1. Arizona Unemployment Insurance Call Center Managing to Meet Performance Measures

2. 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

3. 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

8. Enhancements to Webpage How to Apply
Apply online at
Job Centers

10. 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.

11. Huddles Effective Reciprocal Communication

12. Call Center Daily Operations Report

13. Pareto Chart Peak Times

14. Scorecard

15. Presented by
Miryam A Valenzuela UI Benefits Operations Manager AZ-Interstate Program Coordinator IB Subcommittee Region IX Representative & Policy Co-Chair WK Mobile