Spike in unemployment claims provides new workflow challenges

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As a result of COVID-19, unemployment numbers continue to rise, with millions of Americans filing for unemployment services and compensation. Because of the unprecedented number of people needing assistance, it is critical to ensure efficient and timely processing of supporting information needed to complete claims, using electronic processes to aid remote unemployment staff.

Unemployment numbers hit record highs, as a result of COVID-19. Millions of Americans rushed to file for unemployment services and compensation. As of May, more than 36 million Americans applied for unemployment benefits over a two-month period. This quick spike in unemployment benefit requests presents a number of challenges for a remote workforce.

Let go of legacy

With so many employees working from home, including government personnel, managing this massive volume of claims is very difficult using legacy, paper-based processes. During this high-volume time, it's critical to ensure efficient and timely processing of supporting information needed to complete an unemployment claim. While a majority of unemployment claims flow through the state's platform and auto-adjudicate, a number of exceptions can easily consume staff. Getting access to these paper-based documents presents a new challenge for remote workers, who typically retrieve these documents from their office mailroom.

Unemployment offices need to rely on electronic processes — including digitisation, cloud services, secure storage and secure destruction of records — more than ever before to access the necessary documents to process this increased volume of exception claims among their remote workforce.