{"id":35498,"date":"2022-07-14T15:11:30","date_gmt":"2022-07-14T19:11:30","guid":{"rendered":"https:\/\/www.glensfalls.com\/glensfallsbusinessjournal\/?p=35498"},"modified":"2022-07-14T15:11:30","modified_gmt":"2022-07-14T19:11:30","slug":"department-of-labor-has-plan-to-improve-unemployment-insurance-services-in-nys","status":"publish","type":"post","link":"https:\/\/www.glensfalls.com\/glensfallsbusinessjournal\/2022\/07\/department-of-labor-has-plan-to-improve-unemployment-insurance-services-in-nys\/","title":{"rendered":"Department Of Labor Has Plan To Improve Unemployment Insurance Services In NYS"},"content":{"rendered":"<p>The state Department of Labor is halfway through its four-year strategic modernization plan, an ongoing effort that will reduce call volume, enhance customer experience, and swiftly connect New Yorkers to unemployment insurance benefits.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p>NYSDOL is currently collaborating with the state Office of Information Technology Services to develop and implement technological solutions that will improve the UI benefit application process, check on the status of claims, and address claim issues with unprecedented efficiency with the goal of handling 100 percent of customer inquiries.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p>The plan is part of an ongoing DOL effort to enhance the overall customer experience and reduce fraud.<\/p>\n<p>\u201cThe struggles that New York\u2019s workforce experienced during the pandemic showed us how crucial it is to be able to connect job searchers with employers,\u201d Gov. Kathy Hochul said. \u201cAs we rebuild from the economic effects of the pandemic, we must continue to improve the systems that allow us to get money back into New Yorkers\u2019 hands. I commend the Department of Labor for their swift work throughout the pandemic to help New Yorkers facing hardship, and I look forward to continuing to work with them as we address gaps in our infrastructure.\u201d<\/p>\n<p>Department of Labor Commissioner Roberta Reardon said the department of Labor \u201cwas already working to improve the unemployment system, but the pandemic put that on the fast track in order to swiftly deliver $105 billion in assistance to nearly 5 million New Yorkers. Since then, the department has embraced innovative solutions and we continue to evolve to better serve New Yorkers. Our ability to adapt is why so many states continue to look to us for leadership throughout this global health crisis.\u201d<\/p>\n<p><span class=\"s1\"><span class=\"s2\"><!--more--><\/span><\/span>Over the next 24 months, NYSDOL, in partnership with ITS, will:<\/p>\n<p><b>\u2022 <\/b>Develop and implement a new omni-channel contact center that will utilize bot-driven technology designed to answer specific questions about a customer\u2019s claim.<\/p>\n<p><b>\u2022 <\/b>Unveil an upgraded forms management system that will work with the current system to enable customers to submit proper forms for rapid processing.<\/p>\n<p><b>\u2022 <\/b>Establish a new intranet system to improve NYSDOL internal training and assist Call Center staff in streamlining the claims process for greater efficiency.<\/p>\n<p><b>\u2022 <\/b>Advance the Department\u2019s UI system modernization project, which will replace the antiquated legacy mainframe with a state-of-the-art, real-time system.<\/p>\n<p><b>\u2022 <\/b>Create a new operating model that will deliver operational efficiencies, improve, and increase agent and customer engagement.<\/p>\n<p>NYSDOL\u2019s Unemployment Insurance Division is funded by USDOL. Budgeting is determined by federal standards for processing UI claims based on workload and production. Current call volume has dramatically decreased compared to the onset of the COVID-19 pandemic and declined again with the expiration of extended federal benefits.<\/p>\n<p>When the COVID-19 pandemic initially hit New York state, NYSDOL received an unprecedented surge in UI claims. Officials said during the first week that claims were impacted by the pandemic, NYSDOL received over 1,734,100 total calls, inundating the system. NYSDOL quickly adapted and extended call center availability, dedicated additional staff to answer calls, hired additional staff, streamlined the claims process, and added servers to increase bandwidth.<\/p>\n<p>NYSDOL continues to evaluate processes and adjust as necessary while safeguarding this critical support system for New Yorkers. As New York State continues to navigate the evolving COVID-19 pandemic, NYSDOL remains committed to exploring opportunities to modernize systems.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The state Department of Labor is halfway through its four-year strategic modernization plan, an ongoing effort that will reduce call volume, enhance customer experience, and swiftly connect New Yorkers to unemployment insurance benefits.\u00a0 NYSDOL is currently collaborating with the state Office of Information Technology Services to develop and implement technological solutions that will improve the [&hellip;]<\/p>\n","protected":false},"author":89,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\r\n<title>Department Of Labor Has Plan To Improve Unemployment Insurance Services In NYS - 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