Employment Security Advisory Committee Julie Lord, Director Unemployment Insurance Customer Support May 13, 2019

Agenda Post-peak review Key improvements Claimant survey results Next steps Questions

Improved Service to Claimants Post-Peak Review Triage team answered more than 170,000 calls from October 2018 through March 2019 Awarded the Washington State Chapter of International Association of Workforce Professionals Group Innovation Award on May 10, 2019 Selected to receive national recognition at the 106th Annual Workforce Development Conference in San Antonio on June 19, 2019

Improved Service to Claimants More Post-Peak Review 107,790 claims filed vs 93,832 the year before More than double the total calls answered from 94,612 to 192,530 Intake staff concentrated efforts on more difficult calls Employment Connection staff assisted claimants in 23 local offices Almost 70,000 call-backs scheduled with 93% called within the scheduled appointment window Connect rate at 100% compared to 52% last year – with the “snowmageddon” exception Average wait times improved up to 73% year-over-year

Improved Service to Claimants

Improved Service to Claimants

Improved Service to Claimants Key Improvements to eServices Reduced ‘clicks’ required for customers to perform specific actions, accomplishing tasks quicker Added visual improvements including progress indicators and improved the add, edit, save and upload functionalities Added interface to WorkSourceWA.com for job searches and retrieving job contacts without the need to sign in In partnership with OAH, improved appeal notifications

Improved Service to Claimants

Improved Service to Claimants Claimant Survey Survey of claimants from Jan. 14 through Feb. 13, 2019 Filed one or more continued claims in December Have an email address and accept email correspondence Do not have a fraud determination in this claim year Do not have an ID theft indicator 59,932 claimants received the survey (58,120 English-speaking and 1,812 Spanish-speaking) 27 percent response rate - 16,077 survey responses were returned (15,611 English-speaking and 466 Spanish-speaking)

Improved Service to Claimants Claimant Survey Results

Improved Service to Claimants Claimant Survey Results Q2: Have you used online eServices? 85% said yes.

Improved Service to Claimants Claimant Survey Results Q4: Have you used our telephone system? 62% said yes.

Improved Service to Claimants Claimant Survey Results

Improved Service to Claimants Claimant Survey Results Q7: What can we do to improve your unemployment insurance claim experience? More than 7,600 responses were received. The top four responses are below: Customer Service Accessibility of customer service: expand hours, get more agents (579 votes) Technology eServices: Improve usability (340 votes) Improve customer service experience, train agents on content and empathy (198 votes) Provide more in-person assistance (70 votes) 7,600 responses written

Next Steps Peak planning is underway Considering expansion of hours of customer service Continued enhancement of eservices Staff training modules available in claims centers Working with our EC partners to explore options for in-person service Job search training for claimants early in claim

Questions ?