Arizona Unemployment Insurance Call Center Managing to Meet Performance Measures

History of UI Call Centers in AZ after 2008-2012 Recession Call Centers (Phoenix and Tucson) Staffing Levels Wait Times Dual Workers Enhancement of the IVR System Call Center Operations Monitor

LEAN Initiative Look at improving processes - continuously Encourage everyone in the organization to look for ways to improve Set Improving Mechanisms Communication via Weekly Huddles Implement Scorecards/Scoreboards Top 5 Weekly Goals Continuous Improvement – Kaizen Events

Enhancements to Webpage How to Apply Apply online at www.azui.com ARIZONA@WORK Job Centers

Measure Performance Measure Daily Performance – timely adjustment of schedules Keep a Scorecard / Scoreboard Review Metrics during Huddles Bring up Roadblocks for prompt Resolution Embrace the Red (Needs Improvement) Create Countermeasures to prevent Red Recognize Improvements Gemba Walks – Engage those that do the work to improve it Those who do the work are given the responsibility for improving the work.

Huddles Effective Reciprocal Communication

Call Center Daily Operations Report

Pareto Chart Peak Times

Scorecard

Presented by Miryam A Valenzuela UI Benefits Operations Manager AZ-Interstate Program Coordinator IB Subcommittee Region IX Representative & Policy Co-Chair Mvalenzuela@azdes.gov WK 520-770-3312 Mobile 520-235-7451