Unemployment Insurance - Emergency Shared Services
COVID-19 Unemployment Challenges:
  • Sizeable increase in service demands on UI Program
  • Current estimates that initial claims will grow
  • State needs help processing surge of UI claims in coming weeks and months

Emergency Shared Services Offering:

  • Provide a Public/Private Partnership with State
  • Leverage existing Capitol Bridge resources (existing call center operations)
    • Management and facilities in place – easy to expand hours of operation
  • Capitol Bridge provides agents to handle overflow call volumes
  • Capitol Bridge hires unemployed, trains staff and integrates into existing workforce
  • Provides services to Claimants:
    • File Continued Claims, Address Changes, Account/Claim Status,
    • 1099 Questions, Last Debit Card Deposit and Amount, Appeal Status and
    • NTR Quarterly Filing
  • Provides services to Employers:
    • Hotline, Account Status/Inquiry (Overpayments), Account Balance
    • Recent Account Activity
  • Provides general information and services:
    • FAQs (How to file; Local Office locations; Appeals Information, and the like)
    • Outbound dialing services
    • Mailing services
    • Additional Web site services
    • Other back-office services as needed
Why Capitol Bridge

Our skilled team and robust infrastructure offer unmatched benefits — no matter the size or complexity of your program. You can be sure our approach:

  • Ability to go-live in less than 30 days – supplement existing operations
  • Avoids new program start-up risks – leverages trained management / business operations
  • Other Capitol Bridge domestic U.S. base shared services centers available
  • Capable of bringing on-board other regional state programs
  • More efficient and scalable – utilize only services used
  • Performance based
  • As surge recedes, easier to manage reductions and complete timely wind-down
  • Does not stress existing in-house state workforce
  • We have successfully processed more than 75 million agent assisted calls for states
  • Capitol Bridge has successfully expanded HHS related programs (added facilities, staff and technology) for states in 30 days or less