Case Study: The North Carolina Department of Commerce, Division of Employment Security achieves seamless scaling of unemployment claims with Capgemini

North Carolina Processed More Than One Million Sudden Unemployment Claims Seamlessly

The North Carolina Department of Commerce, Division of Employment Security (DES) needed to rapidly scale its unemployment claims and call-center operations when the pandemic triggered an unprecedented surge in demand, rising from about 3,000 weekly claims to more than a million claims in a few months. DES turned to Capgemini and AWS, including an Amazon Connect-based call-center platform and a modernized unemployment benefits system, to handle the spike, prevent fraud, and keep benefits flowing.

Capgemini implemented a scalable AWS-based solution that migrated call-center agents in weeks, added self-service claim-status tools, and supported virtual desktops for 600+ remote employees. The results were significant: DES handled claims at 30 to 50 times normal volume, managed up to 200,000 calls per day, deflected up to 20% of calls through automation, and quickly launched six new benefit programs. Capgemini also helped improve anti-fraud analytics and later replaced a document management app with a native AWS solution.

The North Carolina Department of Commerce, Division of Employment Security

Prasad Allampalli

North America Public Sector Leader