Ohio Department of Job and Family Services

ACG has provided ongoing support for the ODFJFS Statewide Call Center Oversight Project for over ten years. The ODJFS Enterprise Statewide Telephone System supports more than 5,000 desktops seamlessly integrated with IVR/ACD/PBX systems and services that are located at the State of Ohio Computer Center (“SOCC”) in Columbus, Ohio.

ACG has been instrumental and provided services for the planning, implementation, maintaining and managing of the VoIP PBX, TDM PBX, IVR infrastructure, Call Center ACD and ancillary systems development and build-out for numerous ODJFS bureaus:

  • Unemployment Compensation (Local Operations, Trade, Redeterminations, Special Claims)
  • Ohio Health Plans / Medicaid
  • Child Support
  • Unemployment Compensation Tax
  • Unemployment Compensation Review Commission
  • MIS Help Desks (EDI, SACWIS, CRIS-E, etc.)
  • Office of Children and Families
  • Office of Family Stability (TANF, County TA, etc.)
  • Workforce Development (SCOTI)

In support of over 1000 ACD agents and 3000 IP telephones across 30+ locations within this environment; this infrastructure consist of dozens of VoIP and TDM PBX phone systems, IVRs with host integration and hot site locations and Call Centers with ACD, Quality Monitoring, Predictive Dialing, Workforce Management, Simon Real-Time Display Boards, Automated Customer Callback and Call Detail Reporting.

Contact Center Technology

  • VoIP PBX, TDM PBX, Call Center and IVR infrastructure development and build-out for numerous ODJFS bureaus, services included: requirements definition, acquisition consulting, implementation oversight, IV&V review, training and operational support for:
    • Unemployment Compensation (Local Operations, Trade, Redeterminations, Special Claims)
    • Ohio Health Plans / Medicaid
    • Child Support
    • Unemployment Compensation Tax
    • Unemployment Compensation Review Commission
    • MIS Help Desks (EDI, SACWIS, CRIS-E, etc)
    • Office of Children and Families
    • Office of Family Stability (TANF, County TA, etc.)
    • Workforce Development (SCOTI)

This infrastructure consisted of IVRs with host integration (CTI) and hot site locations and Call Centers with ACD, Quality Monitoring, Predictive Dialing, and Workforce Management. Over 1000 ACD agents and 5000 IP telephones across 25 locations are supported by this environment. ACG coordinated these efforts working with multiple product vendors (Aspect, FDGS, NICE, etc.) in addition to telecommunication providers (AT&T, Qwest, Time Warner, etc.) through separate SOWs, Telecommunication Service Requests and Support Tickets.

  • Implemented an automated customer call back system saving callers millions of minutes of hold time and the State hundreds of thousands of dollars.

Voice over IP, Data Network Engineering and Security Planning
  • Voice-over-IP and IP-Telephony technical requirements, design analysis, acquisition assistance, vendor comparison, business case development, technical validation and verification, and strategic planning for campus implementation of 3000 IP phone system (Nortel system on Cisco infrastructure) and long-term conversion to an entire Cisco solution. Enterprise planning for integration of (4) future campus facilities along with 25 outlying offices for migration to VoIP.
  • Voice-over-IP and IP-Telephony implementation oversight, testing, and post implementation support for three large campus installations consisting of approximately 3000 IP telephones and 20 remote facilities with an additional 2000 IP telephones.
  • Network infrastructure design and implementation oversight for ACD/IVR implementation
  • ACG has extensive experience in planning, implementing and procuring firewall, IPS, and monitoring solutions. The team has performed the roles of project manager, designer and implementer for the Ohio Department of Jobs and Family Services re-architecture and relocation of their Internet presence. The project included the replacement and relocation of aging Checkpoint firewalls with new Cisco devices, and implementation of Snort IDS software for intrusion detection. The ACG team has also performed upgrades to new Cisco Adaptive Security Appliances (ASA) as part of a technology refresh and redesign project. This project also included replacing the last legacy Nokia appliance. The heart of the project was reviewing each firewall line by line and making recommendations to simplify the configurations where possible for easier maintenance by network support personnel. ACG currently serves as the subject matter experts for ODJFS in the security arena with future plans to merge their aging site-to-site VPN solution and end of life user remote access device to newer platforms using clientless SSL for remote users. Additional project support is being provided to research and explore an IPS solution for ODJFS.
  • Our experience with VMware started as a byproduct of testing Cisco Call Center solutions. Our client asked for a test bed to validate the solution, we implemented this using VMware server with various Cisco devices running on Linux and Microsoft OS platforms. As a result, we have participated as a member of a conversion team to explore migration of existing systems to the VMware platform. We are responsible for performing impact and gap analysis of proposed migration strategies, reviewing potential implementation options and provide recommendations on solutions presented within the group. Research is ongoing regarding the inner workings of the VMware ESX platform, especially in its use with thin clients, such as WYSE terminals.
  • Created an inter-agency ‘shared services’ technology plan for Office of Budget Management and ODFJS, which included scope for implementations, service level agreements and costing models.

Acquistion Support
  • Acquistion Support RFP, STS, and MMA development for PBX, ACD and IVR environments. Worked with ODJFS to develop requirements for systems and OIT to develop RFP for release for PBX environment. Assisted through vendor Q&A, reviewed and scored proposals. Developed STS/MMA for sole source support for ACD and IVR environments.
  • Assisted JFS with product and solution evaluation. Prepared solution comparison matrices evaluating features, functionality, costs (recurring and startup), scalability, reliability, and peripheral integration. Performed ROI/Cost Benefit studies for Multichannel communications, Quality Monitoring, Auto Dialer, Call Detail Reporting systems.
  • Interim Quarterly Agreement (IDA) development and support for scope modifications and continuity of Agency contractors
  • Assisted the with an assessment of the Agency’s Office of Management Information Systems in establishing clear value-driven personnel resource planning and utilization strategies.

Business Process Engineering& Other
  • Web technical requirements definition, HIPAA compliance requirements, acquisition support and implementation project management for the Ohio Health Plan (Medicaid) – Provider Inquiry System
  • Ohio Job Insurance (OJI) System and IVR Independent Verification & Validation (IV&V) support.
  • Developed the Employer Resource Information Center (ERIC) project user and technical requirements definition for the State of Ohio’s employer tax modernization effort.
  • Developed extensive consumer marketing and communications campaign materials to effectively deploy and announce the new systems to the citizenry of Ohio.
  • Developed preliminary design for new call center application for Franklin County.

MITS Project Support

ACG was engaged by ODJFS to provide professional consulting support to OHP to conduct a MITS Project Assessment and improvement recommendations. ACG developed and provided a MITS Assessment Report that included Go-Live Testing, Training & Implementation Strategy comprised of written observations and recommendations of MITS project deliverables and processes, to support the ODJFS targeted implementation date.
Detailed tasks of the MITS support effort included:

  • Reviewed available project documentation and providing oral and written observations as directed by ODJFS
  • Communicate with key project stakeholders (including but not limited to staff of ODJFS, OHP, CSG, DAS, HP/EDS, FDGS, OBM, OIS and OIT) and provided summary observations and recommendations.
  • Participated in project team, management and executive committee meetings held between August 1, 2010 and
  • August 30, 2010, to review project work components including: project schedule; project status; change orders; proposed changes in staffing, schedule, budget; project communications.
  • Met with the ODJFS Director and ODJFS Chief of Staff to confirm focus areas for Mitigation Strategies, under their direction, for developing findings and recommendations presented in the ODJFS MITS Assessment Report.
  • Drafted the ODJFS MITS Assessment Report.
  • Submitted the draft report for ACG quality review.
  • Revised the draft report based on quality review results.
  • Presented the final report to the ODJFS Director and Chief of Staff for approval.