The State of Kansas is home to a wide range of industries including agriculture, aerospace, petroleum, higher education, research, and technology. Kansas government agencies are among the most technically savvy in the U.S., deploying eGovernment applications that vastly improve the delivery of services to their constituents.
The Kansas Department of Human Resources (KDHR), which administers the state’s unemployment insurance program, is a leader in providing services through innovative and citizen-friendly means. A prime example is the KansasJobLink (www.kansasjoblink.com), an award winning Web-based application that brings job seekers and employers together. Job seekers can post a resume, list career preferences and search for jobs, while employers can post job openings.
Contact centers effective but overloaded
Government agencies like KDHR face pressure to deliver more services with fewer resources. Prior to June 1998, job seekers filed unemployment claims in person at local offices. Then, KDHR successfully made the transition to telephone-based contact centers in Topeka, Kansas City, and Wichita. While the phone system was a definite improvement over walk-in offices, the contact centers were not designed to handle the onslaught of claims resulting from a substantial economic downturn.
In fact, KDHR saw a nearly 40 percent increase in claims in one year, and projections indicated claim loads could reach up to 250,000 – a 20-year high. Budget constraints prevented expansion of existing facilities or adding staff, so an alternative resource was a necessity – to quickly achieve optimum customer service, for downsizing employers and displaced workers. A self-service eGovernment alternative could solve the issues of increased customer expectations, and decrease costs of providing services to taxpayers.
TABS project outlines wish list
Faced with rising costs and higher volumes of claims, KDHR initiated the TABS (Tax, Appeals, Benefits Self-Service) project, featuring a self-service Web application. Jim Ingwerson, manager of Call Center Integration for KDHR, said the agency identified expectations and specific improvements to the system, including computer technology integration, scheduling improvements, case management capabilities, file sharing and enhancements, claims filing and employer registration via the Internet.
“We have typical IT constraints that many organizations face,” Ingwerson explained, “so a quick payback is mandatory – no long-term projects with a lengthy return on investment are acceptable.” The TABS project had to be easily modifiable and scalable, both up and down, to meet the changing economic environment, and deliverables needed to be re-usable to help justify associated costs.
KDHR opts for Web service solution
A flexible solution based on Web services fit the way constituents now do business and would allow KDHR to take advantage of existing resources. KDHR selected the Accenture eGovernment Accelerator, a Microsoft-centric “out of the box” solution, and used Attachmate mainframe integration technology as the connection piece from KDHR’s CICS application, on the mainframe, to the Microsoft‚® BizTalk™ server. Because KDHR contact center staff is trained in Microsoft Office, using GUI-based systems for CICS® transactions to the mainframe was logical.
Accenture developed screens which extract information and communicate the mainframe data to the work desk or mainframe browser. Attachmate Solutions use transaction management technology to convert legacy-native formats to and from XML, so that disparate systems can share information and communicate. Attachmate mainframe integration products deliver a fast, cost-effective means for integrating legacy applications with new e-business applications.
The Attachmate product builds on the KDHR technical platform direction and leverages current business logic, essentially allowing the mainframe CICS information and other applications to be presented as Web services. With flexible yet simple integration, the Web services provide an extensible platform for future development. Because Web services use open standards, it is a safe decision and can easily integrate with future systems and technologies.
Fast deployment equals fast ROI
The real benefit for KDHR is the speed with which the TABS project is being executed. In a relatively short time, KDHR deployed KansasJobLink, with great results. “The Web service option yielded the best ROI, with a combination of re-use, the ability to accommodate requirements, agility for simple ongoing modifications and extensions, and fast deployment,” said Ingwerson. “In fact, we expect a return on our investment in just eight months.” The state is currently using Attachmate mainframe integration solutions to integrate a Siebel® CRM system into their Web service platform to increase productivity to their contact centers. The extensible nature of the Web service architecture makes this a relatively simple integration.
Web service solution working well
According to Richard E. Beyer, KDHR Secretary, “Now we can make filing claims a little easier by offering it online. It’s safe and confidential and people can access it from any computer with Internet access.” KDHR officials estimate that 20 percent to 30 percent of all claims will be filed over the Internet.
“We have reduced calls into the contact center through more timely processing,” added Ingwerson. By allowing claims via the Internet, staff can spend time on claims that require more assistance. Providing forms on the Web allows data to be automatically stored and transferred to the state’s mainframe. KansasJobLink has been a tremendously successful venture, testifying to the vision and leadership of KDHR.