Case Study: a MidAtlantic state department of labor modernizes unemployment insurance with Computer AID, Inc.

MidAtlantic state department of labor modernizes unemployment insurance with Computer AID, Inc. using a 5-part blended learning model

The MidAtlantic state department of labor faced challenges modernizing its unemployment insurance processes, needing to transition from dated legacy systems to a new Salesforce-based platform. This shift required a robust organizational change management strategy to ensure successful adoption by its diverse staff. Vendor Computer AID, Inc. (CAI) was engaged to help implement this transition.

CAI implemented a persona-based organizational change management approach, tailoring communications and a blended learning model to meet the needs of different staff groups. This strategy included a change champion network, targeted messaging, and a combination of eLearnings, instructional videos, and classroom training. As a result, CAI helped the department's staff feel informed, supported, and prepared, successfully standardizing training and empowering them to succeed in the new digital environment.