“And when they get a busy signal, they call the local TV stations and the Providence Journal and all their elected officials - which they should. “There was a limit on our terrestrial computing power, and I was not sleeping at night because I knew if that many people are going to try to hit it, they’re all going to call and it’s going to that backed up,” Jensen says. Jensen might not have enjoyed his dinner, but he was impressed by the user experience. The app showed his pizza’s step-by-step journey - from the kitchen prep table, to the oven, to its placement in the delivery driver’s car and its final journey to his doorstep. That evening, Jensen downloaded the Domino’s app and put in an order. “You know what, that’s just like the Domino’s pizza tracker,” Jensen recalls Pellegrino saying. That’s when the agency’s 25-year-old communications director, Angelika Pellegrino, chimed in. Jensen and his team told the AWS reps they wanted to build system where people could get automated updates about the status of their unemployment claims, reminders if they needed to provide documentation and confirmations when a payment goes out. And with the website down, people started flooding the state’s call center, creating even more backlogs. “We were describing the use case of a person who’s very anxious about what’s going on” - like the status of an unemployment check - “and we were describing what we wanted to do.”Īt the pandemic’s onset, Rhode Island’s unemployment insurance system, based on a 30-year-old IBM A/S 400 midrange computer, was equipped to process up to 8,000 claims per day, while a website for people checking the status of their payments could handle about 300 requests at a time before it crashed - which it did. “We were working with the people at and we were in the middle of one of their sessions,” Jensen says, recalling one of many virtual meetings Rhode Island DLT held to address its shortfalls.
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