Internet Claims In Maryland Improve Access Reduce Cost

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Maryland Internet Claims System
Carol WalterSystems DevelopmentMay 24, 2000
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History of the Project

• ITSC Began Interface 1997
• Initial(reopen,additional) Claims Only
• Prototype Field Tested 1998
• Screen scraped to Mainframe
• Deferred by Reengineering Y2K

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Meanwhile ...

• Shift to Claims by Phone
• Job Service Moves to Self Service Using Intranet
• One Stops Want to Take Claims
• Challenge New Service Network

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Take the Claim By Phone By Internet
Follow UpMore Information
Targeted Call In LocalPriorities
Reemployment Services
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Internet Claims 2000

• Internet Claims Taking Must Be Fully Self Service
• Expand Public Access
• Fully Automate Internet to Mainframe Interface
• Reduce Agency Costs

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Current Information Flow
Claimant to Staff
Staff toComputer
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Internet Claims Information Flow
Claimant to Computer
Computer to Staff
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Self Explanatory Screens
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Use Available Data - With Care

• Protect Confidentiality
• MVA cross check? Long term.
• Short term Dont pre-fill claimant data.

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Dont Collect Redundant Data
New Claim
Additional/Reopen
Contact Info Personal Info Dependents Eligibility
Info Complete Employment Intervening Employment
Contact Info Eligibility Info Intervening
Employment
When SSN, Name, Birthdate Match
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Guide the Claimant To Good Employment Data

• Display wage record employment in search results
• If not found, offer memo box for claimant
  description
• Queue for staff call back

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Provide 24 x 7 Access

• Internet Application will Need
• Current wage employer records
• Name, SSN, Birthdate, BYE
• Transfer Claims As Soon As Possible
• Mainframe Processing Must Handle Duplicates

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Fully Automate the Interface

• Edit all mainframe input
• Determine Transaction Type
• All issues are queued for staff
• Staff can edit and resubmit on line

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Provide Real Time Interface

• Staff have up to minute claims
• Issues are identified immediately
• Staff can follow up same day

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Never lose a claim

• Internet claim provides confirmation number to
  claimant
• Claimant told what to expect
• Internet claims database tracks status
• Mainframe sends receipt back to Internet claims
• Mainframe processes or queues for staff
• Comparative reports

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Proposed Interface
First, identify the claimant and find existing
records
MICS Collect SSN, Name, Birthdate
MABS Find claims Find Employers
Store in MICS Database
SSN, Name, Birthdate
BYE, Employment
InitiateClaimsTaking
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Second, take the claimthrough the internet
When connected, send to MABS
Is there a current claim?
MICSDatabase
Collect Short Form
Collect Long Form
Completed Claim Data
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Claim data
MABS Edit data Find existing claims Determine
transaction type
MICS Database
Staffcorrect claim
ClaimData
Receipt
Is claim ok?
Queue for Staff
No
Third, process the claim through the mainframe
system.
Yes
MABSDatabase
Transaction Data
SubmitMABS Transactions
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The Value Added ...

• Reduce Cost
• Less Staff Time Per Claim
• Clean Claims
• Increase Access
• Claims Taken Anywhere / Anytime
• Part of Network of Self Service Offerings

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Thank You!