Content Writer

During 2020-2021, the Department experienced a significant increase to Unemployment Insurance claims which resulted in several new strategies to increase claim processing knowledge as quickly as possible. The Disability Insurance Branch leveraged an agreement to create a knowledge base consistent with the Unemployment Insurance Branch. The original agreement was negotiated during the COVID-19 pandemic resourcing and focused on Unemployment Insurance Branch services. The Disability Insurance Branch started development of the Knowledge Management System in 2021, however the Branch needs continued support and guidance to develop and maintain the knowledge base in Salesforce. The modifications to the KM Services for the DI KM Team will start on September 15, 2023 or upon final approval and continue through September 14, 2024.

STATEMENT OF WORK

BACKGROUND. During 2020-2021, the Department experienced significant increase to Unemployment Insurance claims which resulted in several new strategies to increase claim processing knowledge as quickly as possible. The Disability Insurance Branch leveraged an agreement to create a knowledge base consistent with Unemployment Insurance Branch. An original agreement was negotiated during COVID-19 pandemic resourcing and focused on Unemployment Insurance Branch services. The Disability Insurance Branch started development of the Knowledge Management System in 2021 and this Statement of Work includes support and guidance to develop and maintain the knowledge base in Salesforce.