Oklahoma Employment Security Commission

PROJECT PURPOSE

OESC is requesting ARPA funds for two separate needs. The first funding request is for our technology and business process transformation. The transformation was started in Sept. of 2020 during the stress of the pandemic and has continued since then. The project is truly a statewide systems project in that 7of the 9 new technologies we are incorporating will be used as the state standard for other agencies. The second funding request is for the staff at OESC. The agency would like to bring in customer service training for all frontline staff to really upskill our people and elevate the agency's interactions with the public. Along with customer service training, we would like to bring in a consultant to evaluate the structure and staffing at the agency after Jan1, 2022, to see how the agency should operate optimally and reinvest any savings back into staff salaries that currently sit in the bottom third of state agency salaries, not the private sector.

EVIDENCE

There are multiple DOL UIPL?s and organizations such as NASWA (National Association of Workforce Agencies) that have pointed to successes of similar transformations in other states. In the staff improvement space we look towards the goals we have set forth and our regulatory agencies and this sums up our guiding mantra ?the public better understand workforce system operations, enhance services, and pursue continuous improvement for services to job seekers and employers.? This call to action runs through OESC agency operations not only because we are required to meet such measures, but because of the commitment to stay on a course of constant improvement.

POPULATION DESCRIPTION

OESC serves many Oklahoma citizens when they are most in need. By providing a equitable, easy to use and navigate interface and system to access unemployment benefits we are making it easier for anyone to receive benefits despite any obstacles they may have. This system will also ensure that payments are not delayed by legacy technology and the issues that plagued the agency technology during the pandemic will be retired along with its 41 year old mainframe. Additionally the training our staff will receive will benefit our customers the most so we can strive to have "best in class" customer service at all of our locations.

PERFORMANCE MEASURING

Technology Transformation:Multiple routines have been established along with a substantial PMO tracking process to evaluate ongoing progress and identify and escalate issues that may create overruns in budget or timing. Contracts are also closely tied to deliverables with showcases and tight coupling to various business owners to ensure that what is delivered meets needs and expectations. Data collection processes will follow state reference architecture where applicable to ensure the ability to share information across the state where it does not violate requirements as set forth by the DOL. For Staff Training and HR Organizational Consultant: Staff training will be measured by testing at the end of the training a surveys and feedback from customers. The HR consultant will be measured by the percentage reduction in overall staffing and the re-investment in staff salaries to bring them closer to market study findings.

ONGOING INVESTMENT AMOUNT

$

ONGOING INVESTMENT DESCRIPTION

None

ONGOING INVESTMENT REQUIRED

Able to continue operation without additional funding from the State of Oklahoma