Unemployment insurance is a significant social welfare program of the federal and state governments in the United States of America (USA). The IT platforms currently deployed by most states for provisioning unemployment insurance services were developed in the 1980’s. Since then, these systems have undergone incremental changes due to evolving federal and state government compliance requirements. Technologically also, these systems have become obsolete. Consequently, these legacy IT systems have reached a stage where risk of making changes is high, maintenance and operational costs are increasing and overall reliability and integrity is decreasing. More significantly, the legacy systems are not able to provide a superior digital self-service experience to the stakeholder community including the beneficiary.
TCS has a rich pedigree in modernizing legacy unemployment insurance (UI) systems for many states in the USA since last two decades. The TCS solution integrates UI tax, benefits and appeal functionalities into a single digital platform. Combined with TCS’s unique agile implementation methodology, it provides a compelling value proposition.
The TCS solution provides claimant and employer self service functions. Claimant self-service functions include online filing of different types of claims, filing of weekly certifications online or via Interactive Voice Response (IVR), online filing of appeals, electronic correspondence and self-service capabilities to inquire and update claimant information. Employer self-service functions include online registration of a business, real time wage report filing, online payments, account maintenance, online appeals filing, electronic correspondences and capabilities to inquire and update business information. An integrated digital workflow management creates work items for benefit, tax and appeals functions and assigns them to departmental staff.
Additional functionality in the TCS solution include Disaster Unemployment Assistance (DUA) and Trade Readjustment Allowances (TRA) that are fully integrated with other UI programs, automatic appeals docketing and notice to all interested parties, connectivity to call conferencing service to conduct appeals telephone hearings, automatic adjustments to claims based on appeal decisions.
TCS UI solution provides the following value proposition to State agencies:
- Improved internal functioning of UI agency
- Efficient and transparent UI administration
- Citizen-centric services
- Improved and accelerated claim processing
- Increased tax revenue base and collections
- Reduced fraud
- Reduced operational costs
- Improved processing time and turnaround time for customers