october 28, 2011 killer app #1: . 2 killer app #1: virtual online interactive claim examiner...

October 28, 2011

KILLER APP KILLER APP #1:#1: KILLER APP KILLER APP #1:#1:

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Issue Address public demand for issue resolution without increasing

workforce or modifying infrastructure Proactive identification and notification of unemployment

issues on individual claims Persistently accessible point of contact and submission

User to Agency Agency to user

Description of Solution Automated interactive claim review and information

submission provide answers, education, and solutions to claimants and

employers using an exhaustive interactive knowledgebase

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued) Centralized electronic messaging system between the

agency, information systems and users

facilitate data sharing and cross referencing establish interface layer between public and agency information

systems

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued) enable state specific enhancement of any information system

with supplemental data collection, manipulation, analysis, and storage on the front end

reduce mailing expenses by making it possible to exchange information and documentation over currently established computer networks

Screening process reduce the need to contact an agency representative relieve the demands on the Claim Center telephone access line

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

User Interface: The V.O.I.C.E. would be presented on screen as a person

and interactions would simulate a person to person experience

a simple picture avatar (no animation) text statements option links

Move the conversation along specific topics Direct users to endpoints

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

End Points: Information endpoint – provides information for clearly

defined topics according to the users interactions with V.O.I.C.E. Action endpoint – claimant is redirected to web apps to

complete transactions (file claim, certify, etc.) Submission endpoint – claimant is given an onscreen form

to submit information to the agency Contact endpoint – claimant is directed to contact agency for

claim review due to an identified issue that cannot be resolved by V.O.I.C.E.

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Knowledgebase structure: The knowledgebase would be organized in logic trees

according to user and category of information Claimant specific logic tree

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Knowledgebase structure: Employer specific logic tree

Knowledgebase access control by user and category

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Agency uses: Proactively identify possible issues that should be addressed

by agency improper payment wrong separation issue unaddressed employment

Gather statistics concerning what issues

claimants navigate to on a per claimant basis on a general public basis

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Agency uses: Reduce unnecessary contact by requiring claimants to first

navigate beyond provided answers and solutions. Direct claimant submissions to various/multiple departments Provide online submission form to keep agency contact

information hidden from the public

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Agency uses: Initiate agency notices for claim review

send alerts to the agency invisible to the claimant for follow up when the claimant does not initiate contact concerning a V.O.I.C.E. identified issue

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Agency uses: attach form letter notices to claims that can be provided to the

claimant when the V.O.I.C.E. is accessed by the claimant incomplete claim statements (provide statement to be

completed and submitted online) proof of earnings (instruct claimant to provide documentation

by fax) rebuttal (provide form to be completed and submitted online) address correction due to returned mail (provide form to be

completed and submitted online)

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Agency uses: notice of non payment

failure to certify (connect claimant with weekly certification application)

disqualifying answer (instruct claimant to contact agency) excess wages (connect claimant with claim filing application)

notice of non-current certifications (connect claimant with weekly certification application)

Identify specific claims when session information is available (user has logged in to their account)

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Claimant uses: Acquire simple answers to questions

learn to prevent issues and improper payments resolve questions and continue claims without contacting

agency

Directly connect to online application services as needed new claim weekly certification change address pin reset

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Killer App #1 Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Claimant uses: statement completion appeal request issue submission

Receive V.O.I.C.E. initiated notices to contact agency for claim review based on the claimant’s interaction with V.O.I.C.E.

provide specific instructions to claimant as to what information or documentation is necessary for their specific issue

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Claimant uses (continued): Receive agency initiated notices to contact the agency for

claim review By account login By email By mobile device

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Employer uses: Acquire simple answers to questions Receive agency notifications Submit information online

separation statements at time of separation as requested by the agency

submit mass layoff notice report new hires

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Description of Solution (continued)

Employer uses (continued): Dispute charges Request appeal

access claim documentation and statements online to prepare for appeal hearing

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Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)

Anticipated Results Increased issue resolution by providing answers, education,

and solutions to claimants and employers online all hours of the day

improved claim processing turn around reduced agency contact enhanced data collection and processing expedited identification of ongoing critical claim issues reduction in traditional contact expenses

“Integrity: Own It!”

Questions?

State Contact for follow-up:

James P. Anderson: James.P.Anderson@tn.gov

Phone: 615/253-4928

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