Governor Kathy Hochul Publicizes Modernization Milestone for the New York State Division of Labor


Governor Kathy Hochul in the present day introduced that the New York State Division of Labor is midway by means of its 4-year strategic modernization plan, an ongoing effort that may scale back name quantity, improve buyer expertise, and swiftly join New Yorkers to Unemployment Insurance coverage advantages. NYSDOL is at present collaborating with the New York State Workplace of Data Expertise Providers to develop and implement technological options that may enhance the UI profit software course of, examine on the standing of claims, and deal with declare points with unprecedented effectivity with the aim of dealing with 100% of buyer inquiries. The plan is a part of an ongoing DOL effort to boost the general buyer expertise and scale back fraud.

“The struggles that New York’s workforce skilled through the pandemic confirmed us how essential it’s to have the ability to join job searchers with employers,” Governor Hochul mentioned. “As we rebuild from the financial results of the pandemic, we should proceed to enhance the techniques that enable us to get a refund into New Yorkers’ palms. I commend the Division of Labor for his or her swift work all through the pandemic to assist New Yorkers dealing with hardship, and I look ahead to persevering with to work with them as we deal with gaps in our infrastructure.”

New York State Division of Labor Commissioner Roberta Reardon mentioned, “The Division of Labor was already working to enhance the unemployment system, however the pandemic put that on the quick observe with the intention to swiftly ship $105 billion in help to almost 5 million New Yorkers. Since then, the Division has embraced modern options and we proceed to evolve to higher serve New Yorkers. Our potential to adapt is why so many states proceed to look to us for management all through this world well being disaster.”

Over the subsequent 24 months, NYSDOL, in partnership with ITS, will:

  • Develop and implement a brand new omni-channel contact heart that may make the most of bot-driven know-how designed to reply particular questions on a buyer’s declare.
  • Unveil an upgraded varieties administration system that may work with the present system to allow prospects to submit correct varieties for fast processing.
  • Set up a brand new intranet system to enhance NYSDOL inner coaching and help Name Heart employees in streamlining the claims course of for larger effectivity.
  • Advance the Division’s UI system modernization venture, which can substitute the antiquated legacy mainframe with a state-of-the-art, real-time system.
  • Create a brand new working mannequin that may ship operational efficiencies, enhance, and improve agent and buyer engagement.

NYS Workplace of Data Expertise Providers Chief Data Officer Angelo ‘Tony’ Riddick mentioned, “Below Governor Kathy Hochul’s management, New York State has moved with urgency on its strategic modernization plan with the intention to effectively join employees to Unemployment Insurance coverage advantages. I would prefer to thank the leaders at ITS who had been capable of step up, develop, and implement technological options that may enhance the UI profit software course of for all New Yorkers. Governor Hochul’s dedication to know-how and updating our state’s essential infrastructure has been a precedence since her first day in workplace.”

NYSDOL’s Unemployment Insurance coverage Division is funded by USDOL. Budgeting is set by federal requirements for processing UI claims primarily based on workload and manufacturing. Present name quantity has dramatically decreased in comparison with the onset of the COVID-19 pandemic and declined once more with the expiration of prolonged federal advantages.

When the COVID-19 pandemic initially hit New York State, NYSDOL obtained an unprecedented surge in UI claims. Throughout the first week that claims had been impacted by the pandemic, NYSDOL obtained over 1,734,100 whole calls, inundating the system.NYSDOL rapidly tailored and prolonged name heart availability, devoted extra employees to reply calls, employed extra employees, streamlined the claims course of, and added servers to extend bandwidth.

NYSDOL additionally applied the next technological measures all through this timeframe of the pandemic:

  • Cellphone System Upgrades: NYSDOL rolled out a newly up to date and streamlined automated telephone system that higher connects unemployed New Yorkers with the assistance they want.
  • Perkins: The Division utilized new bot know-how to enhance consumer expertise. NYSDOL launched ‘Perkins’, a chatbot on the NYSDOL web site named after Frances Perkins, which might reply lots of New Yorkers’ often requested questions on how one can apply for and obtain advantages. Whereas Perkins can’t reply questions on particular person claims, it makes use of synthetic intelligence to establish new questions. Perkins continues to evolve and might talk in a dozen languages, which is crucial in a state as numerous as New York.
  • New Google Utility: NYSDOL partnered with Google Cloud to create a cloud-based software, which might routinely scale to the variety of incoming claims at any time.
  • Buyer Relationship Administration Instrument: Below steady growth, this device helps observe and handle workloads, offers brokers with the proper info to relay to callers, and assists brokers in resolving buyer points. The CRM additionally offers prospects with entry to extra self-serving choices, which reduces name quantity.
  • DocuSign: NYSDOL launched a streamlined course of utilizing DocuSign for submitting earlier weeks’ certifications, also referred to as backdated certifications, permitting New Yorkers to receives a commission simpler and quicker. Clients not should name to again certify. Beforehand, backdated certifications may solely be finished over the telephone with a stay consultant. The brand new system permits certifications to be accomplished on-line quicker. Since implementing DocuSign into its operations, NYSDOL has expanded its use to help prospects effectively and securely.
  • Improved communications: NYSDOL rolled out a course of to straight textual content and e mail candidates the standing of their declare because it strikes by means of the approval course of.This technique has despatched over 100 million emails and textual content messages, together with standing updates, to prospects all through the pandemic. The Division additionally usually posts on its social media platforms to attach New Yorkers to evolving details about modifications that might influence them, in addition to selling job search instruments, career-building help, and entry to hundreds of accessible job alternatives statewide.
  • Web site: NYSDOL reorganized its web site to make it simpler for New Yorkers to search out essential UI profit info and job sources. This included factsheets, movies, digital workshops, and different usually up to date content material.

NYSDOL continues to judge processes and alter as crucial whereas safeguarding this essential help system for New Yorkers. As New York State continues to navigate the evolving COVID-19 pandemic, NYSDOL stays dedicated to exploring alternatives to modernize techniques.


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