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CONNECT Daily Update - Friday, December 13, 2013

Dec 13, 2013

“I know that the issues with the system have created unnecessary stress for some claimants and I sincerely regret these unfortunate circumstances; I will continue to hold Deloitte accountable to deliver a fully functional system to the State of Florida.”  – Jesse Panuccio, Executive Director of the Department of Economic Opportunity

  • Every claimant is important to us and we will continue to work diligently to ensure every individual receives the assistance they need and the benefits to which they are entitled.
  • DEO staff remains focused on helping individuals successfully file claims and receive payment to which they are entitled. To that end, teams continue to work overtime on individual needs and cases to ensure payment regardless of outstanding technical defects affecting their claim.
  • Teams are continuing to work on resolutions for all remaining system defects according to the plans agreed upon by DEO and Deloitte to ensure a fully operational system.
  • Last night, 38 items went into a system build relating to adjudication, appeals, benefit payment control, central intake, individual claimant issues, employer identification resolution process, interfaces, and reports. Builds are regularly scheduled to occur Tuesday, Thursday, and Saturday of each week.
  • DEO has added a new item to the CONNECT Frequently Asked Questions page regarding user compatibility issues with Internet Explorer 11. This and other FAQs are available here at http://www.floridajobs.org/job-seekers-community-services/reemployment-assistance-center/connect/connect-faqs.
  • Per the recent contract amendment with Deloitte, all corrective action plans must be successfully executed by December 20. The contract amendment also required Deloitte to pay $1.5 million in financial restitution for problems with the system’s launch, reducing their total contract cost by $1 million and providing $500,000 of contracted work credit.
  • Please note that the contract and all amendments have been and will continue to be available for review on DEO’s website at http://www.floridajobs.org/office-directory/division-of-workforce-services/about-workforce-services/invitation-to-negotiate-(itn).
  • Since the launch on October 15, more than 877,000 total claims have been filed using CONNECT and more than $250 million has been paid to claimants.
  • On Thursday, December 12, a total of 21,562 claims were filed using CONNECT and approximately $7.1 million was paid to claimants.
  • Call centers remain open extended hours and will remain as long as needed. Those hours are 7 a.m. to 8 p.m. EST on Monday through Friday, 8:30 a.m. to 4 p.m. EST on Saturdays, and 9 a.m. to 4 p.m. EST on Sundays. DEO added 150 staff to the RA call centers for a total of 395 call center agents to assist individuals with the transition to CONNECT.
  • On Thursday, December 12, there were 22,556 unique phone numbers comprising 90,682 calls to the call center and there were 6,455 live customer interactions.

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