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UI Modernization Project Status

The Wisconsin Department of Workforce Development (DWD) is taking a major step forward to better serve employees and employers through modernization of the Unemployment Insurance (UI) system.

DWD has undertaken a multifaceted development strategy to replace outdated computer systems, integrate new technology, overhaul training, and reinforce the agency's focus on a thriving Wisconsin economy. This project is in alignment with US Department of Labor's (US DOL) direction to pursue "modular and incremental approaches, and to understand UI IT modernization as an ongoing process."

UI Modernization has various independent and inter-related projects occurring simultaneously, including the replacement of the mainframe elements of the existing system, redesign of the employer portal, and improvements to accessibility, claims assignment and processing, and fraud and identity resolution. Throughout these projects, DWD envisions a future system that is nimble, modular, user friendly, and easy to update and maintain.

Modernization is a continuous journey dependent on perpetual evolution to meet the ever-changing needs of the program. This means that there will always be more to improve and refine to stay current. DWD is looking forward to continuing these efforts and implementing innovative solutions.

Project Updates

Third Quarter 2024

DWD continued work on three key components of the project: the employer portal, UI dashboard enhancements, and COBOL-based UI System Replacement.

  • Employer Portal: During the third quarter, DWD began to develop the initial system with a focus on creation of the integration points for communication between the existing system and development of initial workflow particularly around employer registration and file upload. In addition, DWD and its vendor have completed a technical roadmap and tasking exercise that best aligns all the resources for completion of this project.
  • UI Dashboard Enhancements: DWD completed an additional enhancement to the UI Statistics page with added functionality that includes interactive displays of UI claims by industry based on the North American Industry Classification System (NAICS) code associated with a claimant's separating employer.
  • COBOL-based UI System Replacement: As previously reported, DWD's work with Flexion concluded in early July. The department is continuing the build-out, integration, testing, and deployment of a fully modern UI system with Google Public Sector. DWD will take advantage of rapidly evolving technology to accelerate development of code and deliver performance features that continue Wisconsin's leadership in UI customer service. During the third quarter of 2024, discovery was undertaken with the new vendor to understand the scope of work remaining for all of the components.

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UI Modernization Project Frequently Asked Questions

DWD's contract will focus on the introduction of phased solutions to modernize Wisconsin's unemployment insurance system. The project will involve tackling legacy IT systems that date from the 1970s.

Development work will build an adaptive system with modern, user-centered applications to deliver industry-leading results for the benefit of workers and employers throughout Wisconsin. The project will include development of maintainable infrastructure in addition to off-the-shelf software, cloud-based solutions and custom software development.

The goal of this project is to create a more maintainable, sustainable system for UI services. Over time, the project will entirely replace the mainframe, which has limitations in terms of staffing and recruiting resources and in the availability of the system.

The future UI system will provide end-to-end services to DWD customers (claimants and employers) in a timely manner. DWD staff will be able to administer programs inclusively and efficiently, with modern online tools.

DWD's technology will be up-to-date and adaptable for new or changing programs. Customers will be able to easily get the support they need, in the way they need it, through an automated system or direct interaction with DWD staff.

An important part of the design is to provide more options for communication and question resolution using an omnichannel communication approach. The system also will provide more self-service options (including chatbot and virtual agents) and clearer communication to claimants and employers.

The contract represents one aspect of DWD's multifaceted approach to iteratively replace outdated computer systems, integrate new technology, overhaul training, review staff deployment, and reinforce DWD's mission-driven focus on a thriving Wisconsin economy.

In recent months, DWD has announced partnerships with Google Cloud Platform to expedite processing of unemployment insurance claims; NICE CXone to deploy a cloud-based customer contact platform, and a Tiger Team from the U.S. Department of Labor to evaluate systems and expand fraud prevention efforts.

DWD is also making it easier for Wisconsinites to file for UI benefits by updating the language for both its initial and weekly UI claim applications to feature "plain language" as much as possible. DWD also unveiled an upgraded claims portal that features better functionality and new features, including secure document upload, a message center for direct communication from claims specialists and adjudicators, text notifications, and a mobile friendly design.

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