Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
ESD: 90-day call-center pilot raised weekly call capacity 16% and improved first-pay timeliness
Summary
Employment Security Department staff reported a compressed-hours pilot increased weekly call capacity by 16% (about 800 more calls weekly), boosted non-phone work completion by 37%, and raised first-pay timeliness from 67.4% to 70.4% in Q4; the agency proposed extending the pilot through the fiscal year.
Tatiana Roberts told the Unemployment Insurance Advisory Committee that a 90-day call-center pilot implemented Oct. 27 compressed claim-center phone hours to Tuesdays and Thursdays from 8 a.m. to noon and produced results that exceeded expectations.
"Our results far surpassed what we were hoping to see," Roberts said, reporting a 16% increase in weekly call capacity — roughly 800 more calls per week — and an average increase of about 3.5…
Already have an account? Log in
Subscribe to keep reading
Unlock the rest of this article — and every article on Citizen Portal.
- Unlimited articles
- AI-powered breakdowns of topics, speakers, decisions, and budgets
- Instant alerts when your location has a new meeting
- Follow topics and more locations
- 1,000 AI Insights / month, plus AI Chat
