njdolunemploymentinsurancemodernization.docVIP

NJDOL UNEMPLOYMENT INSURANCE MODERNIZATION PROJECT PURPOSE OF STUDY The UI Modernization Project is tasked with defining the ideal future state for UI benefit delivery in New Jersey. To ensure that we place customers’ needs at the core of this redesign, we are undertaking a short series of individual and group interviews of customers - both claimants and employers. This report represents the feedback from employers and employer agents their biggest frustrations and their priorities for improving the services we provide. This report, and the parallel ones capturing claimant and claimant advocate feedback, will inform the future state workshops. STRUCTURE Chapter A of this report addresses employer experiences when dealing with individual claims, subdivided for experiences with UI personnel, information and forms, and processes and procedures. Chapter B addresses experiences when dealing with employer accounts. Chapter C summarizes the overall experience, including employer wants and potential Quick Wins to improve employer experience in the short term. PROCESS USED TO COLLECT INFORMATION Two employer/employer agent focus groups were held. Nine participants were in the first focus group with three via phone (representing one company), and two participants were in the second focus group. The representatives were mainly from the HR function and dealt primarily with claimant issues and related administration. The three employer agents had broader perspectives. The following summarizes the combined input from all eleven participants. A. EXPERIENCES WHEN DEALING WITH INDIVIDUAL CLAIMS (A-1) EXPERIENCES WITH UI – PERSONNEL Employers found pervasive inconsistencies in the quality of UI personnel. Employers’ key to obtaining good service was to find a knowledgeable and experienced UI person, and to always deal with that person. A common pattern was to build a good working relationship with local managers, and failing that, to identify the regional m