Governing for Results 13 - Washington State Digital Archives

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Employment Security Department End to End Collection Process Until May 2000, Employment Security Department’s (ESD’s) Benefit Payment Control Unit (BPC) had two distinct business operation teams to recover overpayments of Unemployment Insurance Benefits—one for initial collections and another for garnishment. Processes did not work well for overpayment customers because they had to deal with different people on the Collections and Garnishment Teams. Collectors were performing repetitive clerical support tasks that kept them from taking on more revenue producing accounts. The two BPC teams flow charted processes, brainstormed, and designed a flow chart for the new process. They created a management system where one BPC team member works with an overpayment customer throughout the entire repayment process. FTE's have been converted to clerical support positions preparing legal documents, freeing up the professional and technical positions. Technology was introduced allowing easier access to account files. The phone system has also been improved. When overpayment customers call in and identify the last four digits of their social security number, they are immediately connected to a personal account manager. Results ★ Increased revenues to the Unemployment Insurance Trust Fund from overpayment accounts by 20% or a total of $1,172,000 in the first six months. ★ Saved $45,844 a year in staff salaries by converting two FTEs to clerical support. ★ Increased the solvency of the Trust Fund through faster recovery of the principle portion of a benefit overpayment. ★ Improved collection and detection methods from increased interest revenue. ★ Improved customer service by timely release of garnishment documents, eliminating unnecessary withholding of money. Team Name: Benefit Payment Control Team Team Members: Carole Bernhardt, Becky Richards, Bill McDonald, Pam Sulenes, Pat Kirk, Maria Laucirica, Leovy Cabrera, Terry Casillas, Linda Marshall, Kathlyn Sweet, Renee O’Hara, Matthew Thompson, Iris Riutort, Debbie Calcote, Robin Hedden, Lisa Zolman CONTACT: Carole Bernhardt, (360) 902-9787 81
Employment Security Department Tax Legal Correspondence The Employment Security Department Tax Administration staff are responsible for issuing legal documents that include notice of assessment, liens, release of liens, satisfaction of warrants, deferred payment contracts, and notice to withhold and delivery to employers who have outstanding Unemployment Insurance tax debts. The processes were time intensive, manual, and the legal documents lacked professional and consistent appearance. Microsoft Word was used to create documents with a professional appearance, and NAPERSOFT provided the capacity to calculate penalties and interest rates. The team used new Web technology to develop and design a system that eliminated the inadequacies of using two systems to create the legal documents. The new Intranet system provides quality legal documents for use by statewide tax staff saving FTE hours. Results ★ Saved 3,120 FTE hours by streamlining and automating the production of legal documents from a manual personal computer word application. ★ Decreased risk to the agency and improved the quality, appearance, and consistency of legal documents. ★ Increased efficiency and accuracy for issuing legal documents by eliminating keying errors. ★ Eliminated unnecessary work and improved employee morale. ★ Provided assurance that all employers with delinquent accounts are treated fairly. Team Name: Tax Legal Correspondence Team Members: Sam Simpson, Dale Zimmerman, Peiter van Amerongen, Jim Schodt, Kurt Malizio, Joe Rueter, Angela Siegel, Michael Cobb, Don Wilson CONTACT: Sam Simpson, (360) 438-3298 82
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SINGLE AGENCY PROJECTS Board of Acc
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Board of Accountancy National Award
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Governing for Results 13 - Washington State Digital Archives

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