Agenda. Introduction Terry Othick, 2 min. Project Overview and Budget...Steve Garcia, 4 min. Project Objectives and Goals Tomas Taylor, 4 min.

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2 Agenda Introduction Terry Othick, 2 min. Project Overview and Budget...Steve Garcia, 4 min. Project Objectives and Goals Tomas Taylor, 4 min. IV & V...Terry Othick, 5 min.

3 Current IVR System Received a $1,000,000 federal grant in 1999 to develop an Unemployment Insurance Call Center Contracted with First Data Government Solutions (Formerly GovConnect) to develop a new IVR System Developed Interface with the new UI System developed by TCS Legislative Changes and Testing identified required system enhancements

4 Project Benefits Streamline Claimant Calls (refer to Appendix 1) Reduce Call Queue Times (refer to Appendix 2, 3 & 4) Improve Call Center Staff productivity through skill based routing Greatest Benefit Improve Customer Service to New Mexico s displaced workers Provide a disaster recovery system for this critical unemployment insurance system

5 Budget Coding Upgrades and Legislative Changes - $26,099 Telecommunications Infrastructure - $115,000 IVR/Redundant and Fail-Over Hardware/ Software Server - $45,000 Total Funds Requested: $186,099 Funding Sources: Special Federal Reed Act funds were appropriated through the recent legislature to to enhance Interactive Voice Recognition Call Center Functions and to improve processes. All of the required funds will come from this funding source.

6 Project Timeline 1 3-Aug Aug Aug-07 3-Sep Sep-07 7-Sep Sep Oct-07 8-Oct Oct Oct Oct-07 5-Nov Nov-07 9-Nov Nov-07 3-Dec Dec-07 7-Dec Dec Dec-07 IVR Upgrades/Enhancements and Legislative Changes $26,099 Contract Approval Coding Script Changes User Acceptance Testing and Deployment to Production IVR Fail Over/Redundancy Platform $45,000 Analyze and Configure Current System Install Hardware and Deploy Redundant Software User Acceptance Testing IVR Infrastructure Enhancements $115,000 Configure and Install T1 Site licenses User Acceptance Testing Full IVR Project Timeline

7 IV & V The majority of this request is for T1 communication lines and server hardware. Only $26,099 of the $186,099 is for enhancement of software functionality, including script changes, menu option enhancements and legislative changes. The current vendor that developed and supports our IVR system will implement the software enhancements. Our agency has had a positive relationship with this vendor and has full confidence that the vendor will meet their responsibilities in completing the enhancements. NMDWS is formally requesting an exemption for the IV&V requirement for this effort. A memo will be submitted from the NMDWS CIO to the State CIO.

8 Current Infrastructure CSR PHONES Telephone Mainframe DB2 CONNECT EJB AIX.53 AIX.51 CHANNEL BANK Client communicates to CIC IVR via Aculab application. CIC IVR 1 Outbound T1 PRI Spans 2 Outbound PRIs External Transfers 7 T1 PRI Spans 7 SPANS (PRI) INBOUND X4000 CIC DB CSR CSR CSR Proposed 4 Aditional T1s QWEST DMA FUJITSU Proposed 4 Additional Outbound Patch Lines T-3 INTELLICENTER Current Claims Telco and Network Infrastructure

9 Proposed Infrastructure CSR PHONES Telephone Mainframe DB2 CONNECT EJB AIX.53 AIX.51 CHANNEL BANK Client communicates to CIC IVR via Aculab application. CIC IVR 5 Outbound T1 PRI Spans 2 Outbound PRIs External Transfers 11 T1 PRI Spans 11 T1 Spans INBOUND X4000 CIC DB CSR CSR CSR Proposed 4 Aditional T1s QWEST DMA FUJITSU Proposed 4 Additional Outbound Patch Lines T-3 INTELLICENTER Proposed Claims Telco and Network Infrastructure

10 Appendix 1 IVR Application * 8 # Option 1 For English Option 2 For Spanish Option 1 For Claimant IVR Quick Access Options Gen. Inquiry Certification Pending/ Open Issues Gen. Inquiry PIN Resets Initial Claims Application Option 3 For Specific Information Enter Social Security 4 Digit PIN # For Access To Specific Information Claimant Selecta Avaialble Menu Options For Specific Infomation Related To Their Open Claim Gen. Inquiry Address Changes Gen. Inquiry Payment Inquiry Gen. Inquiry Claimant Answers A Series of 30 Pre- Screening Questions To Identify Queue Placement UI Queue CWC Queue DUA/EB Queue Task Name Initial Claims Queue Configuration Check Status Gen. Inquiry Claims Status Spanish Queue UCX/UCFE Queue TRA/Nafta OVERFLOW QUEUES ADJUDICATION REMOTE AGENTS Tomas Taylor

11 December-06 Febuary-07 April-07 June-07 October-06 August-06 June-06 1:26:24 1:12:00 0:57:36 0:43:12 0:28:48 0:14:24 0:00:00 Appendix 2 Appendix 2 Average Wait Times October-04 December-04 February-05 April-05 June-05 August-05 October-05 December-05 Febuary-06 April-06 August-04 June-04 April-04 February-04 December-03 Time

12 October-06 December-06 Febuary-07 April-07 June-07 August-06 June-06 30,000 25,000 20,000 15,000 10,000 5,000 0 Appendix 3 Appendix 3 Number of ACD Calls October-04 December-04 February-05 April-05 June-05 August-05 October-05 December-05 Febuary-06 April-06 August-04 June-04 April-04 February-04 November-03

13 Mar Week 2 Mar Week 3 1:40:48 1:26:24 1:12:00 0:57:36 0:43:12 0:28:48 0:14:24 0:00:00 Appendix 4 Average Wait Flash Report Dec Week 3 Dec Week 4 Jan Week 1 Jan Week 2 Jan Week 3 Jan Week 4 Feb Week 1 Feb Week 2 Feb Week 3 Feb Week 4 Mar Week 1 Date by Week Dec Week 1 Dec Week 2 Average Time

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