On May 6th, 2025, the Executive Office of Labor and Workforce Development (EOLWD) and the Department of Unemployment Assistance (DUA), in partnership with the Executive Office Of Technology Services and Security (EOTSS) launched the state’s new and modernized Unemployment Services System for current and future claimants seeking unemployment insurance (UI) benefits.
Now a few weeks since the system went live, EOLWD and DUA have provided some important updates:
▶️Customer Service: An additional 140 agents were added to the call center leading up to the launch, helping claimants with call times now ranging between 5 to 10 minutes compared to more than 2 hours in January; claimants also now use new self-service options that are available 24 hours a day.
▶️Device Usage: More claimants are accessing the system through their mobile device (56%) compared to desktop (43%) or tablets (1%), highlighting the use of the new mobile feature
▶️Claimant Feedback: DUA has received an average claimant feedback rating of 4.5 out of 5, with benefit claim filing and weekly certifications receiving the highest satisfaction
▶️Language Accessibility: More than 2,200 claimants have utilized the system in Spanish, also highlighting this new language access feature; certification by phone continues to be offered in English, Spanish, Portuguese, and Cantonese.
▶️Certifications: More than 249,000 weekly certifications have been successfully completed
▶️Payments: More than 154,000 benefit payments have been made.
To learn more, visit: https://www.mass.gov/.../department-of-unemployment...