It is no secret that due to the Covid-19 crisis many people have lost their jobs, around the United States more than 4.4 million people have lost their jobs and Texas is no stranger to the situation since march 14 the rate of unemployment has grown to 12% and it keeps growing. Usually, the commission receives between 13,000 and 20,000 calls to its toll-free phone number on an average day, however, during the crisis, that number surpassed 1.5 million calls received in 24 hours, crashing completely the systems and stopping unemployment benefits for a lot of Americans.
Majority of people have been hours on the phone trying to apply and those who try to go online notice that the website is not even allowing to register but even those who are eventually getting through are saying that their claims are being denied after being processed through a set of parameters that haven’t caught up to the new circumstances people face in a pandemic.
Now you might be wondering how can this happen? how can a sate so big and with so much money and capacity have a website so unprepared or extreme situations like this one? How can they not be ready and have strong and powerful enough systems to support as many people as possible both on websites and call centers? The answer is easy and its that they as many of you are still using LEGACY SYSTEMS with more than 2 decades of age, and it’s not like they didn’t know it couldn’t handle a large number of people because, in a June 2018 report, it was highlighted the agency’s strategic plan for the next five years to update system’s technology shortcomings.
The workforce commission system is a patchwork of separate systems for tax collection, benefits, and appeals developed in the 1980s and 1990s. It relies on old-school mainframe computers and an extremely outdated programming language. To fix this unfortunate situation the agency added additional servers and updated its computer systems, hired temporary workers to staff the call centers, and expanded its operating hours, helping a couple more people but still not enough. But what should their next step be? well, the answer is easy, transform their legacy systems to a cloud base system, this way the agency will provide, faster service and responses, better customer service, and a lot more efficacy in the process of applications.
In Rhode Island, the DLT began working with Amazon Web Services (AWS) and the tech non-profit Research Improving People’s Lives (RIPL). The project showed how cloud solutions could help the agency better manage large volumes of data, AWS suggested DLT implement Amazon Connect, to replace the department’s legacy IVR and IWR systems and expand its capacity to take simultaneous calls, it happened in just 10 days.
On April 19, its first full day of operation, the new IVR/IWR solution enabled nearly 75,000 Rhode Island residents to successfully file continuing claims, and handle as many as 2,000 concurrent calls per second.
Seeing all of this and the positive results this upgrade can create, the time is now to start making the change, now more than ever people need systems that are reliable and secure and the ones we were using 10 or 20 years ago are not the answer. At Sreeyan LLC. we are more than capable of doing these transitions, we’ve already helped multiple companies in industries liken banking, etc. So what are you waiting to bring your company to the next level?