Also training is planned to cover the Self-Assessment, Voice of the Customer , and Customers in Focus guides. May. He suggested that attendees sit in on the presentation by the Error Rate Team and see how Florida's error rate was turned around. The RSVP is an interactive voice response system providing claim and payment information to claimants by phone. Florida has now received a grant to expand a pilot to allow initial claims filing by telephone statewide. Moving from there to the progress made with the Tax Redesign Project, he showed how the staff-team worked closely with contractor staff in the agency Customer Center during focus groups involving customers, employers, and agents.
Enough staff is involved that they transfer information and lessons learned to other activities.
He spoke of taking advantage of welfare reform, remote systems and using the new hire program information to lower their UI benefit overpayments. And lastly, he directed the attention of the Conference attendees to the new mission of providing and expediting reemployment, while addressing devolution considerations and AFI conundrums.