In early 2020, the North Carolina Division of Employment Security (NC DES) was facing an unprecedented new reality—suddenly receiving around a third of their annual call volume in a single day from citizens experiencing a challenging time in their lives.
To efficiently handle the new record of 55,000 claims in one day, NC DES needed a solution offering scale, speed, and fraud management. As well, the solution needed to address the human element—90% of employees now working from home.
NC DES had begun modernization efforts years earlier as part of a consortium for unemployment benefits integration. However, the surge of daily claims presented a new challenge. The division needed to ensure the exponentially higher number of calls would still be handled with speed and precision—as well as balance on-time payments to those in need while also detecting and preventing fraud. So, NC DES engaged Capgemini to help modernize further, moving calls and claims into the cloud.
Leveraging Amazon Web Services (AWS), Capgemini helped NC DES enable automated self-service capabilities so North Carolina citizens, who were impacted by loss of employment, could get rapid access to information and claim status.
And recognizing that when a constituent engages in the claims process, they’re in the middle of a difficult moment—wanting to figure out as quickly as possible how and when they’ll get paid.
The technology solution offered via AWS and Capgemini delivered rapid response during a time of distress, helping North Carolina pay claims on time when citizens needed it most.
