Reimagining digital services to improve customer experience
summary
Rhode Island replaces a COBOL-era UI system and handles over 900,007 claims (avg ~17,000/week) after a Spike Model predicts a 240k–250k job loss, building a cloud PUA claims app in 10 days with RIPL and AWS. Legacy IVR/Web capacity jumps from ~375 concurrent sessions to 2,000 via Amazon Connect, Amazon Lex adds a chatbot, and the new system processes 75,000 certifications on day one. A consumer-facing pizza-tracker for claim progress is under rollout to reduce calls and speed payments.
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chapters (8)
- 0:00Introduction
- 2:59Introductions
- 4:39Unemployment Insurance
- 11:04Unemployment Certifications
- 14:15Time is Money
- 15:59Government Transformation
- 19:23Design Thinking
- 23:59Lessons Learned
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