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Maine adds efficiency to the unemployment claim process



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The state of Maine has chosen new technology to improve operations and deliver new services. A solution from business process management and customer relationship management provider Pegasystems will reduce the time it takes to resolve blocked unemployment claims and help ensure compliance with regulatory mandates.

The new omni-channel program is designed to accept unemployment claims via the state’s call center or online through a self-service portal. Payment on claims often has been delayed due to missing wages, wrong wage detail or other incomplete information. In the past, the state’s unemployment staff had to follow various time-consuming and error-prone manual processes to pay a claim. With the Pega solution, the state can correct those issues automatically and improve the user experience.

Doug Averill, director of business process management for the state, says, “Our goal is to create a state organization that operates more closely along the lines of successful, private organizations that efficiently manage complex operations and support multiple audiences across multiple locations and multiple communication channels. No matter how our customers need to contact us, we are building a seamless, unified system that will enable that to happen. Pega's platform is the foundation of that system as we continue to improve customer service and increase operational efficiencies across the state.”

A key reason that Maine chose its technology, according to Pegasystems, is the reliable cloud platform, in which applications and data can be moved back and forth securely. The company also reports that it provided an effective way for the state to modernize and leverage aging legacy systems.

(Image courtesy of ShutterStock.com)


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