| Call Center Monitoring | callmonitor | The ability to monitor agent interactions with callers is an important tool for call center supervisors in ensuring quality. Previously, call center supervisors used a somewhat cumbersome process to monitor calls in real time through the phone system. The purpose of this project is to provide a new call recording system that automatically schedules and stores recordings of a percentage of calls handled by agents. The system allows supervisors and managers to access the system from their desktops to define business rules and other settings to target which agents and which types of calls need to be recorded. The system will also record screen shots that detail the screens accessed by agents and their keystrokes throughout the call. Audio recordings and screen shots are synchronized during playback. In addition to evaluating agent performance, recordings and screen shots can be saved and used in training classes and individual coaching sessions. Agents are also able to initiate recordings during threatening or otherwise problematic calls. The system also provides helpful tools for evaluating agents and reporting features as well. |
| Employer Home Page - Staff Authent | ehpauth | Related to above, the first portal project provided view only access to limited employer information via the Employer Home Page Project (EHP). The next iteration of EHP will implement LDAP to authenticate NYSDOL staff and allow them to access the employer home page as an NYSDOL user. Using LDAP for staff sign-on is a pre-requisite for future builds that will display more confidential information and eventually allow staff to view and update information through the employer home page while maintaining the view only functionality for employers. |
| Employer Wage and Tax Return eFiling | efile | eFile is a joint project of the Department of Taxation and Finance, and the Department of Labor. The project shall deliver a web application supporting quarterly electronic filing of the combined Unemployment Insurance, Wage Reporting, and Withholding Tax return as it is defined in the terms of a United States Labor Department grant. The application shall provide the population of 500,000 employers and 20,000 tax preparers an automated option to:
- Complete and file a quarterly return through a web application
- Make electronic payments
- Upload and e-file employee wage information.
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| Identification and Authentication | idauth | According to New York State Cyber Security Policy, individual accountability is fundamental to information security. Unique computer identifiers are used for individual accountability. Persons who use state computers shall only access information assets to which they are authorized and shall keep their authentication confidential to protect against unauthorized activities being performed using their identity. Also, information shall be protected from unauthorized access to help ensure its confidentiality and integrity. Labor shall determine that appropriate access controls are used and applied to computing devices, both internal and remote, to promote individual accountability and protection of information and information systems. |
| Interoperability Standard | interopstandard | Establish a standard based on Service Oriented Architecture through which LaborForge self-declared partners may interoperate. |
| Labor Portal | laborportal | The purpose of the Labor Portal Project is to provide Web-based access to UI information by NYSDOL staff and appropriate constituents, such as UI beneficiaries, employers and employer agents. The Labor Portal project will be conducted in several sub-project iterations. As the project progresses, additional features will be added to the set of available functions. This includes change of demographic information for claimants and employers (such as names and addresses), view of employer UI premium rates, view and adjustment to the claimant and employer ledgers, entry and view of Non-Monetary Determinations (NMDs), etc.The Labor Portal shall participate in the greater effort by the State to establish a statewide portal homed at http://ny.gov. It shall conform to the look-and-feel of the statewide web presence. The visual design used by the portal shall be consistent across all appearances, whether implemented as HTML pages or as server-side applications implemented in java (i.e. using Java Server Faces). |
| National CareerZone | careerzone | Redevelopment of the New York State CareerZone web product to allow collaboration from any state entity and other eligible consumers in a Service Oriented fashion. |
| NYS Enterprise Architecture Principles | nysarcht | Review and update the New York State Enterprise Architecture principles, which establish a standard governing agency IT strategic plans and practices. The core work group for this undertaking is the New York State CIO Council, Technology and Enterprise Architecture Committee ("Action Team"). |
| Quarterly Wage Match | quartwagematch | The New York State Department of Labor’s computerized system for matching wage data to benefit data was originally built several decades ago and has been modified through the years. However, the system has reached the point where it needs to be analyzed and updated. For instance, in a recent quarter, overpayments were established for only 18% of the claimants that were identified in the existing system as requiring investigation. The selection criteria needs to be refined in order to reduce the number of false positives that are produced thereby improving the efficiency of the cross-match process. |
| Service Documentation | soadocs | To share information about NYSDOL Service Identification Project. |
| Shared Work | sharedwork | Shared Work is a voluntary program that provides employers facing a temporary decline in business with an alternative to layoffs. Rather than laying off a percentage of the work force to cut costs, an employer can reduce the hours and wages of all or a particular group of employees. The employees whose hours and wages are reduced can receive partial unemployment insurance benefits to supplement their lost wages.
The first release of the Shared Work application is a web application that enables the Shared Work Unit to enter minimal data to create a shared work plan and to data enter the participating employee data. This will be stored in the Oracle enterprise database tables. When the Shared Work Unit receives questions from claimants and certification ‘coupons’, they will use the shared work application to search for claimant by SSN.
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| UI Audit and Investigation Management | uiaudit | Re-design the case management system currently used by UI Tax Enforcement Staff. This application shall cover the selection, routing, workflow and management of all facets of UI Field Tax enforcement activities. This includes automated selection of audits and investigations, manual requests for investigations, routing the assignments to the correct enforcement staff, transferring assignments between offices and staff, facilitate the scheduling of field staff appointments, allow enforcement supervisors to manage assignments, and provide workflow for supervisory and QA review of completed assignments. |
| UI Benefit Intake | beneintake | A comprehensive approach to the re-design of all of the processes associated with intake for regular UI benefits. It also includes the re-design of all of the processes associated with intake of UI special programs including shared work, TRA and DUA. This project shall leverage the existing voice web platform to implement the enhancements designed by UISIM for the processes associated with UI original claims. It includes development of new self-service intake applications for shared work employers, TRA claimants and DUA claimants. ICON processes and processes required to implement the claimant home page are also included. It does not include any processes related to weekly certification for regular UI or special programs claimants. |
| UI Benefits Adjudication | beneadjud | Re-design all the processes related to the adjudication of non-monetary issues, from scheduling the fact-finding activities to performing all the clean up work required once the non-monetary determination is made. Eligibility Issues are identified in the rules engine based on responses from the claimant in the intake, certification and other processes. Issues can also be entered into the system based on outside information - phone call, etc. When these issues are identified, they need to be adjudicated and resolved before payments can be made to the claimant. The application shall assign cases to adjudicators and schedule interviews with claimants. It shall provide a place for adjudicators to record pertinent information as well as a means for the adjudicator to submit and mail the final determination to the claimant and/or employer. In addition, the application shall provide an efficient means for performing the follow-up work required as a result of the determination, including releasing appropriate payments, setting up overpayments, marking wages, removing holds, setting up overpayments, etc. including, where necessary, supervisory review functionality. The application shall also include the issuing and mailing of mass determinations. A mass determination is a single determination on an issue affecting a number of claimants who worked for the same employer. |
| UI Benefits Certification | uibenecert | A comprehensive approach to weekly certification for both regular UI benefits as well as UI special programs including Shared Work, TRA, DUA and SEP. The system shall leverage the existing voice web platform to implement the enhancements designed by UISIM for the processes associated with UI weekly certifications. It includes modifying the existing platform to allow self-service web certifications for Shared Work claimants/employers, TRA claimants, SEP claimants and DUA claimants. (The project no longer includes the enhancements to the certification application to collect last employer information for additional claims because that functionality shall be added in the additional claims short term project which is targeted for completion before this project starts.) |
| UI Benefits Collection | benecollect | The Unemployment Insurance Division Benefit Collections unit collects debt that results from overpayment of unemployment insurance benefits. There are two outcomes from the collection process: Collection - debt is collected; Write-Off - the debt is determined not collectable and is written off as a loss. The purpose of this project is to create a system and processes necessary to manage all levels of collections including insolvency, write-offs and levies. It shall provide Labor staff with the ability to work more effectively and efficiently by allowing garnishment of income of all debtors with debts that have judgments; minimization of the initial collection effort; establish due-process for filing a legal mandate; allow debt to be collected separately, e.g. holding only the debts that are involved in an insolvency or hearing. |
| UI Benefits Eligibility-Entitlement | beneeligib | Consolidate and standardize the entire inventory of UI benefit eligibility and entitlement rules that are currently embedded in the mainframe code of numerous CICS applications within a Service Oriented business rules engine. The rules engine shall work in conjunction with the various applications (including those on the existing voice web platform) to execute such system calculations and processes as: determination of Benefit Rate, identification of issues needing adjudication, establishment of employer charge schedules. This component not only includes the rules engine but also the replacement of UBWR. Personal, eligibility and employer information specific to each claim is accessible in UBWR. UBWR is the mainframe application used by TCC and other Labor staff to view and update UI claims. This application can also be used to enter a UI claim from start to finish but it is more cumbersome than entering a claim in the Remote Initial Claim (RIC) Application. |
| UI Benefits Image Migration | beneimage | Labor employs the now end-of-life IBM ImagePlus™ product for managing electronic documents. The majority of these documents are legal exhibits supporting claims and counter-claims for benefits. The purpose of this project is to replace the Benefits ImpagePlus functions and workflow by leveraging the Enterprise Content manager (ECM) product. ECM provides workflow processing and other functions associated with document storage and retrieval.
IBM’s Enterprise Content Management product has already been acquired to replace ImagePlus. [See the “Enterprise Content Manager Configuration” project.] This project has two elements in its scope:
Migration of the ImagePlus content to the ECM product.
Migration of the ImagePlus workflow to the future workflow process engine.
Once both migrations are complete, Labor shall be able to retire its use of the ImagePlus product to support the Benefits processes. |
| UI Benefits Ledger Replacement | benefitsledger | Replace the current claimant benefit ledger with a newer, friendlier ledger. The current ledger was written in pieces over a number of years. Any code changes are risky because code has been pieced together over the years and the programmers most familiar with the code have retired. This project would also separate the financial information from that other information. Currently, few adjustments to the ledger are automated. Most require staff to calculate the adjustment amounts and enter the transactions into KeyPlus. There are no edits on any of these entries so transactions are sometimes kicked out during the batch because the transactions do not balance. This project shall separate information currently stored on the claimant ledger into two files- the financial transaction information and the employer charging information. Because these files are interrelated, they shall maintain a relationship (You shall be able to view employer charges associated with a payment and you shall be able to view payments associated with an employer’s charges.) Adjustment transactions shall be calculated and posted to the ledger Cases as possible. An on-line system shall be available to staff to post transactions that cannot be posted automatically. |
| UI Benefits Payment Processing | benepayment | Replace the current batch that produces claimant ledger postings and payments. The current batch processing is a lengthy process which basically shuts down the remaining claimant related processes. This project shall receive transactions from other processes, interacting with the new financial package, and post the transactions to the ledger. The new process shall allow other processing to continue while ledger transactions post. This project shall collect transactions from the certification process, the overpayment process and other areas that update the claimant ledger. It shall process the transactions, post results to the claimant ledger (real-time whenever possible) and generate payment transactions when applicable. It shall require interfaces with the new ledger system. |
| UI Confidentiality | uisecret | Labor’s Unemployment Insurance (UI) systems are being transitioned from internal mainframe-based applications to new public-facing web applications. In this new environment, there is greater potential for attacks on the system and consequently for unauthorized access to protected data. An essential strategy for building secure UI with appropriate security planning addressed in a comprehensive manner throughout a system’s life cycle. Resources shall be made available to certain Information Technology managers, developers, and analysts to help improve the security of NYS Labor’s applications. |
| UI Employer Charge Posting | employercharge | Develop a new employer charge master file to replace the current process of posting employer chargers on the ledger. The employer charging process is driven by legislation and is entirely based on business rules and calculations. As such, the scope is limited to changing the technology used to apply the business rules (calculate the charges) and changing the technology used to store/view the information on the system. The charge schedule shall be created from the rules engine and applied by the new charge master file. The charge master file shall be viewable by UI benefits and UI tax staff. Appropriate staff shall also have permission to make updates/adjustments using specially designed screens to be used by a service designed to display charging information to employers via a web portal. |
| UI Employer Registration | uiemployerregis | A comprehensive approach to the re-design of all of the processes associated with UI Tax Registration with the intention of automating many processes using business rules. The final system shall include the ability to register a previously unregistered employer for unemployment insurance if the UI Registration Application is received on paper, from a Field Assignment, GORR or via the web. Also, the system shall support the review of employer registration that was established by the processing center from a quarterly return (NYS45). It shall include the ability to process NYS100 information via the Web for a registered employer, modify employer profile information, and to route the employer to the appropriate place when they choose to interact with the UI application. The application shall provide the ability to establish a POA on the system and to establish a relationship between a POA and an employer. It shall also include the ability to establish an association between an employer location and a claimant and to send and receive data updates to Tax and Finance. |
| UI General Ledger Implementation | uigledger | Build and deploy an Accounting System for UI Employer and Claimants (Tax and Benefits). PeopleSoft™ shall be used as the base product. This system shall replace a home-grown legacy general ledger system which is implemented as poorly integrated batch processes running against non-normalized record types in a flat file system. |
| UI Hearings and Appeals | hearings | Hearings and Appeals manages and reviews the hearing and/or appeal requests submitted by Claimants and Employers on any determination with which they disagree. Hearings and Appeals prepares case documentation for submission to Labor Administrative Law Judges, manages, reviews, and appeals cases taken to the Labor Department Administrative Law Judges and the Appeal Board and, also recommends appeals to the Labor Department Attorney General’s office for appeals to higher courts. The vast majority of this work is manual and paper intensive. The Hearings and Appeals system and processes shall improve Labor’s ability to provide quality and flexible services to Claimants and Employers. It shall provide Labor staff the ability to work more effectively and efficiently by automating business activity to reduce redundancy and errors, create electronic files and forms and automate the implementation of hearing decisions to reduce cycle time. The system shall create a Hearings and Appeals system which shall provide a self-service portal for various customer needs: protest monetary and non-monetary determinations; provide customers with status updates; provide the functionality to withdraw a hearing or an appeal, as well as functionality for effected parties to read hearing and appeal decisions and request an appeal of those decisions. This system shall also provide a mechanism for an employer to proceed to an Informal Conference for a hearing request based on an audit determination. The system shall also provide Labor users with electronic hearing files eliminating the manual routing of paper hearing cases. Labor users shall also benefit from automated implementation of some hearing and appeal decisions. Business rules shall be developed to verify required information is supplied, reducing the need for multiple reviews. |
| UI IVR - Additional Claims | uiivr_addclaim | Intended to automate the current additional claims process for web claims, the system shall collect additional information regarding the break in claiming a weekly benefit due to employment. The current additional claims process currently involves mailing a two-part form to the claimant to collect information. The new process shall automate that process by collecting the employer information up-front and mailing the form to the employer at the same time creating a form containing all of the responses to be scanned directly into the imaging system. This shall eliminate a significant manual process for the Central Support unit as well as provide more information earlier for adjudication of issues. |
| UI IVR - Original Claims | ivr_origclaim | By extending the existing self-service system for filing original claims, we shall expand the number of original claims that are filed without the assistance of a Telephone Claims Center (TCC) agent. The new system shall allow more original claims to be completed from beginning to end without any manual intervention. This shall reduce the workload on the TCC staff, and speed up the claim submission process for the claimant. With a claims load of 13,000 per week, this has the potential to allow an additional 1300 self-service claims each week, saving an average of 6.75 minutes per claim. |
| UISIM Conceptual Data Model | uidatamodel | Develop the Conceptual data model representing the Unemployment Insurance enterprise including both UI Tax and UI Benefits data. This Conceptual data model shall be used to derive future UI Logical data model and UI Physical data model. The UI Conceptual Data Model shall include all data supporting the following - UI Benefits Operations (including Claims, Adjudication, Benefit Payment) UI Tax Operations (including Registration, Rating, Returns Processing) UI Collections/Audit Operations. The initial data model shall not include data specific to functions of the Unemployment Insurance Advisory Board (UIAB) or the Division of Employment Services (DOES), although relationships to UIAB and DOES processes shall be included. |
| UI Tax Adjudication | uitaxadjud | A comprehensive approach to the re-design of all of the processes associated with Tax Adjudication. This system shall include the ability to handle all new issues that require determinations and existing issues that are being protested and need to be adjudicated. The adjudication task may have been initiated by an employer, Knowledge Worker or field assignment data. This system shall include the ability to review employer data, protests, wage reporting data, and penalties, in order to determine if there is enough information to make a determination in addition to capturing the determination in the system and sending any required correspondence. |
| UI Tax Collection | taxcollect | The purpose of this project is to create a system and processes necessary to manage all levels of collecting UI Tax and Failure to File penalty debts. The UI Tax Collections project will create a Collections Management System which will provide functionality for DOL users to pursue money owed to NYSDOL by NYS Employers. The system will have the functionality to: track debt; initiate collection task by identifying debtors to be contacted; identify debt as collectible, in passive collections or active collection status; accept electronic payments via Electronic Funds Transfer (EFT), Demand Draft or Credit/Debit Card; track payment schedules; identify when payment is not received; create and manage payment arrangements, identify defaulted Payment Arrangements; and automatically escalate collections if needed. The system will allow debtors to: establish Payment Arrangements online via a self-service portal; respond to dunning letters and view the status and balances of accounts receivable. The system will also allow DOL users to set up 3rd Party Payment Arrangements, perform Pre-SWOP reviews, manually update the status of a debtor i.e. selected for SEOP; initiate the filing and management of warrants and judgments both on paper and electronically; initiate garnishments and levies. |
| UI Tax Image Migration | taximage | The purpose of this project is to replace the Benefits ImagePlus™ functions and workflow by leveraging the Enterprise Content Manager (ECM). ECM provides workflow processing and other functions associated with document storage and retrieval.
IBM’s Enterprise Content Management (ECM) product has already been acquired to replace ImagePlus (see Enterprise Content Manager Configuration Project). This project has 2 elements in its scope:
This project has 2 elements in the scope:
1) Migration of the ImagePlus content to the ECM product.
2) Migration of the ImagePlus workflow to the future workflow process engine.
Once both migrations have occurred Labor shall be able to retire its use of the ImagePlus product to support the Tax processes. |
| UI Tax Ledger Replacement | uitaxledger | The current ledger was written several decades ago and is no longer able to efficiently handle today’s UI tax business. The ledger has not been able to handle the size and quantity of data, becoming increasingly stressed to its limit over the past decade. Currently the ledger is not capable of accounting for two penalty liabilities; these liabilities are maintained on a separate Penalty System. Maintenance of employer accounts is largely a manual process that requires extensive training for staff to become productive in the required tasks. Currently, few adjustments to the ledger are automated. This process shall include the ability to process remittance adjustments, post returns, payments, and voluntary payments to an Employer Account, create employer payments online, perform daily remittance balancing, and interface with Tax and Finance late filer information and Failure to file data. The product shall enable the ability to generate an on-demand count of the number of employers that would be considered delinquent at the given point in time that the query is executed, produce a daily pre-delinquency count and store the information for review, select employers to receive a pre-delinquency notice (NYS45G) and generate a sample of the data to be printed on the NYS45G. The project shall provide the ability for an employer to submit an inquiry via the Web, and the ability to adjust or cancel a liability on an employer’s account, make an adjustment to an employer’s UI tax return information, adjust a payment(s) applied to an employer’s account and apply a rate adjustment to any returns already posted on an employer’s account. This item was identified as the top Employer Tax priority item in terms of addressing operational pain points and providing savings to operations in staff time and work effort that replace the current employer ledger with a newer, friendlier ledger. |
| UI Tax Report and Payment Process | taxpayment | A comprehensive approach to the re-design of all of the processes associated with Tax report and payment processing. An integrated Tax and Benefits payment processing shall be considered. Highlighted processes in the use case list were intended to be easily leveraged by both UI Tax and Benefits purposes. The integration of the separate Tax and Benefits process models has not been performed due to time constraints and shall be performed. This system shall include the ability to select all employers who receive an NYS-45 quarterly return and create a sample list of quarterly return filers to be verified by a knowledge worker and the interface of that information to Tax and Finance. The system shall include the ability to receive payments from the processing center, validate returns and payments, research suspense and evaluate exceptions, process zero payroll interface, process Tax and Finance seasonal filer, perform annual return selection, select delinquent employers and send Pre-Delinquency (NYS-45G) notice, create Federal Certifications, send quarterly reimbursable bills and issue daily Notice of Transactions IA126/IA126R. This system shall also include the ability to run a payment system assurance batch job daily to capture discrepancies between data files received from the bank and payment transactions posted in the system, create a processing document and route a physical return and/or payment to the processing center, produce a payment (create and post a payment to the appropriate employer account) in the system for IB6 payments (from other states) and payments from the Federal Government that are deposited directly into the UI Trust Fund. Additionally, the system shall include the ability to review a voluntary payment and approve or deny and process it as either a voluntary payment or a normal contribution. |
| Unemployment Insurance Tax Rating | uitaxrating | A comprehensive re-design of all of the processes associated with UI Tax Rating with the intention of automating many processes using business rules. This project shall include the ability to calculate the annual tax rate and recalculate the tax rate based on any changes to an account. The final system shall include the ability to activate a suspended account, process status changes including out of business, liability date change, cancel duplicate, exempt and no payroll suspension, process transfers of experience (total/partial), void transfer of experience, and changeovers (changes an employer type from tax to reimbursable or reimbursable to tax). The system shall include the ability to create, dissolve and add members to a Joint Account and to calculate pending wages. |
| US Labor Confidentiality Requirements | usdolsecret | In order to determine that requirements of security policy are achieved, it is necessary to verify progress against measurable standards. This requires a security review of all systems and services, and development of an agency-wide plan for administration of security controls. The New York State Department of Labor (Labor) shall provide assurance that its information system and interconnected systems have the necessary security to ensure confidentiality of information. Also, Labor shall adhere to new confidentiality requirements recently promulgated by the United States Department of Labor (United States Labor Department) |
| VCC Network Design Review | vccreview | Throughout the implementation of the Virtual Call Center (VCC) infrastructure, there were significant design changes. A few of the reasons for those changes include OFT requirement revisions, closure of the NYC call center, the decision to use the new infrastructure for Tel-Service calls and technical problems discovered during installation. During the first year of production we have experienced many service effecting problems and the system has undergone additional changes. The current configurations need to be analyzed as a whole to ensure that in its current state the system is as fault tolerant as possible, the network architecture is not unnecessarily complicated, VoIP throughput of the equipment and call quality is maximized and the system’s failover mechanisms are set up correctly. Updated documentation of the system shall also be a requirement of this engagement. |
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