Flow
 Once on EDD Web site (see Manage Claims Account use case), the Claimant
      selects the option to enroll for on-line services.
    Claimant is asked to enter his/her identifying information.
    The system validates that the claim exists and the Claimant’s identifying
       information matches the continued claims information.
    The Claimant chooses an on-line User ID and password.
    The system will create an on-line account for the Claimant, and store the
       User ID and password.
    The system will provide the Claimant the option to set up his/her personal
       on-line profile, e.g., Configure mail correspondence preference (electronic
       vs. paper mail).
                 Certification options (electronic, IVR, or paper mail).
                 Select to use IVR.
                 Block access to any other channel.
                 Select language of preference.


c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                              MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 17 of 70

    The system will display the selected options/preferences and allow the
       Claimant to confirm or change preferences.
    When the Claimant has completed enrollment, the system generates a
       notification to the Claimant that the on-line account was established.
Alternate Flows
     If the Claimant is not properly authenticated, the Claimant will not be able
       to enroll in on-line services.
Associations
    Use Cases including this Use Case:
        Manage Claimant Account
    Use Cases included/referenced by this Use Case:
        Update On-line Account Personal Preferences




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                            MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                  OSI RFP 7100-181
UIMOD PROJECT                                        APPENDIX C — PAGE 18 of 70




C.2.4 Use Case 56: Update On-line Account Personal Preferences

Actor
Public Customer

Role
Claimant

Trigger Event(s)
     The Claimant wants to update his/her on-line account personal
      preferences.
Purpose and Objective
Allow Claimant to update personal preferences, including language and
communication channel (e-mail vs. voice mail vs. paper mail) preferences, and
the option to block access to all other channels if the Claimant so chooses.

Preconditions
    Claimant is enrolled for on-line services.
    Claim(s) exists.
    Claimant has been authenticated by the system.
Post Conditions
    Claimant’s personal preferences have been updated.
Basic Flow
 The system will display all current preferences.
    The Claimant selects the option to update personal preferences.
    The system will provide a real-time display of the updated preferences.
    The system generates a notification to the Claimant that the personal
       preferences have been updated.
Alternate Flows
        None
Associations
    Use Cases including this Use Case:
        Manage Claimant Account
        On-line Enrollment
    Use Cases included/referenced by this Use Case:
        None




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                         MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                      OSI RFP 7100-181
UIMOD PROJECT                                            APPENDIX C — PAGE 19 of 70




C.2.5 Use Case 57: Change Password

Actor
Public Customer

Role
Claimant

Trigger Event(s)
     The Claimant has either decided or been prompted to change password.
Purpose and Objective
Allow Claimant to change password.

Preconditions
    Claimant is enrolled for on-line services.
    Claim(s) exists.
    Claimant has and knows the current password.
    Claimant has been authenticated by the system.
Post Conditions
    New password has been issued and Claimant has been notified.
    Claimant has entered personal information that can be used to validate
       identity if the Claimant later forgets his/her password.
    Claimant has entered additional information to be used for authentication
       for subsequent purpose.
Basic Flow
 The Claimant selects the option to change password.
    Claimant is asked to enter his/her new password twice to ensure that it is
       correctly entered.
    Password is checked for allowable characteristics.
    The system will store the new password and update customer
       configuration.
    The system provides real-time confirmation that the password has been
       changed.
    The system generates a notification to the Claimant that the password has
       changed.
Alternate Flows
     None




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OFFICE OF SYSTEMS INTEGRATION                               OSI RFP 7100-181
UIMOD PROJECT                                     APPENDIX C — PAGE 20 of 70

Associations
    Use Cases including this Use Case:
        Manage Claimant Account
        Forgotten User ID and/or Password
    Use Cases included/referenced by this Use Case:
        None




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                     MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 21 of 70




C.2.6 Use Case 58: Forgotten User ID and/or Password

Actor
Public Customer

Role
Claimant

Trigger Event(s)
     At the login screen, the Claimant selects the ―Forgot User ID and/or
      Password‖ option.
Purpose and Objective
Re-establish a User ID and Password.

Preconditions
    Claimant is enrolled for on-line services.
    Claim(s) exists.
    Claimant does not remember his/her current User ID and/or Password.
Post Conditions
    Current User ID and/or Password have been re-established.
Basic Flow
 The Claimant selects the ―Forgot User ID and/or password‖ option.
           Claimant is asked to respond to personal information query to ensure
            the Claimant’s identity.
           The Claimant is asked if they have forgotten their User ID or their
            password.
           If the Claimant specifies that they have forgotten their User ID, the
            system generates a notification to the Claimant specifying the User
            ID.
           If the Claimant specifies that they have forgotten their password, a
            temporary password notification is sent.
           The system provides real-time confirmation that the password has
            been reset.
           The system generates a notification to the Claimant that the
            password has been reset. Once received, the Claimant can use this
            to login to the system and reset their password to a password of their
            choice.


       Alternate Flows

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OFFICE OF SYSTEMS INTEGRATION                              OSI RFP 7100-181
UIMOD PROJECT                                    APPENDIX C — PAGE 22 of 70

        None
Associations
    Use Cases including this Use Case:
        Manage Claimant Account
    Use Cases included/referenced by this Use Case:
        None




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OFFICE OF SYSTEMS INTEGRATION                                        OSI RFP 7100-181
UIMOD PROJECT                                              APPENDIX C — PAGE 23 of 70




C.2.7 Use Case 59: Update Eligibility Information — Self-Service

Actor
Public Customer

Role
Claimant

Trigger Event(s)
     Change in conditions that affect eligibility (e.g., new periods of
      employment or reporting, breaks in certification for reasons other than new
      employment, dropped out of school, vacation).
Purpose and Objective
Update information as requested by the Claimant.

Preconditions
    Claimant had change in eligibility information.
    Claimant has been authenticated through the system.
    Claim(s) exist.
Post Conditions
    The original eligibility information, the corrected/updated submission, and
      maintain complete eligibility information history have been recorded.
    Date for change in eligibility information (effective and updated) has been
       recorded.
    If eligibility status changes, a notification of change in eligibility
       requirements (e.g., seek work plan change) and/or determination interview
       will be sent to the Claimant if required.
    Any earnings information pertaining to a particular week has been
       recorded.
    Information about transactions that failed to meet verification requirements
       (i.e., detected fraud transactions) has been captured.
Basic Flow
 The system will display the current eligibility information to the Claimant.
    The Claimant may choose to update eligibility information by entering the
       new information on the screen and submitting the change. The Claimant
       updates one or multiple fields/elements (e.g., type of change, date of
       change).
    Depending on which elements are changed, the system will specify and
       prompt the Claimant for additional information. If new employment is



c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                                MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 24 of 70

       indicated, wages, and days and hours worked as well as new last
       Employer will be required.
    The system will validate changed fields against a set of pre-defined rules
       and if changes are permissible and if no additional information is required,
       the system will update the claim information databases.
    The system provides real-time confirmation of the updated information.
    The system generates a notification to the Claimant that the eligibility
       information has been updated.
    In case of a change in eligibility, the system will notify the Claimant of a
       change in eligibility requirements (e.g., seek work plan change) and/or
       determination interview will be sent to the Claimant if required. (Note,
       content and date of mail is recorded.)
Alternate Flows
     If additional information is required that cannot be collected or validated in
       real time, a work queue will be created to collect and validate the
       additional information.
Associations
    Use Cases including this Use Case:
        Manage Claimant Account
    Use Cases included/referenced by this Use Case:
        None




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OFFICE OF SYSTEMS INTEGRATION                                      OSI RFP 7100-181
UIMOD PROJECT                                            APPENDIX C — PAGE 25 of 70




C.2.8 Use Case 60: Certify for Benefits

Actor
Public Customer

Role
Claimant

Trigger Event(s)
     The Claimant wants to certify for benefits.
    Claimant has received notification to certify.
    The Claimant has submitted a paper certification form
Purpose and Objective
Allow Claimant to certify.

Preconditions
    Established claim exists.
    Current active claim.
    Current time period for certification.
    For Partials and Work Sharing, the Employer has already completed their
       portion of the certification.
    For California Training Benefits (CTB), the Training Provider has already
       completed their portion of the certification.
    For paper forms, the form has been scanned, the data has been repaired
       and / or validated and is available to the CCR System.
Post Conditions
    The Claimant has successfully submitted a certification; the request has
      been processed, an appointment has been scheduled, or a form has been
      reissued to the Claimant (paper forms only).
    Payment amount has been calculated and recorded, including all
       deductions and offsets.
    Profiling will be notified as a result of the first payment.
    Base Period Employers will be notified as a result of the first payment.
Basic Flow
 The system will advise the Claimant of the time intervals for which the Claimant
      is eligible to certify.
    The system will attempt to establish the time period for certification and
       validate, through a series of questions, that the current eligibility
       information in the system is both correct and current. Note: The order and

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OFFICE OF SYSTEMS INTEGRATION                                                OSI RFP 7100-181
UIMOD PROJECT                                                      APPENDIX C — PAGE 26 of 70

        type of questions will depend on the outcome of the previous question as
        well as the information on the claim.
     The system rules will determine whether the Claimant met the eligibility
      requirements.2
     If additional information is required or issues are detected, the continued
        claim(s) is put in a pending status, awaiting information or a decision from
        a system or source external to the continued claims process
        (e.g., Recomputation, SAVE verification, appeal or determination
        interview). Any requests for services will be forwarded through workflow
        mechanisms to the appropriate external entity.
     [At this point the Use Case waits for information to be received from Use Case
      Process Decisions. When the information or decision is entered into the system
      through that use case, the Certify for Benefits use case will resume.]
     Based on the results of the information or decision entered, eligibility rules
        will continue to process, leading to a resolution of the pending continued
        claim(s).
     The system will invoke the Calculate Payment use case.
     The system will determine what the Claimant will receive or disposition of
        the certification and explain the results (including any deductions).
     The system will determine and notify the SCDB of the payment amount
        and deductions.
     The system will initiate the payment process via the Initiate Payment
        Distribution Use Case.
     The system will notify Profiling that the first payment has occurred.
     The system will notify Base Period Employers that the first payment has
        occurred.
Alternate Flows
     The Claimant wants to certify for a time period other than the current time
       period.
     If too early, Claimant will be notified of appropriate filing date.
     If too late — automatically schedule an appointment.
     The Claimant wants to certify on a claim that has a zero balance. The
        system will provide information.
     If Claimant is part of Partial or Work Sharing program, the Employer has
        not yet completed their portion of the certification.
     If Claimant is enrolled in CTB, the Training Provider has not yet completed
        their portion of the certification.

2
 The rules for determination of eligibility are very complex and described in detailed in the
California Unemployment Insurance Code (see Bidders’ Library).


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OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 27 of 70

    The claim has expired — can’t certify against the claim. The system will
       provide information.
    The Claimant is currently disqualified and does not have an active appeal.
    If the claimant submits a paper certification, the data will be available in
       step 3 of the normal flow. Additional outcomes for the paper channel are
       routing to additional use cases (Capturing Unscannable Data) or reissuing
       a form to the Claimant.
Associations
    Use Cases including this Use Case:
        Manage Claimant Account
        Process Decisions
    Use Cases included/referenced by this Use Case:
        Capturing Unscannable Data
        Calculate Payment
        Setup and Manage Partials and Work Sharing
        Initiate Payment Distribution




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                             MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                   OSI RFP 7100-181
UIMOD PROJECT                                         APPENDIX C — PAGE 28 of 70




C.2.9 Use Case 61: Interactive Voice Response (IVR)

Actor
Public Customer

Role
Claimant

Trigger Event(s)
     The Claimant has called EDD 800 number for service.
Purpose and Objective
Resolve and satisfy Claimant request with minimal human intervention.

Preconditions
    Claimant has placed a call.
Post Conditions
    Claimant has been routed to the service selected.
Basic Flow
 The Claimant call 800 number which is answer by IVR
    The IVR will provide a menu of options including but not limited to:
    Authenticate users
    Certify for Benefits
    Additional Claim
    Order/request forms
    Status of claim
    Status of payment
    Payment amount
    Change of address
    Change of phone number
    Get a list of appointments
    Cancel or Reschedule appointments
    Select language preference
    Talk to a CSR (see alternate flow)
Alternate Flows
     Claimant selects to speak to a CSR.


Associations

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OFFICE OF SYSTEMS INTEGRATION                                    OSI RFP 7100-181
UIMOD PROJECT                                          APPENDIX C — PAGE 29 of 70

    Capability for CSR to pass control back to the IVR and let IVR
       communicate generic status information.
       In addition there are some technical capabilities required by EDD including
       Computer Telephone Integration (CTI) to allow:
        Transfer of a call to an Actor (CSR, Adjustor, etc.) and automatic
         display of Claimant information and IVR transfer location.
        Transfer a Claimant back to the IVR for automatic retrieval of
         information (this functionality will offload work from the CSR).
        Transfer of work from one CSR to another including coordinated
         transfer of data information.
        Speech recognition.




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OFFICE OF SYSTEMS INTEGRATION                                   OSI RFP 7100-181
UIMOD PROJECT                                         APPENDIX C — PAGE 30 of 70




C.2.10 Use Case 62: Request Lost or Stolen Check Forms

Actor
Public Customer

Role
Claimant

Trigger Event(s)
     Claimant notifies EDD that they have lost his/her check(s).
    Claimant notifies EDD that he/she has not received their check(s).
    Claimant notifies EDD that his/her check(s) was stolen.
Purpose and Objective
Allow system to send a replacement check form or stolen check affidavit to be
sent to the Claimant (e.g., via paper mail, download a form).

Preconditions
    Claim(s) exists.
    The Claimant has been authenticated.
    Check(s) has been issued.
    The Claimant has indicated his/her check(s) has not been received, was
       lost or stolen.
Post Conditions
    Pre-populated form issued to the Claimant.
    Warrant numbers and reason have been recorded on the outgoing form
       and in the system.
Basic Flow
 Claimant enters information regarding lost or stolen check.
    The system determines if the check(s) has been cashed.
    If the check has been cashed, the system will trigger the mailing of the DE
       817 the Forged Endorsement Affidavit, DE 8784 Claimant Missing Check
       Report and request copies of the original check(s) be mailed to the
       Claimant.
    If the check has not been cashed, the system will trigger the mailing of the
       DE 731, Replacement Check Request.
Alternate Flows
     None


Associations

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OFFICE OF SYSTEMS INTEGRATION                              OSI RFP 7100-181
UIMOD PROJECT                                    APPENDIX C — PAGE 31 of 70

    Use Cases including this Use Case:
        Manage Claimant Account
    Use Cases included/referenced by this Use Case:
        None




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OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 32 of 70




C.2.11 Use Case 63: Customer Service

Actor
Employment Program Representative (EPR)

Role
Customer Service Representative (CSR)

Trigger Event(s)
     A person (Employer, Claimant, or General Information Seeker) contacts
      EDD for continued claims services and unemployment information by
      calling the 800 number or submitting a question or comment through the
      EDDCOMM system. The call has been routed through the IVR or the
      inquiry routed through EDDCOMM to a Customer Service Representative.
        Claimant notified that continued claim was incomplete.
        Claimant needs to reschedule determination appointment.
        Claimant not paid after 10 days has passed.
        Claimant submitted claim but it was not received by EDD.
        A Claimant wants to notify EDD that certain information has been
         changed.
        The Employer calls in to report information that may affect the
         Claimant’s eligibility for benefits.
Purpose and Objective
This use case provides the shell under which an EPR (including Adjustor, Claims
Filer, etc.) conducts his/her work. It allows the EPR to navigate information within
EDD to respond to:

    Questions around claims status.
    Questions around payments.
    Questions as to why an action was taken.
    Cancel or reschedule determination appointment.
    Fulfill need for forms.
    Record information.
    Update demographics.
    Lost or stolen check.
    Respond to referrals from Web site.
    Stop the claim from being processed.



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OFFICE OF SYSTEMS INTEGRATION                                         OSI RFP 7100-181
UIMOD PROJECT                                               APPENDIX C — PAGE 33 of 70

    Reset Customer Password.
An EPR may access other functions (use cases) from this use case depending
on his/her Role: (i.e., skill set). For example, if the EPR has appropriate access,
the EPR can do the functions associated with, but not limited to:
    Claims Filer
    Appeals Specialist
    Adjustor
In conducting the work and responding to inquiry, the CSR needs the capability
to:
     Search and lookup Claimant based on various standard search criteria
      including: SSN, ECN, EDD Account Number, Address, Last Name, by
      Employer.
    View Claimant demographics.
    View Claimant continued claims history.
    View Claimant eligibility criteria.
    View appointment information.
    View payment history.
    View address history.
Preconditions
    A person has contacted EDD for information regarding continued claims
      by calling the 800 number. The call has been routed through the IVR to a
      CSR.
Post Conditions
    Response has been provided.
    Record of contact produced and stored.
    Claimant contact information will be logged and ―sent‖ to the UIS system.
Basic Flow
 The CSR will ask the Claimant for identifying information (e.g., SSN or account)
      or the identity has already been passed through the IVR. In which case,
      the CSR may ask for additional identifying information.
    The screen will be populated with the Claimant’s demographic and
       eligibility information (e.g., pending issues, eligibility period, etc.).
    This use case provides the functionality to allow a CSR to respond to
       customer needs regarding continued claims.
    Depending on the Public Customer’s concern, other use cases will be
       invoked.


Alternate Flows

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OFFICE OF SYSTEMS INTEGRATION                                    OSI RFP 7100-181
UIMOD PROJECT                                          APPENDIX C — PAGE 34 of 70

    If the Employer or Claimant’s call is not related to continued claims, the
       CSR will continue servicing the call using the legacy system or transfer the
       call to the appropriate specialist.
Associations
    Use Cases including this Use Case:
        None
    Use Cases included/referenced by this Use Case:
        Update Demographics via the Internet
        Update Eligibility Information — CSR
        Process Work Queue — Adjustor
        Cancel or Reschedule Appointment
        Reset Password




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OFFICE OF SYSTEMS INTEGRATION                                       OSI RFP 7100-181
UIMOD PROJECT                                             APPENDIX C — PAGE 35 of 70




C.2.12 Use Case 64: Update Eligibility Information — CSR

Actor
Employment Program Representative

Role
Customer Service Representative

Trigger Event(s)
     Change in conditions that affect eligibility (e.g., new periods of
      employment or reporting breaks in certification for reasons other than new
      employment, dropped out of school, vacation).
    Claimant has contacted CSR (either via phone or mail).
Purpose and Objective
Update eligibility information.

Preconditions
    CSR is logged in to the system.
    Claimant has change in eligibility information.
    Employer has provided information regarding Claimant’s eligibility.
    Claim(s) exist.
Post Conditions
    The original eligibility information, the corrected/updated submission, and
      maintain complete eligibility information history have been recorded.
    Date for change in eligibility information (effective and updated) has been
       recorded.
    If eligibility status changes, a notification of change in eligibility
       requirements (e.g., seek work plan change) and/or determination interview
       will be sent to the Claimant if required.
    Any earnings information pertaining to a particular week has been
       recorded.
    Information about transactions that failed to meet verification requirements
       (i.e., detected fraud transactions) has been captured.




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OFFICE OF SYSTEMS INTEGRATION                                      OSI RFP 7100-181
UIMOD PROJECT                                            APPENDIX C — PAGE 36 of 70

Basic Flow
 The CSR will retrieve the Claimant’s profile (eligibility information) by entering
      Claimant’s identification information (e.g., SSN, last name).
    The system will display the current eligibility information to the CSR.
    The CSR will update eligibility information by entering the new information
       on the screen and submitting the change. The CSR can update one or
       multiple fields/elements (e.g., type of change, date of change).
    Depending on which elements are changed, the system will specify and
       prompt the CSR to gather additional information from the Claimant. If new
       employment is indicated, wages, and days and hours worked as well as
       new last Employer will be required.
    The system will validate changed fields against a set of pre-defined rules
       and if changes are permissible and if no additional information is required
       the system will update the claim information databases.
    The system provides real-time confirmation of the updated information.
    In case of a change in eligibility, the system will notify the Claimant of a
       change in eligibility requirements (e.g., seek work plan change) and/or
       determination interview will be sent to the Claimant if required. (Note:
       method of notification is recorded.)
Alternate Flows
     If additional information is required that cannot be collected or validated in
       real time, a workflow will be created to collect and validate the additional
       information.
Associations
    Use Cases including this Use Case:
        Customer Service
    Use Cases included/referenced by this Use Case:
        None




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OFFICE OF SYSTEMS INTEGRATION                                   OSI RFP 7100-181
UIMOD PROJECT                                         APPENDIX C — PAGE 37 of 70




C.2.13 Use Case 65: Cancel or Reschedule Appointment

Actor
Employment Program Representative

Role
Customer Service Representative

Trigger Event(s)
     Claimant needs to cancel or reschedule an appointment.
Purpose and Objective
Claimant calls in to cancel or reschedule an appointment.

Preconditions
    Claimant has already a scheduled appointment.
Post Conditions
    The system has either cancelled or rescheduled the appointment.
    The system has requested a new appointment to be generated.
Basic Flow
 The system will display current appointment data and time (Note: Appointment
      information will be retrieved from the legacy scheduling system).
    The CSR will inquire as to reason for changing the appointment. (Note:
       Some reasons may invoke a new eligibility issue.)
    The Claimant has the option to a) cancel or b) cancel and reschedule.
    The CSR will select the appropriate option.
    The system will notify the CSR that the request has been accepted.
    The legacy system will notify the Claimant.


Alternate Flows
     None
Associations
    Use Cases including this Use Case:
        Manage Claimant Account
        Customer Service
    Use Cases included/referenced by this Use Case:
        None




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OFFICE OF SYSTEMS INTEGRATION                                   OSI RFP 7100-181
UIMOD PROJECT                                         APPENDIX C — PAGE 38 of 70




C.2.14 Use Case 66: Reset Customer Password

Actor
Employment Program Representative

Role
Customer Service Representative

Trigger Event(s)
     Customer has called in and asked to reset password.
Purpose and Objective
Reset Password.

Preconditions
    Claim(s) exist.
    Customer (e.g., Claimant, Employer, Training Provider) has been
       authenticated.
    Password has been revoked by the system (may be as a result of excess
       unsuccessful attempts).
Post Conditions
    Password has been reset to a temporary password generated by the
      system.
    The customer is prompted to change password immediately.
Basic Flow
Claimant calls a CSR and requests password to be reset.
    The CSR will request the system reset the password.
    The system will reset the password and notify the client via mail.
Alternate Flows
     None
Associations
    Use Cases including this Use Case:
        Customer Service
    Use Cases included/referenced by this Use Case:
        None




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OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 39 of 70

C.2.15 Use Case 67: Additional Claim

Actor
Employment Program Representative/Public Customer

Role
Claims Filer/Claimant

Trigger Event(s)
     Claimant contacts EDD to claim UI.
Purpose and Objective
    Enable the Claims Filer to process a new period of unemployment
      (Additional Claim).
    Enable the Claimant to file a new period of unemployment (Additional
       Claim).
Preconditions
    Claim(s) exists.
    Subsequent employment.
    Separated from that employment.
    Claimant has been authenticated.
Post Conditions
    Additional Claim has been filed.
    If appropriate, Employer has been sent a notification of Additional Claim
       Filed.
    If appropriate, a determination interview has been scheduled.
Basic Flow
 The Claims Filer will update last day of work, last Employer information, the
      reason for separation, etc.
    The system will validate all fields and validate combinations of answers to
       ensure consistency.
    The system will validate last Employer information against New Employee
       Registry (NER) or Tax Accounting System (TAS) or both.
    The system will evaluate compliance and process the Additional Claim.
    If Claimant’s separation reason raises an eligibility issue, a determination
       interview will be scheduled. The Claimant will be notified by mail of the
       interview.
    If appropriate, a notice will be sent to the Employer with the Claimant’s
       statements (to give the Employer the opportunity to protest the claim).

Alternate Flows

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OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 40 of 70

    If validation errors occur, the system will prompt the Claims Filer or the
       Claimant to clarify the data items that caused the validation errors.
    If unmet eligibility conditions exist, the system must prompt Claims Filer or
       the Claimant to clarify unmet eligibility requirements within defined
       constraints.
    If the last Employer information isn’t selected from NER or base period
       Employers, then the only validation that can be done is with the address in
       USPS.
Associations
    Use Cases including this Use Case:
        Customer Service
    Use Cases included/referenced by this Use Case:
        Certify for Benefits




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                             MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                       OSI RFP 7100-181
UIMOD PROJECT                                             APPENDIX C — PAGE 41 of 70




C.2.16 Use Case 68: Update Certification Information

Actor
Employment Program Representative

Role
Adjustor

Trigger Event(s)
     Claimant has placed a call and has been routed through the IVR to a
      CSR/Adjustor, e.g., the Claimant has made an error and wants to correct
      it.
    Alternatively, there is an update certification event in one of the adjustors’
       work queues and the Adjustor has selected the item to work on.
Purpose and Objective
Enable the Adjustors to receive updated continued claim(s) information from a
Claimant and allow the system to process the affected continued claim(s) based
on the updated information. The Adjustor should be able to go back to older
claims that will result in a re-evaluation of prior certifications.

Preconditions
    Claim(s) exists.
    The system has processed the continued claim.
Post Conditions
    The information has been updated and the certification reflects the correct
      information. (Note: secondary use cases may be invoked as a result of the
      updated information.)
Basic Flow
 The Adjustor will retrieve the information about the Claimant and associated
      certification information.
    The Adjustor will determine what week(s) the Claimant wants to correct.
    The system will provide the Adjustor with information about the continued
       claim(s), and the status of those claims.
    In the event of multiple claims, the Adjustor should be able to select the
       claim to get detailed information.
    The Adjustor may choose to update (capturing new information, but not
       deleting the old) the continued claims information by entering the new
       information and submitting the change.
    Depending on which elements are changed, the system will specify and
       prompt the Adjustors for additional information.


c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                             MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                      OSI RFP 7100-181
UIMOD PROJECT                                            APPENDIX C — PAGE 42 of 70

    The system will validate updated fields against a set of rules (see
       Functional Requirements below) and if updates are permissible and if no
       additional information is required the system will update the continued
       claim(s).
    The system will present the Adjustors with information on updated
       continued claims. If confirmed, the system will re-evaluate the status of the
       continued claim. (Note: the rules that govern the re-evaluation are
       contained within the Certify for Benefits use case.)
    The system will notify the Adjustor of the outcome of the updated
       certification.
Alternate Flows
     If the Claimant is in the partial program, the Adjustor will require additional
       Employer information — the system must validate that the Employer’s
       information is on file.
    If an employee associated with the partial program has certified for
       benefits but the associated Employer has not filed for the week, the
       system will place the certification into a workload queue.
Associations
    Use Cases including this Use Case:
        Customer Service
    Use Cases included/referenced by this Use Case:
        Certify for Benefits




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OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 43 of 70




C.2.17 Use Case 69: Capturing Unscannable Data

Actor
Employment Program Representative

Role
Adjustor

Trigger Event(s)
     The OCR cannot capture all data present on continued claim form.
    Missing or conflicting data is present on paper continued claim form.
Purpose and Objective
    Provide the means to:
    Collect additional information the scanners cannot collect.
    Resolve data inconsistencies.
    Confirm missing information.
Preconditions
    A continued claim form has been received via mail/scanners and it
      requires additional information to be added to the certification that cannot
      be read by the OCR.
    The work queue(s) has been prioritized according to established business
       rules. (Note: it is assumed that the system will maintain various work
       queues for the Adjustor and the Adjustor will be prompted to take action
       when work appears in the work queue.)
    The adjustor is able to access images of the paper DE4581 form to review
       the missing information.
Post Conditions
    Continued claim is paid.
    Continued claim is pending awaiting a scheduled determination
       appointment.
    Continued claim form is reissued.
    Continued claim status is updated and the Claimant notified.
    Dispute resolved and new check issued.
    Dispute resolved but check is not required.
   (All the above post conditions look like they belong in the Certify for Benefits
   use case. The only post-condition of this use case, should be around the
   unscannable data being captured and stored.)
    Unscannable data has been captured.

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OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 44 of 70

      Reason for update is captured.
      Source of information used in update is captured.
Basic Flow
 Adjustor selects the next continued claims exception to be processed from the
      work queue.
       The system displays continued claims information and the exception
        conditions that are preventing processing.
       The Adjustor updates needed information to resolve the exception.
        (Note: the information may include:
         Updating work and Employer information.
         Updating a new address or phone number.
         Clarifying the Claimant’s response.
         Validating a Training Provider signature or work search requirement.)
         The system will present the Adjustor with the results of the updated
          information.
         Updating the reason for the update.
         Updating the source of the updated information (e.g. call to claimant,
          form, attachment, postal directory).
Alternate Flows
     Correcting or removing wages reported.
      Removing work and Employer information.
      Capturing additional income information (earned and non-earned).
      Capturing data from damaged forms.
      Capturing other problematic certification data
Associations
    Use Cases including this Use Case:
         Customer Service
         Update Certification Information
         Update Demographic Information
         Update Eligibility Information
      Use Cases included/referenced by this Use Case:
         Calculate Payment
         Processing Work Queues — Adjustor




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                           MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                    OSI RFP 7100-181
UIMOD PROJECT                                          APPENDIX C — PAGE 45 of 70

C.2.18 Use Case 70: Processing Work Queues — Adjustor

Actor
Employment Program Representative

Role
Adjustor

Trigger Event(s)
     A continued claim workload item has been routed to an Adjustor work
      queue from the Update Eligibility Information — CSR use case (1.7.2).
    Information has been received from an external entity and a continued
       claim workload item has been identified and routed to an Adjustor work
       queue (use case 1.7.11).
Purpose and Objective
Record the additional information or to implement the decision from the external
entity(ies).

Preconditions
    Adjustor is logged on to the system.
    Claim(s) exist.
    There is a continued claim workload item in the current adjustor work
       queue.
Post Conditions
    The work queue item(s) has been resolved by the Adjustor.
    A request for adjustment has been sent to Insurance Accounting Division.
Basic Flow
 The Adjustor will select the continued claim workload item from the work queue
      and the system will retrieve the claim information.
    The Adjustor (or system) must identify all affected weeks.
    The Adjustor will determine what information is required and decide if
       other use cases need to be invoked (e.g., Update Eligibility, Update
       Certification Information, Update Demographics).
Alternate Flows
     Return workload item to the work queue.
Associations
    Use Cases including this Use Case:
        Process Decisions
        Capture Unscannable Data




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                           MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                               OSI RFP 7100-181
UIMOD PROJECT                                     APPENDIX C — PAGE 46 of 70

    Use Cases included/referenced by this Use Case:
        Calculate Payment
        Update Certification Information
        Update Eligibility Information — CSR




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                     MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                              OSI RFP 7100-181
UIMOD PROJECT                                                    APPENDIX C — PAGE 47 of 70




C.2.19 Use Case 71: Insurance Accounting Division (IAD) Service
       Request

Actor
Employment Program Representative

Role
Adjustor

Trigger Event(s)
     Week-ending date on an issued payment needs to be changed.
     Issued payment needs to be transferred to a different claim.
     Claim information needs to be corrected (e.g., change the effective date of
        the claim, SSN, base period wages).
Purpose and Objective
To request that IAD take some action (e.g., transfer payment to another claim,
change week-ending date on an issued payment, change the effective date of
the claim).

Preconditions
    Claim(s) exists.
     An adjustor has determined that IAD needs to take some action.
Post Conditions
    Request is received by IAD.
Basic Flow3
 The Adjustor determines a payment or a claim must be corrected.
     The Adjustor sends a message to IAD with the requested changes.
     The system records the request, date sent and follow-up date.
     IAD reports request completed.
Alternate Flows
     The claim will be routed to a work queue if the request is not completed by
       the follow-up date.
Associations
    Use Cases including this Use Case:

3
  The functionality today exists in the Benefits Accounting Systems (BAS). Once the information
is updated in the BAS it must also be updated in the CCR system. Since this is a loosely coupled
process, the updates from BAS will be captured and processed by the Process Decision use
case. Alternatively, the workflow of this use case could be designed to wait for information from
BAS and continue with the update of the CCR system data.


c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                                        MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                               OSI RFP 7100-181
UIMOD PROJECT                                     APPENDIX C — PAGE 48 of 70

        Update Certification Information
        Processing Work Queues — Adjustor
        Process Decisions
    Use Cases included/referenced by this Use Case:
        None




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OFFICE OF SYSTEMS INTEGRATION                                 OSI RFP 7100-181
UIMOD PROJECT                                       APPENDIX C — PAGE 49 of 70




C.2.20 Use Case 72: Calculate Payment

Actor
System

Role
Trigger Event(s)

    The use cases that invoke the need to calculate payment.
Purpose and Objective
Determine payment amount.

Preconditions
    Claim(s) exist.
    Claimant has certified for benefits.
Post Conditions
    Payment amount due to Claimant is known.
Basic Flow
 System applies rules to calculate the payment amount.
Alternate Flows
     None
Associations
    Use Cases including this Use Case:
        Process Work Queues — Adjustor
        Replacement Check
        Certify for Benefits
    Use Cases included/referenced by this Use Case:
        None




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OFFICE OF SYSTEMS INTEGRATION                                  OSI RFP 7100-181
UIMOD PROJECT                                        APPENDIX C — PAGE 50 of 70




C.2.21 Use Case 73: Initiate Payment Distribution

Actor
System

Role
N/A

Trigger Event(s)
     Payment amount is known and payment is due.
Purpose and Objective
Distribute payment to the Claimant.

Preconditions
    Claim(s) exist.
    Claimant has certified for benefits.
    Payment due to Claimant.
Post Conditions
    Payment distributed to Claimant.
Basic Flow
 The system accumulates all payments for each week calculated (by the
      Calculate Payment Use Case).
    The system will update the databases.
    The system will schedule payment (by posting payment to a work queue)
       to be disbursed by appropriate payment authority/systems, (e.g., ODPD).
Alternate Flows
     None
Associations
    Use Cases including this Use Case:
        Certify for Benefits
        Process Decisions
        Replacement Check
    Use Cases included/referenced by this Use Case:
        None




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OFFICE OF SYSTEMS INTEGRATION                                  OSI RFP 7100-181
UIMOD PROJECT                                        APPENDIX C — PAGE 51 of 70




C.2.22 Use Case 74: Replacement Check

Actor
Employment Program Representative

Role
Adjustor

Trigger Event(s)
     Claimant returns DE 731 or DE 817/8784 to EDD.
    Check has been cancelled and needs to be replaced.
Purpose and Objective
Cancel check and issue replacement check or, in case of fraud detection, cancel
check and initiate an investigation.

Preconditions
    Check has been issued and mailed.
Post Conditions
    If check has not been cashed, the old check is cancelled and a
      replacement check is issued.
    If check has been cashed by a party other than the Claimant, then an
       investigation is invoked.
Basic Flow
 The Adjustor has received a request for replacement of a benefit check(s).
    The Adjustor accesses the Claimant’s payment history.
    The Adjustor selects the affected warrants and validates the reason(s) for
       replacement and updates if necessary.
    The Adjustor authorizes the replacement check and the system invokes
       Calculate Payment and Initiate Payment Distribution use cases.
Alternate Flows
     If the check was previously reported lost and has since been cashed, the
       replacement check will not be issued.
    If the check was previously reported stolen and has since been cashed,
       an investigation is initiated.
Associations
    Use Cases including this Use Case:
        Customer Service
    Use Cases included/referenced by this Use Case:
        Calculate Payment

c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                         MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                        OSI RFP 7100-181
UIMOD PROJECT                              APPENDIX C — PAGE 52 of 70

        Initiate Payment Distribution




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OFFICE OF SYSTEMS INTEGRATION                                    OSI RFP 7100-181
UIMOD PROJECT                                          APPENDIX C — PAGE 53 of 70




C.2.23 Use Case 75: Process Decisions

Actor
Employment Program Representative

Role
Adjustor

Trigger Event(s)
     An external party has rendered a decision that affects eligibility, which
      may include previous claims. If a claim has already been filed, the Certify
      for Eligibility use case will be invoked. Examples include:
        Action instigated by legislation,
        ALJ,
        Determination interview,
        Appeals specialist,
        Overpayment specialist,
        Recomputation, etc.
Purpose and Objective
To identify the weeks affected by the decision, the source of the decision and the
effect of the decision. There are three types of decisions, all specific to the
Claimant (individual weeks, the entire claim or many weeks across claims).

Preconditions
    Claim(s) exists.
    Decision exists.
Post Conditions
    Each week reflects the impact of the decision.
Basic Flow
 The Adjustor has received the decision.
    The Adjustor selects the impacted Claimant.
    The Adjustor identifies the time frame impacted by the decision.
    The system presents the weeks affected.
    The Adjustor confirms all week affected, or modifies the system’s
       selection.
    The Adjustor records the impact of the decision on selected weeks.
    The system invokes appropriate secondary use case(s).



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OFFICE OF SYSTEMS INTEGRATION                                  OSI RFP 7100-181
UIMOD PROJECT                                        APPENDIX C — PAGE 54 of 70

    The system presents the Adjustor with the results of the decision on the
       affected week(s).
Alternate Flows
     None.

Associations
    Use Cases including this Use Case:
        None
    Use Cases included/referenced by this Use Case:
        Certify for Benefits
        Update Eligibility
        Calculate Payment
        Initiate Payment Distribution




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OFFICE OF SYSTEMS INTEGRATION                                              OSI RFP 7100-181
UIMOD PROJECT                                                    APPENDIX C — PAGE 55 of 70




C.2.24 Use Case 76: Manage Workflow

Actor
Manager

Role
Workflow Administrator

Trigger Event(s)
     New staff person has been hired and needs to be added to establish
      Role(s) and system access privileges.
       Staffing schedule and or workload has changed.
       Skill level of employee has increased.
       Termination of employee.
Purpose and Objective
Based on the workload or any other trigger event, Managers may want to assign
additional person to receive work from various work queues (typically scheduled
or managed dynamically).

The Workflow Administrator should have the ability to:
    Review staff roles and current assignments.
       Change (add/remove) Role of an employee.
Preconditions
    Employee is already registered in the system with unique User ID.
Post Conditions
    Employee Role has changed.
Basic Flow4
 Workflow Administrator will login to the system and select option to administer
      employee Roles.
       The Workflow Administrator views all current Roles of all employees.
       The Workflow Administrator selects an employee to assign/update/remove
          their role.
       The system confirms the change.
Alternate Flows
     If required the system should support workflow to allow further notification
       and perhaps secondary approval before roles goes into effect.


4
    This use case must be aligned with CCNPAU’s skills-based routing use case.


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OFFICE OF SYSTEMS INTEGRATION                               OSI RFP 7100-181
UIMOD PROJECT                                     APPENDIX C — PAGE 56 of 70

Associations
    Use Cases including this Use Case:
        None
    Use Cases included/referenced by this Use Case:
        None




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                     MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 57 of 70




C.2.25 Use Case 77: Manage Business Rules

Actor
Manager

Role
Business Rules Administrator

Trigger Event(s)
     Legislative or policy change.
    Process improvement suggested.
    New fraud pattern detected.
Purpose and Objective
To allow the business to establish and update rules governing the different types
of rules of the UI program, for example, eligibility validation, address validation,
certification criteria, compliance conditions, deduction rules, calculation rules.
To allow the business to establish and update system rules for detection of
potential fraud.

Preconditions
    Existing system.
Post Conditions
    Rules are changed.
Basic Flow
 A rule change request is initiated.
    The request goes through a change management process, including
       testing, simulation, etc.
    The rule gets applied to the production system.
Alternate Flows
     None
Associations
    Use Cases including this Use Case:
        None
    Use Cases included/referenced by this Use Case:
        Fraud Condition Detected




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OFFICE OF SYSTEMS INTEGRATION                                   OSI RFP 7100-181
UIMOD PROJECT                                         APPENDIX C — PAGE 58 of 70




C.2.26 Use Case 78: Monitor and Assign Workload

Actor
Manager

Role
Operations Manager

Trigger Event(s)
     Workload has changed.
    Staffing levels have changed.
    Need for planning.
Purpose and Objective
Managers must be able to monitor workload by group, site and department
activities, including number of claims processed, number of claims passed a
specified due date, Adjustor backlog, etc.
Managers must be able to reallocate, adjust workload, and establish priorities on
work queues (e.g., First Payment Time Lapse, hardship, number of calls from
Claimant, legislative intervention).

Preconditions
    Workload needs to be processed.
Post Conditions
    Resources are allocated to current workload needs.
Basic Flow
 Manager monitors workload by group, site and department activities, including
      number of claims processed, number of claims passed a specified due
      date, backlog, etc.
    Manager adjusts staff resources as needed.
Alternate Flows
     Manager needs to add or remove a work queue.
Associations
    Use Cases including this Use Case:
        Manage Workflow
    Use Cases included/referenced by this Use Case:
        None




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OFFICE OF SYSTEMS INTEGRATION                                    OSI RFP 7100-181
UIMOD PROJECT                                          APPENDIX C — PAGE 59 of 70




C.2.27 Use Case 79: Reporting

Actor
Manager, Fraud Analyst or Program Analyst

Role
Operations Management, Fraud Analyst or Reporting Analyst

Trigger Event(s)
     Reporting period has concluded.
    Data inquiry is received.
    Need to search for new fraud conditions.
Purpose and Objective
This use case will allow reports and queries to be generated (both standard and
ad hoc).

Preconditions
    Data is captured.
    Standard data elements are established.
    Ad hoc data elements are parameterized.
Post Conditions
    Standard report is generated automatically.
    Ad hoc report is generated as needed.
Basic Flow
 User selects report(s) to be generated.
    If ad hoc report, user selects data elements and time frame required.
    System runs query.
    System displays query.
    User can initiate printing or export data to other software.
Alternate Flows
     None
Associations
    Use Cases including this Use Case:
        None
    Use Cases included/referenced by this Use Case:
        Fraud Condition Detected



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OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 60 of 70

C.2.28 Use Case 80: Setup and Manage Partials and Work Sharing

Actor
Public Customer

Role
Employer

Trigger Event(s)
     The Employer submits the week ending pay period information weekly
      (partials or Work Sharing) or bi-weekly (Work Sharing only).
Purpose and Objective
This use case allows Employers to use the Internet to submit information
regarding periods of non-work as part of the continued claims process for each
employee on the Work Sharing or partial program(s).

Note: In certain industries such as fishing and construction, that are experiencing
seasonable or periodic workload, Employers can sign up their employees for the
Work Sharing or partial programs. The partial program allows employees who
are temporarily out of work (or between work) to receive partial unemployment
benefits while waiting for the next job. The Work Sharing program is similar but
allows an Employer to reduce the hours worked for an employee and allow that
employee to receive unemployment compensation for their percent reduction in
hours worked.

Preconditions
    Claimant has filed a claim.
    The name, address, and the state-issued tax ID of the Employer is on file
       with EDD.
    The Employer has been previously enrolled into the system.
Post Conditions
    The Employer has certified with EDD.
    The payroll week ending date and additional information is recorded for
       each affected employee.
Basic Flow
 The Employer logs in to the EDD Web site.
    The system displays a list of all of that Employer’s employees on the
       partial/Work Sharing Program.
    The Employer updates the employee, week, and wages earned, etc., and
       submits the information (via the Web entry) to EDD.
    There will be situations where EDD will notify the Employers of the status
       of Claimants.


c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                            MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                  OSI RFP 7100-181
UIMOD PROJECT                                        APPENDIX C — PAGE 61 of 70

Alternate Flows
     The Employer should be able to add or delete employees to the list.
Associations
    Use Cases including this Use Case:
        None
    Use Cases included/referenced by this Use Case:
        None




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                         MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                    OSI RFP 7100-181
UIMOD PROJECT                                          APPENDIX C — PAGE 62 of 70




C.2.29 Use Case 81: Fraud Condition Detected

Actor
Program Analyst

Role
UI Branch Fraud Analyst

Trigger Event(s)
     Pre-established search conditions (e.g., same phone number or IP
      address for multiple claims, multiple attempts to certify, frequent address
      changes, atypical demographic changes) have occurred.
    A new fraud condition has been reported.
Purpose and Objective
Analyze past data (yesterdays, last week, last month) to determine anomalies in
order to detect fraud.

Preconditions
    Multiple report and analysis programs have been run as part of scheduled
      job.
    Anomaly(ies) has been detected and stored in a work queue/workflow.
Post Conditions
    Fraud Analyst has determined that a fraudulent condition is likely present.
    Fraud Analyst has submitted information to Investigation Division.
Basic Flow
 The Fraud Analyst is notified about a fraud condition based on preset patterns
      that have been analyzed. Typical information involves Claimant number,
      data, and type of fraud.
    The Fraud Analyst will review Claimant eligibility and demographics data
       including history.
    If data is suspect, the Fraud Analyst will begin investigation which may
       require contacting Employer.
    If suspicion substantiated further, the Fraud Analyst will document the
       information and submit to the Investigation Division.
Alternate Flows
     New pattern or fraud condition is detected.
    New pattern of fraud or condition is entered into the system.



Associations

c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                             MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                               OSI RFP 7100-181
UIMOD PROJECT                                     APPENDIX C — PAGE 63 of 70

    Use Cases including this Use Case:
        None
    Use Cases included/referenced by this Use Case:
        Reporting
        Manage Business Rules




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                     MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                         OSI RFP 7100-181
UIMOD PROJECT                                               APPENDIX C — PAGE 64 of 70




C.2.30 Use Case 82: Publishing Content

Actor
Program Analyst

Role
Web Analyst

Trigger Event(s)
     New Web content has been received.
Purpose and Objective
Publish content to department’s Web site.

Preconditions
    Change is ―content only‖ and does not require any programming or other
      Web site modification(s).
     Content has received all approvals from appropriate authorities (e.g., UI
       Branch, MACS).
Post Conditions
    Content approved and published.
Basic Flow5
 Web Analyst(s) enters new information into Web content system and provides
      location of information to be added or replaced.
     Web Analyst sends information to authorizer.
     System notifies authorizer that new content is available for review and/or
       approval.
     Authorizer indicates approval and submits (publishes) change to Web site.
Alternate Flows
     Content is not approved by authorizer.
Associations
    Use Cases including this Use Case:
        None
     Use Cases included/referenced by this Use Case:
        None




5
 This use case will be aligned with CCNPAU since content must be synchronized between Web
and IVR.


c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                                  MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                   OSI RFP 7100-181
UIMOD PROJECT                                         APPENDIX C — PAGE 65 of 70




C.2.31 Use Case 83: Web Correspondence

Actor
Program Analyst/Employment Program Representative

Role
Web Correspondence Analyst

Trigger Event(s)
     Web Correspondence is received.
Purpose and Objective
To process Customer correspondence via the Internet. Note: EDDCOMM may
provide this functionality, but that needs to be confirmed.

Preconditions
    Correspondence has been submitted.
Post Conditions
    Correspondence has been answered/resolved.
    Correspondence has been captured (i.e., counted for reporting purposes).
    Outstanding correspondence has been escalated for resolution
       (e.g., aging report).
Basic Flow
 Web Correspondence analyst is notified by the system that items are available
      for review and require action.
    Web Correspondence analyst reviews each correspondence item and
       initiates a response to the sender.
Alternate Flows
     Correspondence must be forwarded to another analyst/work queue/office.
    Correspondence cannot be responded to (e.g., no return e-mail address).
    Analyst adds frequently asked question to the system UI faq page, along
       with answer to the question
    Analyst updates the list of categories that are available for the Customer
       to choose from when submitting a question.
Associations
    Use Cases including this Use Case:
        None
    Use Cases included/referenced by this Use Case:
        None


c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                          MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 66 of 70




C.2.32 Use Case 84: Continued Claims Systems Account
     Management

Actor
System Account Administrator

Role
Account Manager

Trigger Event(s)
     New employee who requires access to continued claims or employee
      terminated or no longer needs access to continued claims.
    A form has been approved by supervisor and routed via workflow to
       System Account Administrator.
Purpose and Objective
    Establish/revoke a User ID and temporary password for employee in the
      CCR System.
    Create or suspend account in the CCR System.
Preconditions
    A form has been approved by supervisor and routed to System Account
      Administrator.
Post Conditions
    User account established in continued claims or account suspended.
    Supervisor has been notified.
Basic Flow
     1. The System Account Administrator will login to the system and access
        account management capabilities.
            a. If new account:
                    i. The System Account Administrator will enter new
                       Employee information (see requirements).
                         ii. A new account is established.
                               iii. The system will notify the supervisor that
                                    account was created.
     b. If account termination:
         i. The System Account Administrator will enter employee identifier and
            the system will display current account information.
                 ii. The System Account Administrator will be provided option to
                     change the state of the account: active, suspended, deleted.


c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                             MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 67 of 70

                      iii. The system will notify the supervisor that account status
                           was changed.
Alternate Flows
     None
Associations
    Use Cases including this Use Case:
        None
    Use Cases included/referenced by this Use Case:
        None




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                            MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                     OSI RFP 7100-181
UIMOD PROJECT                                           APPENDIX C — PAGE 68 of 70




C.2.33 Use Case 85: Setup and Manage California Training Benefits
       (CTB)

Actor
Public Customer

Role
Training Provider

Trigger Event(s)
     The Training Provider submits the week ending pay period information
      weekly or biweekly.
Purpose and Objective
The Training Provider needs to submit certification that a Claimant is in active
training status to allow a Claimant to receive benefits.

Preconditions
    Claimant has filed a claim.
    The Claimant is enrolled in an approved training program.
    The Training Provider is registered with EDD.
Post Conditions
    The Training Provider provides EDD with the Claimant’s attendance
      records for each week that he/she attends training.
Basic Flow
 The Training Provider logs in to the EDD Web site.
    The System displays a list of all the CTB students enrolled in that Training
       Provider’s program.
    The System will be able to identify the period that the Claimant is eligible
       for certification.
    The Training Provider or authorized staff updates the Claimant’s
       attendance information for each week the Claimant is eligible for
       certification.
Alternate Flows
     None
Associations
    Use Cases including this Use Case:
        None
    Use Cases included/referenced by this Use Case:
        Certify for Benefits

c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                            MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                       OSI RFP 7100-181
UIMOD PROJECT                                             APPENDIX C — PAGE 69 of 70




C.2.34 Use Case 86: Certify for Benefits- Phase 1 IVR and Web

Actor
Public Customer

Role
Claimant

Trigger Event(s)
     The Claimant wants to certify for benefits.
    Claimant has received notification to certify.
Purpose and Objective
Allow Claimant to certify via the IVR and Web. This Use Case assumes that the
DE4581 forms will continue to be mailed out to claimants during the life of the
Phase 1 system.

Preconditions
    The Claimant has established a Personal Identification Number (PIN) to
      be used as a digital signature.
Post Conditions
    The Claimant has successfully submitted a continued claim, and the
      request has been submitted to the UIS system for processing,
    The Claimant is informed that the claim was accepted for processing.
Basic Flow
    The system will check for an active claim, and advise the Claimant of the
      time intervals for the current continued claim.
    The system will ask questions to verify that the Claimant meets the
       ―clearance criteria‖ which allow use of the IVR and Web:
    The system will request and capture the current continued claim
       information (the DE 4581) from the Claimant.
    The system will submit the captured continued claim to the UIS system in
       a format identical to that of the paper process.
    The system will advise the claimant that the certifications have been
       received.
Alternate Flows
     The Claimant wants to certify for a time period other than the current time
       period.
    The Claimant does not have a current active claim, in which case the
       system will inform the Claimant that there is a problem, and that the
       Claimant must either file with the paper 4581 or contact EDD.

c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                             MARCH 23, 2007
OFFICE OF SYSTEMS INTEGRATION                                  OSI RFP 7100-181
UIMOD PROJECT                                        APPENDIX C — PAGE 70 of 70

    The Claimant does not meet the ―clearance criteria‖ which allow use of the
       IVR and Web:
        Work or wages information
        Address changes
        California Training Benefits (CTB)
        Work Sharing
        Partials




c124fe82-1b5c-4b37-80a9-3c1433146e1f.doc                        MARCH 23, 2007

								
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