Mainframe slightly and added electronic document system for fact-finding. Not necessarily different - many offices did groups. Occasionally, claimant provides their own. Have not surveyed since went statewide, will probably do after winter workload subsides. Workload has been high enough since Oct. 1 to keep CSRs busy all week.
Slow times allow for completing fact-finding.
When workload drops, CSRs will be used in other program areas, on program improvement projects, or will be training. Have hired several part-time workers and have less people work on Thursday and Friday. More hands-on claims taking in training.