N.Y. Gov. Hochul Announces Modernization Milestone for the New York State Department of Labor
Governor
"The struggles that
Over the next 24 months, NYSDOL, in partnership with ITS, will:
* Develop and implement a new omni-channel contact center that will utilize bot-driven technology designed to answer specific questions about a customer's claim.
* Unveil an upgraded forms management system that will work with the current system to enable customers to submit proper forms for rapid processing.
* Establish a new intranet system to improve NYSDOL internal training and assist Call Center staff in streamlining the claims process for greater efficiency.
* Advance the Department's UI system modernization project, which will replace the antiquated legacy mainframe with a state-of-the-art, real-time system.
* Create a new operating model that will deliver operational efficiencies, improve, and increase agent and customer engagement.
NYSDOL's Unemployment Insurance Division is funded by
When the COVID-19 pandemic initially hit
NYSDOL also implemented the following technological measures throughout this timeframe of the pandemic:
* Phone System Upgrades: NYSDOL rolled out a newly updated and streamlined automated phone system that better connects unemployed New Yorkers with the help they need.
* Perkins: The Department utilized new bot technology to improve user experience. NYSDOL launched 'Perkins', a chatbot on the NYSDOL website named after
* New Google Application: NYSDOL partnered with Google Cloud to create a cloud-based application, which can automatically scale to the number of incoming claims at any time.
* Customer Relationship Management Tool: Under continuous development, this tool helps track and manage workloads, provides agents with the correct information to relay to callers, and assists agents in resolving customer issues. The CRM also provides customers with access to more self-serving options, which reduces call volume.
* DocuSign: NYSDOL launched a streamlined process using DocuSign for submitting previous weeks' certifications, also known as backdated certifications, allowing New Yorkers to get paid easier and faster. Customers no longer have to call to back certify. Previously, backdated certifications could only be done over the phone with a live representative. The new system allows certifications to be completed online faster. Since implementing DocuSign into its operations, NYSDOL has expanded its use to assist customers efficiently and securely.
* Improved communications: NYSDOL rolled out a process to directly text and email applicants the status of their claim as it moves through the approval process.This system has sent over 100 million emails and text messages, including status updates, to customers throughout the pandemic. The Department also regularly posts on its social media platforms to connect New Yorkers to evolving information about changes that would impact them, as well as promoting job search tools, career-building assistance, and access to thousands of available job opportunities statewide.
* Website: NYSDOL reorganized its website to make it easier for New Yorkers to find critical UI benefit information and job resources. This included factsheets, videos, virtual workshops, and other regularly updated content.
NYSDOL continues to evaluate processes and adjust as necessary while safeguarding this critical support system for New Yorkers. As
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Original text here: https://www.governor.ny.gov/news/governor-kathy-hochul-announces-modernization-milestone-new-york-state-department-labor
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