1. October 28, 2011  KILLER APP #1:    

2. 2   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Issue   Address public demand for issue resolution without increasing workforce or modifying infrastructure   Proactive identification and notification of unemployment issues on individual claims   Persistently accessible point of contact and submission   User to Agency   Agency to user   Description of Solution   Automated interactive claim review and information submission   provide answers, education, and solutions to claimants and employers using an exhaustive interactive knowledgebase

3. 3   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued)   Centralized electronic messaging system between the agency, information systems and users   facilitate data sharing and cross referencing   establish interface layer between public and agency information systems

4. 4   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued)   enable state specific enhancement of any information system with supplemental data collection, manipulation, analysis, and storage on the front end   reduce mailing expenses by making it possible to exchange information and documentation over currently established computer networks   Screening process   reduce the need to contact an agency representative   relieve the demands on the Claim Center telephone access line

5. 5   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) User Interface:   The V.O.I.C.E. would be presented on screen as a person and interactions would simulate a person to person experience   a simple picture avatar (no animation)   text statements   option links   Move the conversation along specific topics   Direct users to endpoints

6. 6   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) End Points:   Information endpoint – provides information for clearly defined topics according to the users interactions with V.O.I.C.E.   Action endpoint – claimant is redirected to web apps to complete transactions (file claim, certify, etc.)   Submission endpoint – claimant is given an onscreen form to submit information to the agency   Contact endpoint – claimant is directed to contact agency for claim review due to an identified issue that cannot be resolved by V.O.I.C.E.

7. 7   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Knowledgebase structure:   The knowledgebase would be organized in logic trees according to user and category of information   Claimant specific logic tree

8. 8   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Knowledgebase structure:   Employer specific logic tree   Knowledgebase access control by user and category

9. 9   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Agency uses:   Proactively identify possible issues that should be addressed by agency   improper payment   wrong separation issue   unaddressed employment   Gather statistics concerning what issues claimants navigate to   on a per claimant basis   on a general public basis

10. 10   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Agency uses:   Reduce unnecessary contact by requiring claimants to first navigate beyond provided answers and solutions.   Direct claimant submissions to various/multiple departments   Provide online submission form to keep agency contact information hidden from the public

11. 11   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Agency uses:   Initiate agency notices for claim review   send alerts to the agency invisible to the claimant for follow up when the claimant does not initiate contact concerning a V.O.I.C.E. identified issue

12. 12   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Agency uses:   attach form letter notices to claims that can be provided to the claimant when the V.O.I.C.E. is accessed by the claimant   incomplete claim statements (provide statement to be completed and submitted online)   proof of earnings (instruct claimant to provide documentation by fax)   rebuttal (provide form to be completed and submitted online)   address correction due to returned mail (provide form to be completed and submitted online)

13. 13   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Agency uses:   notice of non payment   failure to certify (connect claimant with weekly certification application)   disqualifying answer (instruct claimant to contact agency)   excess wages (connect claimant with claim filing application)   notice of non-current certifications (connect claimant with weekly certification application)   Identify specific claims when session information is available (user has logged in to their account)

14. 14   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Claimant uses:   Acquire simple answers to questions   learn to prevent issues and improper payments   resolve questions and continue claims without contacting agency   Directly connect to online application services as needed   new claim   weekly certification   change address   pin reset

15. 15   Killer App #1 Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Claimant uses:   statement completion   appeal request   issue submission   Receive V.O.I.C.E. initiated notices to contact agency for claim review based on the claimant’s interaction with V.O.I.C.E.   provide specific instructions to claimant as to what information or documentation is necessary for their specific issue

16. 16   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Claimant uses (continued):   Receive agency initiated notices to contact the agency for claim review   By account login   By email   By mobile device

17. 17   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Employer uses:   Acquire simple answers to questions   Receive agency notifications   Submit information online   separation statements   at time of separation   as requested by the agency   submit mass layoff notice   report new hires

18. 18   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Description of Solution (continued) Employer uses (continued):   Dispute charges   Request appeal   access claim documentation and statements online to prepare for appeal hearing

19. 19   Killer App #1: Virtual Online Interactive Claim Examiner (V.O.I.C.E)   Anticipated Results   Increased issue resolution by providing answers, education, and solutions to claimants and employers online all hours of the day   improved claim processing turn around   reduced agency contact   enhanced data collection and processing   expedited identification of ongoing critical claim issues   reduction in traditional contact expenses

20. “Integrity: Own It!”  Questions?  State Contact for follow-up: James P. Anderson: James.P.Anderson@tn.govJames.P.Anderson@tn.gov Phone: 615/253-4928 20