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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, leading to a backlog of individuals needing help navigating the complex re-employment process. To address these issues, EY's Government and Public Sector (GPS) team collaborated with the agency to develop the Virtual American Job Center (VAJC). This innovative 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 based on a short, intuitive questionnaire. This tool not only provided personalized program recommendations but also generated a QR code for users, streamlining the intake process at local workforce centers. Phase Two expanded the platform's capabilities by introducing an online scheduling tool, enabling users to book appointments with AJC staff, either in-person or remotely. This feature integrated seamlessly with the users' previous responses, 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 results of the VAJC platform were significant. The intake process was considerably shortened, allowing case managers to focus on more complex tasks that required higher-level thinking. The platform also provided valuable insights into user engagement, enabling the agency to make informed strategic and financial decisions. The self-service capabilities and convenience of virtual visits have the potential to positively impact thousands of individuals and families statewide, with agency administrators expressing a desire to further promote the platform based on favorable feedback from residents.
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