WORKFORCE NEW JERSEY

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WORKFORCE NEW JERSEY ONE-STOP CAREER SYSTEM
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GOAL
To Provide Alternate Methods of Contact in
Response to the Technological Revolution While
Simultaneously Exposing Customers to
Reemployment Services
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Unemployment Insurance is the Primary Front Door
to the One-Stop System and These Individuals
will be Captured Up-Front to Create a Record
that will be Utilized by All Agencies Who Partner
in New Jerseys One-Stop Operating System.
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GOALS FOR INTERNET APPLICATION

• Integrate Claims Filing with Exposure
• to Reemployment Services
• Determine Method for Linking UI Claims
• with Reemployment Services One-Stop
• Operating System (OSOS)

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WHAT IS OSOS?
An automated case management approach to help
states and Workforce Investment Boards (WIBS)
effectively and efficiently meet the challenge of
the Workforce Investment Act (WIA)
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OSOS BENEFITS

• Empower Public by Providing Self-Service
  Options
• Wherever Possible
• Staff Assisted Mode of Operation
• Integrate with Existing State Systems to
  Maximize
• One-Stop Experience
• Planning and Tracking Capabilities Based on
• Customers Needs

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INTERNET CLAIMS FILING PROCESS

• Claim Filing via Link to OSOS
• User Friendly Screens
• Eliminate Redundancy in Data Collection
• Register for Reemployment Services While
  Posting
• a Resume on AJB
• Provides Immediate Exposure to Various
• Reemployment Services
• File Claim for UI Benefits
• Built Rules/Logic Designed for Call Center
• Application
• Direct Interfaces with RCC Application - Forms
• and Schedule
• Advised that Call Center will Contact Following
  
• Business Day

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CALL CENTER/INTERNET INTEGRATION
Reengineer Call Center into Multimedia Customer
Interaction Centers

• Provides Efficient Means of Customer Contact
• and Service
• Online Service Does Not Mean the Elimination
• of live Customer Service
• Internet Claim Will be Completed by Agent
• During Regular Business Hours

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Call Centers Now - Multimedia Customer Interaction
Centers Tomorrow
External Web Server
Customer
Firewall
Internet
Customer
Multimedia Customer Interaction Center
ITSC
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Call Center and Internet Service Integration
Near Term Not Too Distant Future..
Current
Call Center Live Agent FAX IVR
Call Center Live Agent FAX IVR
Multimedia Customer Interaction Center Live Agent
Faxback Teleweb IVR
Internet
Internet
Web Pages/
Internet Claims
Web Pages
E-mail
E-mail
On-line Forms
ITSC
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BENEFITS

• Improve Customer Service While
• Reducing Overhead Costs
• Empowering the Individual by Directing
• Them to Self-Service Mode

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Future Direction for Internet Application

• Authentication of User

• Provide Claims Specific Claim Information
• On-line
• Web Call Back Option
• Live Chat Option
• E-FAQ Electronic Automated Frequently
• Asked Questions

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Sharon Riley, Supervising UI Technician Phone
609-341-3261 Email sriley_at_dol.state.nj.us
www.wnjpin.net
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Challenges of Customer Driven Strategies

• Customers want a variety of ways to communicate
  
• with Call Centers
• Customers want to provide individual input
• and believe that Call Center personnel care
  
• and will respond
• Combining Call Center and Internet functions
• can allow personal interaction with
  customized
• input and feedback

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MINI-RESUME WORKFLOW
CURRENT IVR CHANGE EDUCATION
ADD VERERANS QUESTION
IVR DO YOU WISH TO FILE A MINI-RESUME?
YES
NO
IVR READ GENERAL LIABILITY STATEMENT DO YOU WISH
TO CONTINUE?
PLEASE INDICATOR THE REASON WHY YOU DO NOT WISH
TO FILE A MINI-RESUME?
NO
YES
1- GENERAL LIABILITY STATEMENT 2- RELEASE OF
PREVIOUS EMPLOYMENT AND MAILING ADDRESS OR
EMAIL 3- METHOD OF CONTACT TELEPHONE NUMBER,
ADDRESS, AND/OR EMAIL 4- RESUME INDICATOR SET
1- JOB ATTACHED OR UNION HIRING HALL 2-
PRIOR RESUME IN THE JOB BANK 3- ANY OTHER
REASON
QUEUE
FILE TO OSOS
RCC APPLICATION CLAIMS REVIEW SCREEN CHANGE OES
TO ONET
CLAIM TO LOOPS WITH APPROPRIATE RESUME INDICATOR
ERROR FILE TO ES FOR CORRECTION
REGISTRATION TO OSOS AND MINI-RESUME TO ATB
RCC SENDS COPY OF MINI-RESUME WITH ID AND
PIN NUMBER TO CLAIMANT
NO
SUCCESSFULLY FILED
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REEMPLOYMENT CALL CENTERS

• FILING FOR REEMPLOYMENT ASSISTANCE
• AND UNEMPLOYMENT INSURANCE
• BENEFITS VIA TELEPHONE , FAX, NTERNET
• PROVIDE GENERAL AND SPECIFIC CLAIM
• INFORMATION
• RESOLVE CONTINUED CLAIMS PROBLEMS

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GOALS

• Improve Customer Services
• Provide Staff Development
• Create a More Professional Atmosphere
• Integrate with One-Stop Career Centers

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CALL CENTER IMPLEMENTATION
1,000,000 UIRCIG awarded in 1996 January 1999 -
Freehold Call Center June
1999 - Union City Call Center November 1999
-Vineland Call Center
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CUSTOMER FEEDBACK

• Courtesy, Knowledge, and Ability to Explain
• Clearly--Good

• Convenience--Good

• Problems Accessing the RCC--None

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