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North Carolina processes more than one million sudden unemployment claims seamlessly
Client Story

North Carolina processes more than one million sudden unemployment claims seamlessly

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Client: North Carolina Department of Commerce, Division of Employment Security (DES)
Region: North America
Sector: Services

DES has a critical mission: administer benefits to claimants who have lost employment due to no fault of their own. At the pandemic’s onset, DES experienced a massive increase in claims. It needed more scalable claims and call-center solutions to handle the surge, pay people on time, and detect and prevent fraud. Now, its modernized technology platform better serves North Carolina workers.

“Thanks to Capgemini and AWS, we were able to process and pay claimants at a time when they needed it most. We have had a long collaborative relationship with Capgemini.”

Raju Gadiraju
Chief Information Officer
North Carolina Department of Commerce, Division of Employment Security

Modernized technology

DES engaged Capgemini to deploy a modern technology solution on AWS. Now North Carolina’s unemployment insurance benefits system scales to meet increased demand and provides critical information security.

“We 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.”

Ready to scale

DES quickly implemented six new benefit programs during the pandemic, on top of three existing programs. North Carolinians could therefore access the additional unemployment benefits implemented because of the pandemic.

“We couldn’t have responded to the large call surge if we hadn’t 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.”

Managing complexity

DES enhanced its anti-fraud solution by adding digital analytical dashboards to help identify anomalies and day-to-day call fluctuations. With the anti-fraud detection and prevention solution, DES can recognize and deny fraudulent claims more easily.

“DES believes in continuous improvement, and we’re working toward a roadmap where we make the solutions at DES fully cloud-native and focused on microservices.”

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