Department of Labor Manages Thousands of Violations 2018-06-26T16:59:07+00:00

Project Description

Innovating Citizen Connectivity with Multilingual Cloud Solution

CDLE, Labor Standards and Statistics

CDLE accepts complaints of missed wages and youth labor violations. 17 – 20 Compliance Investigators manage:

  • 39,000 to 46,000 calls
  • 3,800 to 4,300 formal claims
  • Approximately 2,000 email inquiries
  • Recover about $800k in wages annually

Each complaint  is reviewed by several agents between submission and the decision or appeal. By implementing a new Salesforce solution, complaints are now able to be submitted, edited and tracked online. Each complaint is easily tracked and case hand-off between parties is seamless.

  • Full Lightning Experience functionality
  • Claim deflection through use of a preliminary survey to ensure the user was at the correct department
  • Dynamic forms reduced erroneous form submissions
  • 20-30 different documents were combined into several dynamic Conga Documents
  • Implement automatic notifications and escalation for impending deadlines
  • Reports and dashboards ensured complaints were effectively tracked across every step of the process
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