Overview: The Florida Department of Economic Opportunity (DEO) embarked on a comprehensive modernization of its Reemployment Assistance Benefits System, known as CONNECT. The program aimed to enhance system performance, user experience, scalability, and compliance following the increased demand and performance failures observed during the COVID-19 pandemic.

Challenge:

CONNECT struggled with outdated architecture, limited scalability, and user dissatisfaction, especially evident during the pandemic when claims surged. The system required immediate stabilization and long-term modernization to support evolving demands, ensure secure and reliable access to benefits, and maintain compliance with regulatory standards. 

Solution:

Radiant deployed and helped with the end-to-end program management and technical execution of the Florida DEO’s Reemployment Assistance Modernization Program. Our responsibilities spanned strategic planning, implementation oversight, and operational governance of 15 interrelated projects grouped into four critical areas:  

  • Infrastructure: Migrating to a cloud-based platform, implementing performance monitoring, and establishing a cloud-based contact center.
  • Software: Upgrading to .NET Core, introducing a DevOps-based SDLC, API integration, implementing a business rules engine, and enhancing user experience.
  • Data & Analytics: Redesigning reporting, enabling data archiving/purging, and implementing Master Data Management for interoperability.
  • Security: Conducting security architecture reviews, integrating multi-factor authentication, and performing comprehensive security audits. 

Technologies Used:

  • Microsoft .NET Core Framework- Upgraded for scalable, modular, and cross-platform applications.
  • Object Relational Mapping (ORM)- Modernized ORM for efficient, secure data access and reduced development time.
  • Service-Oriented Architecture (SOA) & Web API- Adopted service-oriented architecture and RESTful APIs for modularity and integration.
  • Cloud Contact Center Solutions- Replaced legacy phone systems with a flexible, cloud-based contact center.
  • Business Rules Engine- Enabled dynamic rule management without code changes for improved agility.
  • ServiceNow (for Project Management Lifecycle)- Used for project lifecycle management and governance across all modernization efforts.
  • Multi-Factor Authentication and Identity Management Platforms- Deployed cloud-based MFA and improved identity management. 

Outcomes:

Early outcomes included: 

  • Improved system performance monitoring and responsiveness
  • Streamlined claim processing
  • Better scalability and availability via cloud infrastructure
  • Enhanced security posture through audits and updated authentication protocols
  • More user-friendly and mobile-responsive interfaces 

Conclusion:

The Reemployment Assistance Modernization Program exemplifies a strategic, phased approach to transforming a legacy government IT system into a secure, scalable, and user-centric platform. Through our structured project management, technological upgrades, and robust governance, DEO is now better positioned to serve Floridians in times of economic uncertainty while ensuring operational resilience and compliance. 

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