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Analytics
With this complete set of collected information, agencies can quickly analyze key performance areas of their readiness, share the analysis and act upon the analyzed data. Data representation and visualizations that highlight the department’s successes and gaps in meeting the surge in demand for unemployment services will help you differentiate between actions that are effective, and those that aren't.
Tableau puts your data to work by providing analytics for everyone in your organization. Blend Salesforce data with other sources of unemployment data for a deeper understanding and increased visibility into your programs and caseloads. Get clear visualizations that turn the most complex data into easily digestible snapshots. With Tableau, you can provide your entire agency and your clients with secure, up-to-date, customized views of data—even through browsers and mobile devices.
Overview
Unemployment assistance websites across the country can crash as millions of Americans who have lost their jobs are applying for benefits on dated mainframe-based systems. State unemployment agency call centers can also be overwhelmed by unprecedented call volumes at the time of an emergency. But today’s modern cloud based systems easily afford Labor agencies the scalability to meet the demands of a sharp surge in times of emergencies, and are flexible enough to quickly adapt to the policy changes needed as we’ve seen with the stimulus programs created in response to the unemployment crisis from the COVID-19 pandemic.
This unprecedented era calls for a rapid, flexible approach that allows for the scale necessary to respond. Salesforce proposes a number of capabilities that our government partners should consider:
- Scalable mobile ready websites with searchable knowledge bases and FAQs
- Scalable claims intake that allows easily managed online forms processing
- Case deflection that is informed through advanced AI and digital engagement
- Digital outreach and communications management
- Analytics that provide comprehensive operational intelligence for agency and elected officials
- Interoperability with existing systems and process
Communities
With Salesforce Communities, unemployed workers can access an integrated portal environment where they can search for answers to questions about subjects like how to apply for benefits, document requirements and eligibility rules.
The Community portal can be quickly deployed and easily branded to match your organization’s look and feel, creating a highly tailored self-service experience that includes searchable Knowledge, FAQs, customer-to-agency collaboration and feedback forums. Communities delivers a responsive user interface that maintains a user-friendly look and feel on mobile devices. Mobile-ready technology gives end users quick and easy access to real-time updates on the most recent activity and allows them to access records of all case-related interactions.
Ease the Intake Process
Currently, the biggest problem state Unemployment Insurance (UI) systems are facing is intake overload. This is a challenge Salesforce has helped customers overcome for years. You can quickly set up an unemployment interview process that asks the worker a series of questions to identify his or her unique situation and identify the best pathway forward for that individual. Using Salesforce automation tools, a single Salesforce Flow creates complete and data-cleansed UI application records that can be fed to existing downstream UI systems at a pace those legacy systems can process asynchronously.
Review Status
Applicants can view the status of their requests, upload required documentation, benefits start and end date and payments. They can also communicate with the agency through directly within the portal.
Call Center
Not all citizens can or want to self-serve or utilize the portal to communicate with the agency - which is why enabling call centers and Salesforce is so important. In the Service Cloud console - any computer telephony system can be integrated to receive contact center calls and case requests. Salesforce is web-based so agents can complete their work remotely.
Service Cloud Console
Salesforce provides the necessary capabilities to create an intelligent call center providing service agents all the tools they need to manage an emergency head on. On the case record we can see a 360 degree view of the contact and their case. All of the screens are fully configurable with the page builder so you can decide what components you want and where you want them to be on the page.
Communications with citizens can be done though most channels directly in the console - no more switching back and forth to different applications. On the case, the agent can email the applicant directly utilizing templates that can pre-default text and pull in information from knowledge articles to keep her informed.
Chat Bots
Meanwhile - business owners, independent contractors, and gig workers also need information on how to stay afloat during the emergency. They can login to the community portal and engage with the chatbot to quickly get their questions answered.
The unified self-service experience delivered through Salesforce Communities can be rapidly deployed as your first line of support. The use of this on-demand channel will improve call deflection rates, so that your agents can focus on more complex cases. While chatbots can’t replace humans, they can complement the support-chat experience by offering your clients an always available, friendly and responsive channel to get what they need — fast. Salesforce Einstein Bots can seamlessly enhance your existing agency website or a Salesforce Community portal to help reduce the time clients spend waiting on the phone or for a response to an email.
Communications Management
Timely, transparent, and trusted communication from government to the public is critical in meeting the needs of residents facing unemployment. Effective communications and media engagement strategies will be required to ensure that key messages are conveyed to the public, whether it relates to the availability of unemployment resources or changes to the rules for who is eligible for benefits. Proactively and consistently driving awareness via multiple digital communication channels is a key part of the immediate action that agencies can take to inform the public. With the Salesforce platform, agencies can conduct text mining at scale, identify hotbeds of conversation in social networks to assist in real-time decision making, point citizens to trusted and reliable sources of information and flag posts for follow-up or case creation to be mitigated by off site personnel. Salesforce can support public sector communication management and prioritization strategies through automated communication channels to citizens and affected communities.
Analytics
With this complete set of collected information, agencies can quickly analyze key performance areas of their readiness, share the analysis and act upon the analyzed data. Data representation and visualizations that highlight the department’s successes and gaps in meeting the surge in demand for unemployment services will help you differentiate between actions that are effective, and those that aren't.
Tableau puts your data to work by providing analytics for everyone in your organization. Blend Salesforce data with other sources of unemployment data for a deeper understanding and increased visibility into your programs and caseloads. Get clear visualizations that turn the most complex data into easily digestible snapshots. With Tableau, you can provide your entire agency and your clients with secure, up-to-date, customized views of data—even through browsers and mobile devices.
Overview
Unemployment assistance websites across the country can crash as millions of Americans who have lost their jobs are applying for benefits on dated mainframe-based systems. State unemployment agency call centers can also be overwhelmed by unprecedented call volumes at the time of an emergency. But today’s modern cloud based systems easily afford Labor agencies the scalability to meet the demands of a sharp surge in times of emergencies, and are flexible enough to quickly adapt to the policy changes needed as we’ve seen with the stimulus programs created in response to the unemployment crisis from the COVID-19 pandemic.
This unprecedented era calls for a rapid, flexible approach that allows for the scale necessary to respond. Salesforce proposes a number of capabilities that our government partners should consider:
- Scalable mobile ready websites with searchable knowledge bases and FAQs
- Scalable claims intake that allows easily managed online forms processing
- Case deflection that is informed through advanced AI and digital engagement
- Digital outreach and communications management
- Analytics that provide comprehensive operational intelligence for agency and elected officials
- Interoperability with existing systems and process
Communities
With Salesforce Communities, unemployed workers can access an integrated portal environment where they can search for answers to questions about subjects like how to apply for benefits, document requirements and eligibility rules.
The Community portal can be quickly deployed and easily branded to match your organization’s look and feel, creating a highly tailored self-service experience that includes searchable Knowledge, FAQs, customer-to-agency collaboration and feedback forums. Communities delivers a responsive user interface that maintains a user-friendly look and feel on mobile devices. Mobile-ready technology gives end users quick and easy access to real-time updates on the most recent activity and allows them to access records of all case-related interactions.
Ease the Intake Process
Currently, the biggest problem state Unemployment Insurance (UI) systems are facing is intake overload. This is a challenge Salesforce has helped customers overcome for years. You can quickly set up an unemployment interview process that asks the worker a series of questions to identify his or her unique situation and identify the best pathway forward for that individual. Using Salesforce automation tools, a single Salesforce Flow creates complete and data-cleansed UI application records that can be fed to existing downstream UI systems at a pace those legacy systems can process asynchronously.
Review Status
Applicants can view the status of their requests, upload required documentation, benefits start and end date and payments. They can also communicate with the agency through directly within the portal.
Call Center
Not all citizens can or want to self-serve or utilize the portal to communicate with the agency - which is why enabling call centers and Salesforce is so important. In the Service Cloud console - any computer telephony system can be integrated to receive contact center calls and case requests. Salesforce is web-based so agents can complete their work remotely.
Service Cloud Console
Salesforce provides the necessary capabilities to create an intelligent call center providing service agents all the tools they need to manage an emergency head on. On the case record we can see a 360 degree view of the contact and their case. All of the screens are fully configurable with the page builder so you can decide what components you want and where you want them to be on the page.
Communications with citizens can be done though most channels directly in the console - no more switching back and forth to different applications. On the case, the agent can email the applicant directly utilizing templates that can pre-default text and pull in information from knowledge articles to keep her informed.
Chat Bots
Meanwhile - business owners, independent contractors, and gig workers also need information on how to stay afloat during the emergency. They can login to the community portal and engage with the chatbot to quickly get their questions answered.
The unified self-service experience delivered through Salesforce Communities can be rapidly deployed as your first line of support. The use of this on-demand channel will improve call deflection rates, so that your agents can focus on more complex cases. While chatbots can’t replace humans, they can complement the support-chat experience by offering your clients an always available, friendly and responsive channel to get what they need — fast. Salesforce Einstein Bots can seamlessly enhance your existing agency website or a Salesforce Community portal to help reduce the time clients spend waiting on the phone or for a response to an email.
Communications Management
Timely, transparent, and trusted communication from government to the public is critical in meeting the needs of residents facing unemployment. Effective communications and media engagement strategies will be required to ensure that key messages are conveyed to the public, whether it relates to the availability of unemployment resources or changes to the rules for who is eligible for benefits. Proactively and consistently driving awareness via multiple digital communication channels is a key part of the immediate action that agencies can take to inform the public. With the Salesforce platform, agencies can conduct text mining at scale, identify hotbeds of conversation in social networks to assist in real-time decision making, point citizens to trusted and reliable sources of information and flag posts for follow-up or case creation to be mitigated by off site personnel. Salesforce can support public sector communication management and prioritization strategies through automated communication channels to citizens and affected communities.
Analytics
With this complete set of collected information, agencies can quickly analyze key performance areas of their readiness, share the analysis and act upon the analyzed data. Data representation and visualizations that highlight the department’s successes and gaps in meeting the surge in demand for unemployment services will help you differentiate between actions that are effective, and those that aren't.
Tableau puts your data to work by providing analytics for everyone in your organization. Blend Salesforce data with other sources of unemployment data for a deeper understanding and increased visibility into your programs and caseloads. Get clear visualizations that turn the most complex data into easily digestible snapshots. With Tableau, you can provide your entire agency and your clients with secure, up-to-date, customized views of data—even through browsers and mobile devices.
