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