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Tony Evers, Governor
Amy Pechacek, 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

FOR IMMEDIATE RELEASE
Dec. 27, 2023
CONTACT: DWD Communications
CommunicationsOffice@dwd.wisconsin.gov

DWD Continues Customer Service Improvements for Unemployment Insurance

MADISON – As part of the Wisconsin Department of Workforce Development's (DWD) continued efforts to modernize its Unemployment Insurance services, the agency is launching a project to upgrade the Unemployment Insurance employer portal while also progressing with work on new tools to calculate benefits for claimants.

"The new employer portal will offer significant efficiencies and streamline processes for employers," said DWD Secretary Amy Pechacek. "Greater efficiency for employers will also speed processing times for claimants, reflecting our priority to improve service for all DWD customers."

The new employer portal also will increase security and offer the following:

Modern design and layout;
Expanded functionality that incorporates all UI wage submission requirements and allows users to respond to requests for verification related to a claim; and
Secure messaging and document upload options for more convenient and secure communication.

The Employer Portal upgrade follows other modernization efforts underway throughout DWD, including:

DWD's ongoing UI modernization efforts designed to replace the legacy UI information technology system to improve speed and accuracy in benefit payments and improve the user experience by making the system easier to navigate. This UI System overhaul transforms how staff will interact with the system and provides modern tools for viewing the benefit calculation and liability engine to better respond to claimant inquiries.
Additional claim assignment tools that reduce inefficiencies in the assignment process and allow for timely resolution of any issue identified on a claim.

More details about the latest upgrades to the UI benefits system and the employer portal project can be found in this UI Modernization Update video. Previously reported progress on modernization includes:

Artificial Intelligence augmentation and fraud screen tool advancements;
A cloud-based omni-channel contact center;
Virtual customer service agents that are available 24 hours a day, 365 days a year, to answer common questions in English and Spanish;
An online chatbot called Mattie Moo that can answer common questions in English, Spanish, and Hmong;
Fraud detection through LexisNexis and the National Association of State Workforce Agencies' Integrity Data Hub;
An online filing process and document upload capability that uses AI to enter data instead of manual data entry;
Secure online messaging with adjudicators; and
Translation of the UI application into plain language, offered online in English and Spanish.

Employers and others interested in learning more about the development of the employer portal project and other UI system upgrades can visit the UI Modernization webpage and sign up for notifications.

DWD began working on modernizing its UI system in 2021 through a contract with Madison-based Flexion Inc. The UI modernization system development and infrastructure work is estimated to be completed by December 2026. However, modernization is an ongoing process that adapts to changes in policy, technology, customer and staffing needs, and processes. DWD will keep up with those changes through ongoing systems modernization efforts to maintain an up-to-date and adaptable UI system that is accessible, efficient, and secure for claimants, employers, and staff.

ABOUT DWD

Wisconsin's Department of Workforce Development efficiently delivers effective and inclusive services to meet Wisconsin's diverse workforce needs now and for the future. The department advocates for and invests in the protection and economic advancement of all Wisconsin workers, employers, and job seekers through six divisions – Employment and Training, Vocational Rehabilitation, Unemployment Insurance, Equal Rights, Worker's Compensation, and Administrative Services. To keep up with DWD announcements and information, sign up for news releases and follow us on LinkedIn, Facebook, Instagram, X, and YouTube.