Maryland Internet Claims System

1. MarylandInternet Claims System Carol WalterSystems DevelopmentMay 24, 2000

2. 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

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

4. Take the Claim: By Phone By Internet Follow Up:More Information Targeted Call In: LocalPriorities Reemployment Services

5. Internet Claims 2000 • Internet Claims Taking Must Be Fully Self Service • Expand Public Access • Fully Automate Internet to Mainframe Interface • Reduce Agency Costs

6. Current Information Flow Claimant to Staff Staff toComputer

7. Internet Claims Information Flow Claimant to Computer Computer to Staff

8. Self Explanatory Screens

9. Use Available Data - With Care • Protect Confidentiality • MVA cross check? Long term. • Short term: Don’t pre-fill claimant data.

10. Don’t 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

11. 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

12. 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

13. Fully Automate the Interface • Edit all mainframe input • Determine Transaction Type • All issues are queued for staff • Staff can edit and resubmit on line

14. Provide Real Time Interface • Staff have up to minute claims • Issues are identified immediately • Staff can follow up same day

15. 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

16. 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

17. 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

18. 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

19. 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

20. Thank You!