Infosys Public Services Introduces Infosys LaborForce, one of the First Cloud-native Unemployment Insurance Solutions in the Industry

Built on the Salesforce Platform, Infosys LaborForce is designed to help states transform unemployment insurance tax, benefits, appeals, and workforce programs

Infosys Public Services, a US-headquartered subsidiary of Infosys introduced Infosys LaborForce, a fully integrated, cloud-native Platform as a Service (PaaS) Unemployment Insurance (UI) system. Built on the Salesforce Platform, Infosys LaborForce is a tax, benefits, appeals and workforce solution designed to support state governments in building digital and resilient UI systems. The customer-centric solution equips states with advanced CRM and analytics capabilities, a lower long-term cost of ownership, and greater resiliency, that can result in better experiences for the U.S. workforce.

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Meeting the needs of the modern workforce now and in the future

Infosys Public Services has developed LaborForce to address the issues with state unemployment and workforce systems. The COVID-19 pandemic put millions of Americans out of work and state unemployment systems across the U.S. failed to meet the soaring demand for benefits. Infosys LaborForce leverages the proven capabilities of cloud to rapidly adapt to a dynamic work, policy, and economic environment and meet the ever-changing needs of U.S. workers.

Infosys LaborForce supports all end-to-end UI processes, including tax, benefits, appeals, workforce, pandemic programs, family leave, call centers, and customer service. The solution leverages Salesforce’s  rapid low-code development capabilities, enabling states to add new features and functionalities at speed and scale.

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Citizen-centric with enhanced case management

Infosys LaborForce offers automated case management, citizen-centric user experiences, and advanced fraud prevention and detection. For example, using Infosys LaborForce, state employees can utilize functions like click-to-chat to automatically update claims information directly in back-end systems. Infosys LaborForce is also capable of automatically adjusting employer rates based on new information and modifying claims in response – d***** back years if needed. AI-enabled decision-making capabilities also help resolve questions related to employee eligibility, enabling the solution to flag potential fraud or reconcile inconsistencies.

Eric Paternoster, President and CEO, Infosys Public Services, said, “Unemployment Insurance systems are critical to the infrastructure of the U.S. workforce. But over the past decade, too often we have seen these systems struggle to support the requirements of our constantly evolving workforce, public policies, and citizen expectations. The agility of the Salesforce Platform opens up enormous potential for Infosys LaborForce and our National Labor Practice to help states innovate and better support the needs of their citizens.”

Proven capabilities and compliance-ready

Infosys LaborForce builds on the proven design and processing components already implemented in more than a dozen states. The product is designed, delivered, and supported through Infosys Public Services’ National Labor Practice, made up of practitioners that have been exclusively supporting unemployment insurance, workforce, and contact center modernizations for over 20 years. This team of workforce experts has previously helped modernize tax and benefits systems in 20+ states.

States can choose to implement Infosys LaborForce in its entirety or deploy individual modules that best fit their needs. Infosys Public Services also provides states with complementary expertise in service areas including UI training, organization change management, fraud program improvement and design, federal reporting and data validation, legacy systems support and maintenance, user experience (UX) redesign and improvement, modernization and RFP planning, and grant management.

Tyler Prince, Executive Vice President, Worldwide Alliances & Channels, Salesforce, said, “Partners are critical to extending the power of Salesforce across industries – including the public sector. We’re proud to see partners like Infosys build innovative solutions to make state workforce programs for citizens even better.”

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