The Unemployment Program needed an information technology upgrade to improve service for claimants. Applicants could only file for unemployment benefits by using a paper form or by calling their local unemployment office.

The paper forms were only available through Jobcentre offices. The interactive voice response system (IVR) was limited due to its inability to route calls to the next available caseworker, often causing claimants to wait for an hour or more just to connect to a caseworker. In areas where unemployment was prevalent, caseworkers were overloaded. In other areas, caseworkers were available.

No matter how an application or other form came into the system, it was processed using computer programs more than 30 years old. The frustration was high for state employees.

The call centres were designed and staffed to take an average of 2,000 to 2,200 initial claims per week, not more than 7,500.


The Kariminia team working to design a customer service solution to process applications using latest CRM computerised technology.

After three sessions with employees from different offices the main areas of need were broadly identified as:
 

• call center upgrades

• claims filing for applicants and employers

After a feasibility study, Kariminia was rewarded to assist in computerisation of CRM processes for managing an online/IVR based claimant.

 

This page last updated on 21 June 2008 - ©1996-2008 Kariminia LTD All Rights Reserved
 

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