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  • Dept. of Economic Security, Unemployment Insurance Call Center

Dept. of Economic Security, Unemployment Insurance Call Center

Video: Unemployment Insurance Call Center

Overview

To more quickly serve Arizona citizens, the Arizona Department of Economic Security Unemployment Insurance Call Center applied lean tools to create more efficiency and accountability.

 

The team discovered the call center was only answering 47% of incoming calls and the average time spent on hold was approximately 100 minutes.

 

As a result of their efforts, the call center was able to answer 100% of calls and reduce the average hold time to less than 10 seconds. 

 

 

Percentage of Calls Answered Improved by 47%; Wait Time decreased by 600%

Accessible Video

Highlights

  • ADOT Simple 21
  • Dept. of Economic Security, Unemployment Call Center
  • Dept. of Agriculture, Livestock Branding
  • Disabled Veterans Hunt and Fish Combo License
  • School Bus Driver Certifications
  • Newborn Screening
  • Vehicle Emissions Testing
  • Arizona Government Transformation Office Annual Report 2015
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