《New Jersey Department of Labor》.pptVIP

New Jersey Department of Labor Unemployment Insurance Modernization Project Contents Contents (cont.) APPENDIX A: CUSTOMER FOCUS GROUP REPORTS Focus groups and interviews were held, prior to the workshops, with (a) claimants, (b) employers and (c.) claimant advocates. Notes from these sessions are attached here. These reports were provided in Microsoft Word format and are therefore inserted into this document (behind this page). APPENDIX B: BUSINESS PROCESS SCENARIOS These scenarios were developed in workshops 1, 2 and 3 to create process steps detail and test draft high level processes. The reports were provided in Microsoft Word format and are therefore inserted into this document (behind this page). Workshop 1 scenarios: intake adjudication Page 1 Workshop 2 scenarios: continued claims, appeals inquiries Page 20 Workshop 3 scenarios: controlling benefit payments collections Page 38 APPENDIX C: Best Practices Crosswalk The DOL team conducted a short survey of State best practices prior to the business process conceptual design workshops, which was used to inform some of the discussions. Before the last workshop, we cross-checked these best practices against the new New Jersey UI design. The document was produced in Microsoft Word format and is attached behind this slide. APPENDIX D: Management Information Example The seventh workshop was dedicated to management information (MI) and how greater availability of MI will change how managers in UI can work. The example attached here was produced to demonstrate how better MI could be used at senior management. How MI Should Be Used at Senior Management Level: Example Key values / objectives for senior management? Provide a high quality service Address legislative mandates and meet / exceed standards Maintain the integrity of trust fund Be the best agency in state government Follow the example of “Fix DMV” Hassle free Customer centric Value people Provide help to people in their time of need How MI Sho