The mission of the New Jersey Department of Labor and Workforce Development (NJ DOL) is to help New Jersey’s economy thrive. The commissioner and the staff are committed to providing quality service and helping New Jersey’s workforce secure employment with quality employers. In addition to providing career development training and guidance, the NJ DOL handles and processes all unemployment insurance claims in the state of New Jersey.
The NJ DOL’s antiquated legacy systems housed an incomplete data set that led to an untimely handling of unemployment insurance appeals. The system not only lacked important data about the appellant and the case details, but was also missing a record of agent activity. The unemployment insurance appeals backlog had reached more than 18,000 cases, and the average time for processing an appeal had shot up to 189 days — forcing many New Jersey citizens to go months without unemployment insurance or due process of their case.
The U.S. Department of Labor (US DOL) imposes time-lapse regulations when doling out money to states for unemployment programs. Because of its delays, New Jersey was in jeopardy of losing federal funding. State leadership needed a way to help the staff stay in compliance with US DOL statutes on the response time of appeals of upper and lower authorities.
With a grant from the federal government, NJ DOL hired Bluewolf to modernize their business and improve technical processes to better serve New Jersey’s citizens.
We worked with NJ DOL to implement Salesforce Service Cloud, delivering an improved digital and connected experience for New Jersey citizens. We replaced NJ DOL’s legacy system with a proprietary Salesforce FullForce certified solution called Bluewolf AppealsTrak. AppealsTrak automated every step of the appeals process: from case intake and preparation, to appearance scheduling, decision tracking, and reporting. Batch printing through Conga Composer has streamlined decision making and communication, prescriptive data workflows have automated case prioritization, and data quality controls have massively reduced duplicate data in the system, ensuring accurate records and reporting. The new solution was built and deployed for NJ DOL in only sixteen weeks with widespread adoption.