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Scott Walker, Governor
Raymond Allen, Secretary

Department of Workforce Development
Secretary's Office

201 E. Washington Avenue
P.O. Box 7946
Madison, WI 53707-7946
Telephone: (608) 266-3131
Fax: (608) 266-1784
Email: sec@dwd.wisconsin.gov

Tuesday, December 06, 2016
CONTACT: DWD Communications, 608-266-2722
On the Web: http://dwd.wisconsin.gov/news/
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On Twitter: @WIWorkforce

DWD Takes Additional Steps Following Customer Service Trends Toward Convenience of Online UI Self-Services

With most UI claims now being filed online, Wisconsin in 2017 to phase-out 1990s-era automated telephone system

MADISON – With most unemployment claims already being filed through the state's fast, convenient and state-of-the-art online system, Wisconsin in 2017 will concentrate virtually all Unemployment Insurance (UI) self-services online and phase out a 1990s-era automated telephone system.

The state Department of Workforce Development (DWD), which oversees the state's unemployment system, will continue to operate telephone-based services to help UI claimants navigate online services and assist claimants with certain barriers in completing their claims.

"With most initial and weekly claims already being filed online, it is clear that more customers prefer the convenience of online self-service and are filing for unemployment benefits through their computer, smartphone or other mobile device," DWD Secretary Ray Allen said. "With a UI system that is mobile friendly and easy to use, Wisconsin stands well positioned to join several other states in moving all UI claim filing activity online and transitioning away from telephone-based automated filing."

DWD has long offered online filing services and in 2014 rolled out the first of several dramatic enhancements to its online UI system. Today, three out of every four weekly claims are filed online and three out of five initial claims are filed online.

Online filing services offer several advantages over the automated telephone system, such as:

Additionally, customers can quickly and easily retrieve account information, such as:

DWD is collaborating with regional partners in encouraging claimants without a personal computer or mobile device to file at their local job center, library or other local center with online access.

The automated phone system will be discontinued in phases during 2017, starting in spring.

To file an unemployment claim or to seek answers to claims questions online, UI customers can logon to my.unemployment.wisconsin.gov and create a username and password.