Infosys Wins Contract To Revamp US State Delaware’s Labour Programmes

Infosys Public Services (IPS), a subsidiary of Infosys, has been awarded a transformative contract by the Delaware Department of Labor to modernise the state’s unemployment insurance tax, benefits and appeals programmes.

In addition, IPS will develop a new system for Delaware’s paid family medical leave programme, with an aim to alleviate operational inefficiencies and enhance customer service.

The initiative will leverage Infosys LaborForce, a cloud-native solution built on the Salesforce platform, known for its capability to deliver good performance and integrate seamlessly with existing state requirements. This system promises to streamline service delivery, improve employee experience and introduce new functionalities to adapt swiftly to changing economic conditions.

Delaware’s existing legacy systems have been plagued by operational challenges and barriers in customer service, hindering timely delivery of critical services. Infosys LaborForce is expected to better these processes by offering a consolidated platform for the Delaware Department of Labor to manage data security threats effectively and combat fraud.

“Facing an aging legacy system characterised by manual processes, incorrect dates and delays, we needed to transform customer experience, optimise and streamline operational processes and provide a technology platform enabling rapid response to quickly changing economic scenarios and an ever evolving federal and state regulatory environment,” said Karryl Hubbard, Secretary, Delaware Department of Labor.

Implementation of the project has already commenced, supported by Project Management Office (PMO) and IT services from CAI, a global services firm. This collaboration is expected to ensure a smooth rollout and maximise the benefits of the new system.

In a statement, Lax Gopisetty, President and CEO, Infosys Public Services, said, “We are honoured and excited to work with the Delaware Department of Labor and help them navigate their implementation journey with Infosys LaborForce. The solution has been designed by Infosys Public Services’ National Labor Practice with experts who have helped modernise labour systems in 20+ states. We look forward to leveraging our extensive experience in enabling Delaware to build a future-resilient system and serve their residents more efficiently.”