RFP for UI Claimant Portal

Background
The Illinois Department of Employment Security (IDES) is responsible for administering Unemployment Insurance (UI) and Employment Services programs in Illinois. This RFP aims to procure a new Claimant Portal and Application to enhance the claimant experience and ensure equitable access to UI benefits.

The project aligns with IDES's mission to improve service delivery and compliance with US Department of Labor requirements, particularly in light of the increased demand for UI services during the COVID-19 pandemic.

Work Details
The Vendor will design, develop, implement, and support a web-based UI Claimant Portal and Application integrated with IDES’ legacy systems. Key features include:
- Benefit Administration: Determine Claimant Eligibility, Manage Benefit Appeals, Manage Claimant Applications.
- Customer Service: Manage Customer Portal and Self-Service, Respond to Customer Requests.
- Dashboards: Payment dashboard, Application status dashboard.
- Enterprise Enablers: Manage Forms and Documents, Business Intelligence Reporting.

The solution must follow agile development practices, incorporate human-centered design elements, and ensure reliable performance under varying claim volumes. The Vendor will also provide training materials and support for users.

Period of Performance
The contract will commence on June 6, 2025, with an initial term of three years. There is an option for renewal up to seven additional years depending on performance and needs.

Place of Performance
The services will be performed primarily in Illinois, with all data hosted within the contiguous United States.