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Case Summaries
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Case Summary: AttachMate Enables KansasJobLink Gold Club Protected
The Kansas Department of Human Resources (KDHR) administers the state’s unemployment insurance program. Customer demand led KDHR to launch a very successful telephone-based call center in June 1998 as an alternative to the traditional in-person filing required previously. In 2000, the state saw a significant jump in claims over the previous two years, and KDHR realized it would be unable to meet demand via call centers if claims continued to grow at a rapid pace. With growing customer expectations and an imperative to increase service levels while reducing taxpayer costs, KDHR turned to a Web-based solution. The agency created an online self-service claims filing application using Accenture’s eGovernment Accelerator and Attachmate’s myEXTRA! Smart Connector technology. The Web-based system has met with success, and KDHR was able to realize a return on its investment in eight months.
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