{"id":1089613,"date":"2023-11-14T07:25:07","date_gmt":"2023-11-14T07:25:07","guid":{"rendered":"https:\/\/www.capgemini.com\/in-en\/?post_type=client-story&#038;p=1089613"},"modified":"2025-03-21T07:05:40","modified_gmt":"2025-03-21T07:05:40","slug":"north-carolina-processed-more-than-one-million-sudden-unemployment-claims-seamlessly","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/in-en\/news\/client-stories\/north-carolina-processed-more-than-one-million-sudden-unemployment-claims-seamlessly\/","title":{"rendered":"North Carolina processed more than one million sudden unemployment claims seamlessly"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/North-Carolina-client-story-web-banner.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/North-Carolina-client-story-web-banner.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/North-Carolina-client-story-web-banner.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/North-Carolina-client-story-web-banner.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/North-Carolina-client-story-web-banner.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/North-Carolina-client-story-web-banner.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/North-Carolina-client-story-web-banner.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/North-Carolina-client-story-web-banner.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/North-Carolina-client-story-web-banner.png\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:48% 32%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">North Carolina processed more than one million sudden unemployment claims seamlessly<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: North Carolina Department of Commerce, Division of Employment Security (DES)<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: North America<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Public Sector<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/in-en\/news\/client-stories\/north-carolina-processed-more-than-one-million-sudden-unemployment-claims-seamlessly\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/in-en\/news\/client-stories\/north-carolina-processed-more-than-one-million-sudden-unemployment-claims-seamlessly\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Capgemini and AWS delivered a scalable solution for an unprecedented time<\/h2><p class=\"intro-para-content\"><strong>Client Challenge:<\/strong> At the onset of the pandemic in March 2020, DES experienced a massive increase in claims as businesses shut down throughout North Carolina and the rest of the country.<br>\u00a0<br><strong>Solution:<\/strong> DES engaged Capgemini to deploy a modernized technology solution that runs on AWS.<br>\u00a0<br><strong>Benefits:<\/strong><\/p><ul class=\"box-list\"><li>Easily scaled to support a claims surge that was 30 to 50 times the normal volume<\/li><li>Quickly implemented six new benefit programs during the pandemic<\/li><li>Enhanced the existing DES anti-fraud solution by adding digital analytical dashboards<\/li><\/ul><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p><a href=\"https:\/\/www.des.nc.gov\/\" target=\"_blank\" rel=\"noreferrer noopener\">The North Carolina Department of Commerce, Division of Employment Security<\/a>&nbsp;(DES) has a critical mission: administering unemployment benefits to claimants across the state who have lost employment due to no fault of their own. In an average year, DES receives about 3,000 new claims a week through its website and a customer call center.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Handling the pandemic influx<\/h2>\n\n\n\n<p>At the onset of the pandemic in March 2020, DES experienced a massive increase in claims as businesses shut down throughout North Carolina and the rest of the country.<\/p>\n\n\n\n<p>\u201cWe had an unprecedented surge in claims. On a single day in April, we received 55,000 claims, which was around one-third of our volume in an entire year,\u201d says Raju Gadiraju, Chief Information Officer of the Division of Employment Security. \u201cWe went from less than 200,000 claims the prior year to more than a million claims in a few months. This posed two distinct technology challenges: platform scaling and rapid business\/IT operations scaling.\u201d<\/p>\n\n\n\n<p>The division realized it needed more scalable claims and call-center solutions to ensure it could process the large number of claims, pay people on time, and detect and prevent fraud.<\/p>\n\n\n\n<p>DES engaged Capgemini to deploy a modernized technology solution that runs on AWS. During the pandemic, AWS and Capgemini collaborated to migrate the agency\u2019s in-house call-center agents to an <a href=\"https:\/\/aws.amazon.com\/connect\/\" target=\"_blank\" rel=\"noreferrer noopener\">Amazon Connect<\/a>-based platform in only a few weeks that, along with automation and self-service capabilities, helped cut down overall call volume.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Built for flexibility<\/h2>\n\n\n\n<p>The division addressed its scalability challenge by turning to Capgemini, a global leader in consulting, technology services, and digital transformation. Capgemini had already helped DES modernize its unemployment benefit system on AWS in 2018 as part of the Southeast Consortium for Unemployment Benefits Integration (SCUBI) project.<\/p>\n\n\n\n<p>Now North Carolina\u2019s modernized unemployment insurance benefits system can be scaled to meet increased demand and it provides critical information security.<\/p>\n\n\n\n<p>\u201cAWS offers secure and scalable cloud technology, and we leveraged our collaboration with AWS to work seamlessly to build and deploy this solution,\u201d says Prasad Allampalli, North America Public Sector Leader (state and local government), Capgemini.<\/p>\n\n\n\n<p>Using its AWS-based unemployment insurance benefits system, DES easily scaled to support a claims surge that was 30 to 50 times the normal volume. With the Amazon Connect call-center platform, coupled with third-party services, DES managed calls coming in at the rate of 200,000 per day, compared to 15,000 calls a week prior to the pandemic.<\/p>\n\n\n\n<p>The new platform incorporated an interactive voice response (IVR)-based, self-service \u201cclaim status\u201d module users could access online or over the phone at any time. \u201cThe automated self-service solution for checking claim status helped us deflect up to 20 percent of calls that otherwise would have been directed to call-center agents,\u201d Gadiraju says. \u201cThat reduced wait times for callers and made it possible for us to serve more customers.<\/p>\n\n\n\n<p>\u201cWe couldn\u2019t have responded to the large call surge if we hadn\u2019t been on the modern AWS-based platform Capgemini helped us implement. Technology scaling to meet the demand was easier because of the elasticity of AWS.\u201d<\/p>\n\n\n\n<p>Additionally, DES implemented&nbsp;<a href=\"https:\/\/aws.amazon.com\/workspaces\/all-inclusive\/\" target=\"_blank\" rel=\"noreferrer noopener\">Amazon WorkSpaces<\/a>&nbsp;to provide virtual desktop capabilities to more than 600 remote employees, including contractors. This was critical because 90 percent of DES employees had to work seamlessly and securely from home.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-adding-new-functionality\"><strong>Adding new functionality<\/strong><\/h3>\n\n\n\n<p>DES was also able to quickly implement six new benefit programs during the pandemic, on top of three programs that the system was already built to handle, because of the scalability and reliability of AWS. North Carolinians could therefore access the additional unemployment benefits that were implemented because of the pandemic.<\/p>\n\n\n\n<p>Capgemini also enhanced the existing DES anti-fraud solution by adding digital analytical dashboards to help DES identify anomalies and day-to-day call fluctuations. With the anti-fraud detection and prevention solution on AWS, DES can recognize and deny fraudulent claims more easily.<\/p>\n\n\n\n<p>In late 2022, Capgemini and DES again partnered to replace a third-party document management application with an internally developed solution built on&nbsp;<a href=\"https:\/\/aws.amazon.com\/s3\/\" target=\"_blank\" rel=\"noreferrer noopener\">Amazon Simple Storage Service<\/a>&nbsp;(Amazon S3).<\/p>\n\n\n\n<p>\u201cWe replaced that app with a native AWS app, which is the first native cloud-build app we\u2019ve built here. We believe in continuous improvement, and we\u2019re working toward a roadmap where we make the solutions at DES fully cloud-native and focused on microservices,\u201d says Allampalli.<\/p>\n\n\n\n<p>The modernized technology platforms mean DES can better serve North Carolina workers eligible for unemployment benefits. \u201cThanks to Capgemini and AWS, we were able to process and pay claimants at a time when they needed it most,\u201d says Gadiraju. \u201cWe have had a long collaborative relationship with Capgemini.\u201d<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>At the onset of the pandemic in March 2020, DES experienced a massive increase in claims as businesses shut down throughout North Carolina and the rest of the country. DES engaged Capgemini to deploy a modernized technology solution that runs on AWS.<\/p>\n","protected":false},"author":211,"featured_media":1089614,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"f3b99591-3573-437b-8368-852bba6bf38c\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[214,257],"brand":[485],"service":[35,263],"industry":[191],"partners":[170],"country":[],"content-group":[],"class_list":["post-1089613","client-story","type-client-story","status-publish","has-post-thumbnail","hentry","tag-client-story","tag-public-sector","brand-capgemini","service-cloud","service-digital-core","industry-public-sector","partners-aws"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>North Carolina processed more than one million sudden unemployment claims seamlessly - Capgemini India<\/title>\n<meta name=\"description\" content=\"At the onset of the pandemic in March 2020, DES experienced a massive increase in claims as businesses shut down throughout North Carolina and the rest of the country. 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