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Eigen X Case Study - NJOIT - NJDOL - TDI/FLI

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Client Overview

Location: Trenton, NJ, USA

Employees: 3,000

Industry: Public Sector

Solution: Salesforce Government Cloud, MuleSoft

Go-Live Dates: On Going

The New Jersey Department of Labor and Workforce Development is a pivotal state government agency dedicated to supporting and nurturing the labor force of New Jersey. NJDOL is responsible for administering a variety of programs that benefit workers (i.e., unemployment benefits, workforce training and development, occupational safety, etc.). A significant part of its function involves managing the Temporary Disability Insurance (TDI) and Family Leave Insurance (FLI) programs, designed to provide partial wage replacement to eligible workers during times of personal or family health-related absences from work.

Challenge

  • Outdated System Architecture: Dependency on the antiquated COBOL-based DABS mainframe system, implemented in 1988​

  • Inefficiency and Inflexibility: The system's inability to efficiently manage modern operational demands and adapt to workflow changes

  • User Unfriendliness: Challenges in user experience for claim and call center personnel, involving frequent data re-entry and navigation issues

  • Limited Reporting and Processing Capabilities: Absence of real-time processing and reporting, hindering decision-making and responsiveness

  • Manual Processing for FLI Claims: Inefficient handling of Family Leave Insurance claims due to system retrofitting

Solution

  • Modern Technology Implementation: Transition to a cloud-based Commercial-Off-The-Shelf (COTS)/Solution-As-A-Service (SaaS) system

  • Enhanced Efficiency and Flexibility: Aiming for a system that streamlines processes and adapts easily to changing requirements

  • Improved User Experience: Developing a more intuitive and user-friendly interface for NJDOL staff and program users

  • Real-Time Data Management: Incorporating capabilities for real-time data processing and reporting to facilitate immediate decision-making

  • Seamless Integration with Existing Services: Ensuring the new system integrates effectively with NJDOL’s current service offerings

Result

  • Enhanced System Efficiency: Streamlining of claim processing and reduction in manual efforts, leading to faster response times and improved operational efficiency

  • Improved Data Management and Reporting: Introduction of real-time data processing and reporting capabilities, facilitating better decision-making and management oversight

  • Increased Accessibility and User Satisfaction: A more user-friendly interface and increased system availability, enhancing the experience for both NJDOL staff and program beneficiaries