MB-5816 - USA (Arizona) - Unemployment Insurance Benefits Modernization Services - Deadline December 6,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: MB-5816

Government Authority located in Arizona; USA based organization looking for expert vendor for unemployment insurance benefits modernization services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide unemployment insurance benefits modernization services
- to replace its legacy Systems across UI Benefits, UI Tax, and Workforce areas in a cloud hosted environment. At present, UI Benefits modernization is the first priority, and modernization for the other areas is expected to follow. As these projects continue to develop, coordination between multiple Contractors and multiple systems may be necessary
- Increase service level compliance and staff productivity by establishing a dynamic claim intake capability for initial claims.
- Dynamic digital claim that can present the claimant with additional questions and document requests depending on the responses to the initial questions;
- Configurable program rules that can trigger additional questions and document requests depending on the response to the initial questions;
- Ability for a claimant to securely upload a document via the Internet and automatically attach it to the initial claim;
- Dynamic scalability where the screen scales to fit a handheld device (mobile phone, iPad, etc.) and the user can take a picture of their document with their mobile device and directly upload it to the UI Benefits Solution and attach to the claim,
- Increase claimant satisfaction and staff productivity by establishing complete digital servicing capabilities
- Ability for claimants to view the status of an initial claim (received, approved, pended) or continued claim (received, approved, pended paid) via the Internet and complete any relevant actions. Ability to display the reason for a pended initial claim or continued claim
- Ability for claimants to provide additional information or documents that are needed to satisfy pended initial or continued claims via self-service
- Increase service quality and staff productivity by establishing intelligent assignment, queue management and response management for resolving claims exceptions
- Ability to configure queues for individual staff or teams processing claims exceptions;
- Ability to configure rules to drive the assignment of claims based on information on the initial claim (for pended initial claim) or continued claim (for pended continued claim), the prioritization of work in the queues or the escalation of items that haven’t been acted upon in the specified timeframes (escalation timeframe and disposition);
- Ability to assign initial claim or continued claim to resolution queues based on the assignment rules;
- Ability to automatically escalate items that have not been acted upon within the specified timeframes;
- Ability to identify the inventory in queue on a real-time basis and reallocate work across queues as needed
- Improve service quality and staff productivity by establishing robust customer service capabilities:
- Provide staff with a clear view of the information around a particular claimant, initial claims and continued claims information and conversations they have had with UI Benefits staff across UIA
- Integration with multi-channel support including email, chat and screen sharing. Provide readily accessible knowledge base staff can use to look up scripts for more complex questions.
- Reporting of the types of calls received, how calls were resolved and handle time, by day, by month, by staff member by team.
- Improve service quality and staff productivity by establishing effective capabilities for capturing client issues or requests and managing them through to resolution
- Ability for staff resolving the issue or request to log notes from conversation, the actions taken and how the issue or request was resolved;
- Ability to store supporting documents with the issue or request;
- Ability to record a time stamp time whenever staff members take an action on the issue or request;
- Ability to escalate the issue or request if it has not been resolved with a specified time interval;
- Provide the ability to rapidly support new programs at scale by providing the ability to configure new programs.
- Ability to configure application intake, including data fields and required documents, for the new program;
- Ability to configure benefits renewal intake, including data fields and required documents, for the new program;
- Ability to configure program rules for eligibility including eligibility criteria (geographic criteria, time within the geographic region, employment thresholds, earnings thresholds, etc.) renewal criteria and renewal timeframe;
- Ability to publish or expose the application for the new program in the claimant portal so that applicants can apply on-line and provide supporting documentation as needed according to program rules and attach the documentation to the claim
- Improve service performance and staff productivity by establishing robust reporting to

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office premises.

Expiry Date : Monday, 6 December, 2021

Question Answer Deadline : Wednesday, 17 November, 2021

Category : Medical Billing and Coding, Insurance Services

Country : USA

State : Arizona

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