Reimagining digital services to improve customer experience
summary
Rhode Island moves a COBOL-era unemployment system into the cloud after 900,007 claims in a year (about 17,000/week) and a Spike Model projecting 240–250k job losses. A PUA claims app in 10 days and partnership with RIPL and AWS puts Amazon Lex chatbots and an Amazon Connect increased concurrency to 2,000 fronting the legacy backend, letting the team process ~75,000 weekly certifications on day one (vs prior 375 web/74 phone limits) and prototypes an unemployment “pizza-tracker” to show claim status.
AI-written summary · about
chapters (8)
- 0:00Introduction
- 3:00Welcome
- 4:40Unemployment Insurance
- 11:05Unemployment Certifications
- 14:16Time is Money
- 16:00Government Transformation
- 17:32Working Backwards Process
- 19:24Design Thinking Exercise
related talks
42mLoad Testing Is Complicated: A Case Study of NJ Unemployment Insurance
30mLeaping from Mainframes to AWS: Technology Time Travel in the Government
32mHow We Survived (and Thrived) During The Pandemic and Helped Millions...
29m20x your high-performing agile delivery team
21mTransforming Legacy Banking Systems through Machine Learning
18mRevolutionizing Operations with Intelligent Automation
49mTrue stories: Digital business innovations on
33mModernizing Code Older than You Are: One Student Takes a COBOL Bank App to Hybrid Cloud