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Employment Security Advisory Committee

Employment Security Advisory Committee. Julie Lord, Director Unemployment Insurance Customer Support May 13, 2019. Agenda. Post-peak review Key improvements Claimant survey results Next steps Questions. Improved Service to Claimants. Post-Peak Review.

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Employment Security Advisory Committee

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  1. Employment Security Advisory Committee Julie Lord, DirectorUnemployment Insurance Customer Support May 13, 2019

  2. Agenda • Post-peak review • Key improvements • Claimant survey results • Next steps • Questions

  3. Improved Service to Claimants Post-Peak Review • Triage team answered more than 170,000 calls fromOctober 2018 through March 2019 • Awarded the Washington State Chapter of International Association of Workforce Professionals Group Innovation Award on May 10, 2019 • Selected to receive national recognition at the 106th Annual Workforce Development Conference in San Antonio on June 19, 2019

  4. Improved Service to Claimants More Post-Peak Review • 107,790 claims filed vs 93,832 the year before • More than double the total calls answered from 94,612 to 192,530 • Intake staff concentrated efforts on more difficult calls • Employment Connection staff assisted claimants in 23 local offices • Almost 70,000 call-backs scheduled with 93% called within the scheduled appointment window • Connect rate at 100% compared to 52% last year – with the “snowmageddon” exception • Average wait times improved up to 73% year-over-year

  5. Improved Service to Claimants

  6. Improved Service to Claimants

  7. Improved Service to Claimants Key Improvements to eServices • Reduced ‘clicks’ required for customers to perform specific actions, accomplishing tasks quicker • Added visual improvements including progress indicators and improved the add, edit, save and upload functionalities • Added interface to WorkSourceWA.com for job searches and retrieving job contacts without the need to sign in • In partnership with OAH, improved appeal notifications

  8. Improved Service to Claimants

  9. Improved Service to Claimants Claimant Survey • Survey of claimants from Jan. 14 through Feb. 13, 2019 • Filed one or more continued claims in December • Have an email address and accept email correspondence • Do not have a fraud determination in this claim year • Do not have an ID theft indicator • 59,932 claimants received the survey (58,120 English-speaking and 1,812 Spanish-speaking) • 27 percent response rate - 16,077 survey responses were returned (15,611 English-speaking and 466 Spanish-speaking)

  10. Improved Service to Claimants Claimant Survey Results

  11. Improved Service to Claimants Claimant Survey Results Q2: Have you used online eServices? 85% said yes.

  12. Improved Service to Claimants Claimant Survey Results Q4: Have you used our telephone system? 62% said yes.

  13. Improved Service to Claimants Claimant Survey Results

  14. Improved Service to Claimants Claimant Survey Results Q7: What can we do to improve your unemployment insurance claim experience? More than 7,600 responses were received. The top four responses are below: Customer Service Accessibility of customer service: expand hours, get more agents (579 votes) Technology eServices: Improve usability (340 votes) Customer Service Improve customer service experience, train agents on content and empathy (198 votes) Customer Service Provide more in-person assistance (70 votes)

  15. Next Steps • Peak planning is underway • Considering expansion of hours of customer service • Continued enhancement of eservices • Staff training modules available in claims centers • Working with our EC partners to explore options for in-person service • Job search training for claimants early in claim

  16. Questions ?

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