Case Study: New York State Department of Labor achieves rapid unemployment benefits delivery with Granicus

New York State Department of Labor - Customer Case Study

The New York State Department of Labor faced an unprecedented surge in unemployment claims during the COVID-19 pandemic, with daily calls jumping from 25,000 to more than 1 million as outdated systems and limited staffing strained its ability to help New Yorkers. To respond quickly, the agency worked with Granicus and used govDelivery to improve communication with residents, businesses, officials, and employees while modernizing its unemployment support operations.

Granicus helped the New York State Department of Labor expand its outreach with targeted newsletters, strengthen its IVR and CRM systems, and add chatbot and social media support to manage the flood of requests. As a result, NYSDOL was able to answer tens of millions of calls and paid out $105 billion in benefits to nearly 5 million New Yorkers between March 2020 and March 2022, equal to about 50 years of benefits.

New York State Department of Labor

Emily Connor

Communications Director