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AWARDS & RECOGNITION

2004 Awards: Digital Government: Government to Citizen

WINNER: Michigan
Electronic Filed Unemployment Claims Project

Bottom Row (left to right): Monique Brown and Murrin Shannon Middle Row (left to right): Theresa Dillard, Karen Faulk, Donna Schmitt and Ada Slayton Top Row (left to right): John Henige, Mildred Hill, Sandy Damesworth and Dave Plawecki

Michigan's telephone and Internet filed unemployment claims system is currently handling 99% of all unemployment filed claims. Thirty-six months ago, 100% of these claims were filed manually, face-to-face. This system allows citizens to submit an unemployment claim from the convenience of their homes using the Internet or telephone (IVR). Prior to these two channels, unemployed workers needed to visit a branch office—some of which could be several miles from their homes in remote Michigan locations. These visits would typically last up to six hours. Michigan's move to 100% adoption of paperless claims has allowed them to close all 43-branch offices in the last 24 months. All telephone and Internet claims are processed in one of three remote initial claims centers (RICC's), located in Detroit, Grand Rapids and Saginaw. Michigan's transformation to a paperless, 24-hour self-service system has resulted in the following outcomes:

	Government operations have improved by dramatically reducing paperwork and manual processing steps. In 2003, over 1,045,200 initial claims were opened. This same volume in 2004 is paperless, representing an elimination of over one million face-to-face intake interviews and companion paper forms.
	Benefits accrued to all parties—the citizen and government. Prior to IVR and Internet technology, citizens would need to visit a branch office, or fill out and mail in a form. Employees receive their checks faster and do not have to waste time with a visit to a branch office to file a claim face-to-face, or to fill out and mail in a claim form (often with errors, causing a further delay). Government has been able to reduce staff costs while speeding-up delivery of services.
	There has been a large return on investment for this project. As Michigan began closing branch offices in anticipation of electronic filing, it allowed citizens to fill out and mail in claims forms. Many of these forms were incomplete, or in error. This required significant staff effort to identify errors and correct them. The Internet and IVR systems don't allow incomplete or bad data to be entered— rigorous edit checks are in place. All submissions are virtually error free. Michigan has been able to reduce staff intake costs and close branch offices by migrating to a paperless, face-less claiming strategy.

"Michigan continues to demonstrate how information technology is making state government more accessible and cost effective.”
Teri Takai, Director, Michigan Department of Information Technology This Internet and IVR filed claims project has served as an excellent example of how government can improve operational efficiencies and increase customer satisfaction, while reducing costs. The Michigan Department of Information Technology plans on extending components of these electronic channels into other enterprise-wide solutions, i.e. call centers. The Internet filed claims component will also be made available (in the future) to the public as part of its enterprise-wide kiosk roll-out.

RUNNER UP:
Florida
MyFlorida.com

NOMINATIONS:
Click on the link to download program submission.

Arkansas
Game and Fish Online Service Suite

Colorado
Internet Counter Report

Iowa
Iowa Court Information System Online

Kentucky
Kentucky's Election Night Tally System

Maine
Maine Criminal History Record Information System (CHRI)

Maryland
Maryland Workers' Compensation Commission Web-enable File Management

Massachusetts
Public Information System e-Government

Montana
Licensee Lookup Service

Nevada
SELF SERVICE RENEWAL CENTER

Oregon
Oregon Vehicle Registration Renewal System

Utah
24/7 Live Help

Virginia
Commonwealth of Virgina: Governor's On-Line Tax Reform Calculator

West Virginia
WVDNR's GoWILD!

Wisconsin
Online Administrative Rules

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