In Brief
Alaska’s Unemployment Insurance (UI) Program sought Resource Data’s expertise to transition from an outdated, in-person customer support system to a virtual contact center. The new system aimed to reduce long hold times and streamline customer interactions. Resource Data led the requirements analysis, testing, training, and coordination among three vendors, four State IT units and multiple State agencies, achieving full implementation in just four months.
Challenge
The existing support system for Alaska’s UI Program was inefficient, often requiring customers to wait on hold for 20 minutes or more. The UI Program needed to unify their three separate call centers with one support solution to enhance customer experience and facilitate future use by other Alaskan State agencies.
“The project management provided by Resource Data was terrific. Resource Data helped the department skillfully negotiate a complex process and implement a successful project in a relatively short time period. The project had an immediate and positive impact for unemployed Alaskans and our department staff.”
—Bill Kramer, Chief of Unemployment Insurance
Solution
Resource Data assisted the UI Program in selecting and implementing a Virtual Contact Center that routed incoming calls, faxes, and emails to the next available agent, regardless of location. The system included an automated call-back service, reducing average wait times from 20 minutes to less than eight. This successful implementation led other departments, such as Administration and Revenue, to adopt the same technology.
Approach
Resource Data’s role encompassed project management during procurement and implementation, requirement analysis, testing, and training. We prioritized the UI Program’s needs and evaluated various call center solutions. The selected Virtual Contact Center was implemented in phases, requiring coordination among three vendors, four State IT units, and multiple State agencies. Despite the project’s complexity, the new system was operational within four months.