UI Program Modernization

States are driving significant performance improvements
through UI modernization.”

Jamie Anderson, Principal, Unemployment Insurance Practice
Jamie Anderson

UI Program Modernization

UI agencies face the challenge of aging systems that have incorporated many changes in statutes, rules, regulations, and procedures over the years. CSG brings unmatched real-world experience and current knowledge of state-of-the-art UI solutions to your modernization projects.

CSG'S Expertise in Action

 
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Unemployment Compensation Benefit Modernization in Pennsylvania

 
Harrisburg
Harrisburg

The Pennsylvania Department of Labor & Industry (DLI) administers employment services to the Commonwealth’s 6.4 million workers and almost 300,000 employers. In an effort to improve services, DLI has launched a strategic initiative to modernize its Unemployment Compensation (UC) benefits system.

PMO by CSG SM

DLI selected CSG to provide procurement support and Project Management Office services throughout the UC benefits system implementation. CSG is analyzing existing systems and workflows, developing the project strategy and technology roadmap, and gathering business and technical requirements to develop a request for proposal. CSG will provide ongoing project assurance services throughout the modernization project. The activities include establishing a full-service Project Management Office, providing technical oversight, UC subject matter expertise, requirements management, and testing support.

The Department of Labor & Industry is committed to delivering timely and accurate unemployment compensation benefits to Pennsylvania’s unemployed workers. CSG is here to help the commonwealth achieve its program modernization goals.

Modernizing Oregon’s Unemployment Insurance Program

 
Salem
Salem

The Oregon Employment Department (OED), Unemployment Insurance (UI) Division administers the UI programs that support the State’s 1.9 million person workforce and 113,000 employers. To provide better services for the people of the State, OED is undertaking a large program modernization effort. As a part of this modernization, OED launched a project to improve UI Division business processes and performance by utilizing Lean Six Sigma concepts.

CSG Applies Lean Six Sigma to Improve Business Processes

OED turned to CSG for their UI Division Lean Six Sigma Process Improvement project. CSG is analyzing and reviewing key UI processes, providing Lean Six Sigma Yellow Belt and Green Belt training and mentoring State staff in fundamentals, concepts, and process improvement strategies. CSG is also assisting the State in developing an implementation plan that leverages Lean Six Sigma techniques to realize long-term process efficiency and sustainability.

OED is committed to improving operating efficiency and the delivery of services to the workers and employers who depend on them. CSG is here to help OED achieve their UI program modernization goals.

Supporting the Michigan Unemployment Insurance Agency

 
Lansing
Lansing

The Michigan Unemployment Insurance Agency (UIA) supports the State’s 4.7 million person workforce and over 200,000 employers in a challenging and dynamic economic environment. UIA has undertaken an ambitious multi-year effort to modernize the systems and processes of their UI program. They are implementing an integrated benefit and tax system using a modified commercial off-the-shelf (COTS) solution, a first for this approach in the country. The modernization also includes the upgrade of the Interactive Voice Response system and implementation of Collection and Fraud Detection products.

PMO by CSG SM

One of Michigan’s strategies for completing the modernization project is the establishment of a Project Control Office (PCO). CSG is the State’s trusted adviser in setting up and running the PCO. Our PCO capabilities go beyond the core functions of project coordination, control, and reporting. Early in the project, the PCO team documented functional and technical requirements, prepared the implementation RFP, and assisted in coordinating the procurement process. As the project progresses, the PCO oversees the work of the implementation vendor, traces business requirements to system functions, evaluates technical architectures, and enforces State standards.

From start to finish, CSG is working with UIA to assure that Michigan’s UI program effectively meets the needs of the State’s workers and employers.

Assisting Kentucky in Administration of State Workforce Programs

 
Frankfort
Frankfort

The Kentucky Department of Workforce Investment (DWI) faces a large number of program and technology modernization challenges across the enterprise. These include upgrading to a new technology platform, designing a common registration application, and implementing other strategic business process improvements. In order to assure the success of these efforts, DWI turned to CSG.

PMO by CSG SM

CSG established a full-service Project Management Office (PMO) with integrated CSG and State resources. The PMO staffs projects, supports operations, manages vendor contracts, and provides executive insight into mission critical projects. CSG provided UI/Workforce expertise, monitored staff resource allocation, oversaw testing efforts, and assured the success of program modernization activities.

DWI connects Kentucky residents to employment, workforce information, education, and training. CSG is helping to assure DWI’s services meet the needs of the workers and employers who depend on them.

UI Claims Processing in South Carolina

 
Columbia
Columbia

The South Carolina Department of Employment and Workforce (DEW) administers employment services for 2.2 million workers and 70,000 employers. To improve Federal Performance Measures and Secretary Standards, and meet other strategic goals and objectives, DEW launched an initiative to increase the efficiency and timeliness of their Unemployment Insurance (UI) Claims Processing system.

Business Process Analysis (BPA) by CSG

DEW selected CSG to conduct a UI BPA project to evaluate their UI Claims and Lower Authority Appeals functions, and recommend process improvements and other performance enhancement strategies. CSG reviewed the agency’s operations, policies and procedures, service delivery processes, organizational structure, and technology systems. We applied our unemployment insurance expertise, CSG REALizeā„  tools and best practices library, and BPA methodology to develop and prioritize process improvements aligned with DEW’s objectives of improved customer satisfaction; increased processing consistency; lower operating costs; and reduced error rates. South Carolina is committed to a customer-driven UI program that facilitates financial stability and economic prosperity for employers, individuals, and communities. CSG is here to help assure the State’s program meets these objectives.

Job Service of North Dakota

 
Bismarck
Bismarck

Job Service of North Dakota (JSND) provides customer-focused services to meet the current and emerging workforce needs of the State. To more effectively produce these services, JSND launched a project to modernize its Unemployment Insurance (UI) program. JSND sought a modernization approach that realistically addresses such factors as budget appropriations, staffing levels, and technology constraints that define the environment for a major initiative of this kind.

UI Modernization Planning by CSG

JSND selected CSG to help them develop a plan for this important effort. We analyzed the State’s current UI system, including major business processes and technology architectures. Leveraging CSG’s knowledge of UI modernization best practices, we developed a vision for the future and a roadmap for achieving JSND’s automation objectives.

JSND is increasing the value and efficiency of their UI services for the State’s workers and employers. CSG is helping them achieve their goals.