In 2007, we began the process of modernizing the way we deliver economic benefits — taking advantage of new, state-of-the art technologies and national best practices to boost productivity, enhance client service, increase access to benefits, and improve staff satisfaction.

To date, we have implemented the following:

1. Phone-Based Benefits Service Center: 1-800-479-6151.
   Callers can speak to a worker during regular business hours. Callers can also use the interactive, voice response system to access information — 24 hours a day, 7 days a week.

2. Interactive Benefits Website.
   Vermonters can go to mybenefits.vt.gov to:

   • Get information about programs offered by ESD;
   • Apply for programs online; and
   • Access information about their cases.
      

3. Centralized Application and Document Processing Center (ADPC). 
   The ADPC began processing all mail sent to ESD in November of 2009. Employees scan the documents received using high-speed scanners, converting paper documents to electronic images that can be accessed from anywhere in the state.

4. Partnerships with Community Organizations. DCF is partnering with local community organizations that help Vermonters apply for and keep economic benefits. Services offered by community assisters range from providing Internet access to helping clients complete applications.

Modernization is not a one-time process. We are currently implementing a workflow tool to coordinate the specialization of eligibility determination, and we will continue making adjustments to our business processes as needed.

If you have any questions or comments about modernization, send an email to DCF.Modernization@ahs.state.vt.us.