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UI Integrity / Improper Payments Joint Federal/State Task Force

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UI Integrity / Improper Payments Joint Federal/State Task Force. State Presentation: NORTH DAKOTA. October 18 , 2011. Areas of National Focus:. Benefit Year Earnings (BYE): Root Causes Identified: Agency Causes Insufficient resources Claimant Causes Unreported/Under Reported Earnings

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Presentation Transcript
slide1

UI Integrity / Improper PaymentsJoint Federal/State Task Force

State Presentation:

NORTH DAKOTA

October 18, 2011

areas of national focus
Areas of National Focus:
  • Benefit Year Earnings (BYE):

Root Causes Identified:

    • Agency Causes
      • Insufficient resources
    • Claimant Causes
      • Unreported/Under Reported Earnings
      • Misunderstanding as to how and when to report
      • Untimely responses to inquiries
    • Employer Causes
      • Wrong period reported
      • Incorrect reporting of employee information
      • Untimely responses to inquiries
areas of national focus1
Areas of National Focus:
  • Benefit Year Earnings (BYE):

Planned action(s) to address:

    • Increase education to claimants and employers
    • Modify existing processes to increase clarity to external customers
    • Rewrite Interactive Voice Response (IVR) System
    • Improve methods to acquire information more timely
    • Converse with DOL regarding increased access to NDNH data warehouse
    • Apply for funding to receive and create effective tools (ie: trend reports)

3

areas of national focus2
Areas of National Focus:
  • Benefit Year Earnings (BYE):

Principal milestones:

    • Implement Updated Interactive Voice Response (IVR) System
    • Create measuring and reporting tools
    • Analysis of data to determine patterns
    • Increased access to NDNH data warehouse

The resulting milestones listed above will be integrated into continuous improvement plans, activities and presentations

4

areas of national focus3
Areas of National Focus:
  • Separations (SEPs):

Root Causes Identified:

    • Agency Causes
      • Timely establishment of issues
      • Insufficient fact finding
      • Reversals / remands of initial determinations
    • Claimant Causes
      • Misrepresentation of facts
      • Incomplete/missing information
      • Untimely responses
      • Misunderstanding of direction
    • Employer Causes
      • Incomplete/missing information
      • Untimely or no responses

5

areas of national focus4
Areas of National Focus:
  • Separations:
    • Planned action(s) to address:
      • Enhance employer web application for notice of claim response(s) as IT and agency resources allow
      • Increase education methods to employers/claimants
      • Continued training of staff
      • Implement system edit checks for inconsistency in reporting
      • Implement SIDES

6

areas of national focus5
Areas of National Focus:
  • Separations:
    • Principal milestones:
      • Implementation of IVR updates
      • Implementation of SIDES
      • Implementation of internal & external reporting tools
      • Sufficiently informed external customers

7

areas of national focus6
Areas of National Focus:
  • Work Search Issues:

Root Causes Identified:

    • Agency Causes
      • Work search indicator improperly set
      • Lack of valid work search verification (Resolved)
    • Claimant Causes
      • Misunderstanding of a valid work search
      • Improperly reporting work searches
      • Inadequate work search information

8

areas of national focus7
Areas of National Focus:
  • Work Search Issues :
    • Planned action(s) to address:
      • Implement timely work search verification process (Completed)
      • Increase communication to claimant on the definition of a valid work search

9

areas of national focus8
Areas of National Focus:
  • Work Search Issues :
    • Principal milestones:
      • Implementation of IVR updates
      • Decrease in work search issues

10

everybody owns integrity
Everybody Owns Integrity
  • Strategies to Support Owning UI Integrity:
    • Encourage every staff member
      • Create integrity task force
      • Invite communication between departments and units
      • Encourage staff to provide feedback
everybody owns integrity1
Everybody Owns Integrity
  • Strategies to Support Owning UI Integrity:
    • Develop processes
      • Increase tracking systems
      • Increase analysis of data
      • Prioritize IT resources
everybody owns integrity2
Everybody Owns Integrity
  • Strategies to Support Owning UI Integrity:
    • Maintain management oversight
      • Provide progress reports
      • Enhance partnerships with Workforce Administration, local offices, and external agencies
      • Continuous Improvement philosophy and planning
communications
Communications
  • Communications Strategies:
    • To claimants and employers
      • Increase electronic media communication methods
      • Improve existing communication methods
      • Provide frequent reminders
      • Clarify verbal and written direction self-help tools
      • Educate and remind employers of cost control benefits associated with accurate and timely reporting / responses
communications1
Communications
  • Communications Strategies, Continued:
    • To state UI staff
      • Provide periodic feedback meetings
      • Provide progress reports
      • Training of UI staff
      • Integrate integrity initiative with staff performance measures
    • To the public
      • Newsletters
      • Claimant Guide / Employer Guide updates and website updates
      • Self help tutorials
      • Public forums
      • Provide periodic updates to JSND Advisory Council
oh and you gotta see this
Oh, and…You Gotta See This!
  • Killer App: Separation Category
    • Description of Issue – Increase the quality and timeliness of communication between the agency and our employers while streamlining the process to reduce costs
      • Add the following functionality to JSND employer internet application
        • Employers can elect to receive electronic notification / reminders of items that need their attention
          • Separation information – fact finding letters
          • Cross match inquires
          • Work search verifications
          • Quarterly wage / payment reporting
          • Tax due notification
          • Delinquent report / credit / debit notifications
        • Employers not utilizing SIDES can respond online to fact finding letters
        • Provide online “to do” calendar of task due dates
          • Provide hyperlinks to documents or reporting tools requiring action
killer app
Killer App
  • Description of Solution:
    • Enhance our current employer internet application to incorporate items listed on the previous slide.
  • Anticipated Results:
    • Electronic notification / reminders are expected to reduce the rate of appeal reversals by increasing the quality of responses as well as the rate of response
      • Reminders can be sent to an e-mail address or as text to a cell phone.
    • A reduction in employer and agency cost through reduced postage, consumables, and staff time
      • Bonus - Additional costs reductions for employer and JSND as any correspondence can be sent electronically.
killer app1
Killer App
  • Anticipated Results Cont’d
    • Online responses will improve the timeliness and quality of information received
      • Questions can be marked as mandatory, with edits requiring completion
      • Responses would be sent real time to the issue management system used by adjudication staff
    • Visual “to do” list provides a monthly view by day listing all tasks (with links) that an employer needs to complete
      • The “to do” view is expected to increase employer understanding of requirements as well as provide for better response rates and timeliness
killer app2
Killer App
  • Anticipated Results Cont’d
    • Allowing employers to respond to cross match and work search verification inquiries online is expected to:
      • Result in a higher response rate
      • Better quality response
      • More timely response
      • Future ability to integrate the response with ourbenefits system
        • Automatically set issues and send appropriate fact finding inquiries
oh and you gotta see this1
Oh, and…You Gotta See This!
  • Killer App:
    • Cost / Benefit explanation:
      • Many of these enhancements would result in an increase in the timeliness of issue detection with enhanced quality responses
      • Real time online response capability coupled with electronic notification is expected to result in:
        • Increased response rates
        • More timely issue detection
        • Improved quality responses
        • Less manual intervention by staff
      • Online responses do not require staff intervention
        • Response is sent directly to the issue management system and EDMS system
        • Result is a decrease in administrative time / costs due to the streamlining
      • All of these enhancements work together to improve the integrity of the UI program, both by minimizing overpayments and by lowering administration costs
summary and q a
Summary and Q&A

“Integrity: Own It!”

  • Questions?
  • State Contact for follow-up:

Patrick Brown: pjbrown@nd.gov

Phone: 701/328-1680

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