State of Texas Workforce Commission

Texas Workforce Commission (TWC) is the state agency charged with overseeing and providing workforce development services to employers and job seekers of Texas. The major functions of TWC include developing the workforce, providing services for people with disabilities to obtain training and employment, and administering the unemployment benefits and tax programs. Additionally, TWC provides support services, including child care for targeted populations participating in workforce training and adult education and literacy services. TWC also provides information and analysis on shifts in occupations and industries within the state and seeks to reduce discrimination in employment and housing through education and enforcement of state and federal laws.

TWC is on a mission to modernize their legacy line of business applications over the next few years. One key line of business application is the Vocational Rehab Case Management (VRCM) system called Rehab Works (RHW). The focus of the VRCM project is to provide VR staff with an updated and enhanced case management system which includes a fully integrated case review oversight capability. Phase 1 of this project, completed in April 2023, moved VRCM to the cloud, updated the core technologies, and upgraded the database structure to help ensure that VR Division staff can more effectively serve VR customers. TWC modernized operations by moving from a monolithic application to a container-based application that utilizes SQL RDS cutting down time needed for operations of infrastructure and allowing the TWC team to focus more on improving the capabilities of the VRCM system to better serve the VR Division staff and constituents.

Phase 2, completed in June, 2023, added enhancements to the new system. New enhancements include integrating the VR virtual assistant with the RHW system, enhancing communication channels with VR customers, automating alerts and providing follow-up messages for outstanding tasks, streamlining sending/receiving documents online, simplifying the customer appointment processes, and automating documenting customer communication to support efficient case management and follow-up on tasks so staff can focus on quality human engagement instead of data entry and copy/past activities.