Legal Services

In response to an unprecedented 30-fold increase in demand for re-employment due to the COVID-19 pandemic, a state workforce agency in the Southeast faced significant challenges. The agency, part of the state’s Department of Labor, struggled with a drastically reduced staff and a growing number of residents seeking assistance, many of whom were unfamiliar with the system. Traditional face-to-face interactions were no longer feasible, leaving the agency to find innovative solutions to meet the needs of job seekers. To address these challenges, EY's Government and Public Sector (GPS) team collaborated with the agency to develop the Virtual American Job Center (VAJC). This tool provided a virtual self-service experience, allowing residents to explore available from the comfort of their homes. The project was executed in two phases. In Phase One, the team created an Eligibility Wizard that simplified the process for users to determine which programs were relevant to them. Users answered a short, intuitive set of questions without needing to register or provide personal information, resulting in a tailored list of programs and they could access. Each user received a QR code containing their information, streamlining the intake process at workforce centers. Phase Two expanded the platform's capabilities by introducing an online scheduling tool, enabling residents to book counseling sessions—either in-person or remote—with AJC staff. This feature integrated an open calendar displaying available time slots across the state, automatically appending users' questionnaire responses to meeting requests, thus reducing the need for case workers to duplicate information gathering. Additionally, a virtual assistant was implemented to help answer questions and manage call volumes. The implementation of the VAJC platform yielded significant results. The intake process was considerably shortened, allowing case managers to focus on higher-level tasks that required more critical thinking. The platform also provided valuable insights, enabling the agency to measure engagement with specific programs, make informed strategic decisions, and identify geographic areas with high demand for . The self-service capabilities and convenience of virtual visits have the potential to improve the lives of thousands of individuals and families statewide, with positive feedback from residents indicating a strong acceptance of the new system. The agency is now exploring further enhancements to build upon the foundation established by the VAJC.

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