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North America
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When Kansas faced an unprecedented public crisis and systemic breakdowns in its unemployment insurance infrastructure, the state made a bold move: bring in strong, fresh leadership to transform service to unemployed Kansans in their time of need.
A mission born from urgency
The legacy unemployment insurance system in Kansas had become one of the highest-risk public platforms in the state. Users struggled to navigate the 1970s-era system with virtually no self-service options to help them resolve issues or even see the status of a claim, while Kansas Department of Labor (KDOL) customer service agents labored with manual processes and an archaic user interface that required toggling among multiple screens.
With this system in place during the pandemic era, the state had trouble supporting federal COVID-related programs due to limitations of the outdated mainframe-based system. At the same time, a surge in pandemic-related claims drove the system to its breaking point and fraudulent requests to all-time highs.
Kansas knew it had to act quickly to equip KDOL agents, optimize and secure systems, and rebuild trust with all Kansans.
Designed for adaptation
Working with TCS, Kansas reimagined the unemployment insurance experience from the ground up. The teams worked to simultaneously build a new unemployment insurance platform and implement new ways of working that increased efficiency for the state and eased the experience for claimants and businesses.
By embracing both new technology and new ways of working, Kansas reduced processing time of unemployment insurance claims by 80% and now administers 60% of claims without manual intervention.
Where customer service calls used to average 25 to 30 minutes, now most people can manage inquiries through self-service capabilities and call resolutions average three minutes.
TCS helped create a system that is faster, more intuitive, and easier for staff, claimants, and the business community to use. In 29 months, TCS and Kansas achieved the fastest unemployment insurance modernization in the US, a model for how public services can evolve with urgency and care.
These improvements streamlined operations, reduced fraud risk, and rebuilt trust in a vital public service, helping to improve the experiences of Kansans.
“We were the fastest ever implementation within the United States. And I think that just goes to show our commitment and TCS’ commitment: We are going to be perpetually adapting and upgrading, adding different components to this system to make sure that it benefits claimants and employers for years to come,” said Kansas Secretary of Labor Amber Shultz.
Discover how Kansas partnered with TCS to rapidly modernize its outdated unemployment insurance system, achieving the fastest implementation in US history. This transformation improved claim processing times by 80%, reduced fraud, and empowered users with intuitive self-service tools. Learn how technology and urgency came together to rebuild trust in a vital public service.
A future-ready foundation
The Kansas-TCS partnership was built with an adaptive future in mind. As Kansas continues to evolve its customer service strategy, new platform capabilities are being added to meet the changing needs of claimants, employers, and policymakers.
Today, Kansas is not only processing claims faster but also forecasting labor trends more effectively, providing reliable economic insights that help shape the state’s long-term strategy. As a result, Kansas has emerged as a national leader in public sector transformation—powered by a TCS-built platform designed for perpetual adaptability.
From enabling real-time data access to ensuring inclusive, accessible experiences, the modernization effort stands as a proof point of how government agencies can become more agile, resilient, and community-focused.
Ready to begin your journey towards a greater future? Get in touch to discover how we can help.
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