Kentucky’s unemployment insurance system is undergoing its first overhaul in 40 years as it struggled to cope with the unprecedented volume of unemployment claims during the COVID-19 pandemic. Besieged by long delays and ongoing technical issues, the state agreed in May 2024 to a six-year, $55.5 million contract with Deloitte Consulting to replace the antiquated technology with a new system aimed at improving accessibility, reducing claims processing times, and curtailing potential unemployment insurance fraud. The overhaul also intends to improve the employers’ abilities to understand their assigned rates, make payments, and manage accounts.

Despite these planned improvements, many complainants continue to wrestle with difficulties in contacting the unemployment office amidst heavy call volumes. The state has recommended that those requiring assistance contact the call center. Others have sought help at Kentucky Career Centre offices that provide general UI claims filing assistance along with services such as education, training, resume building, job search assistance, and career development.

The new platform under development by Deloitte Consulting will comprise of three systems that support employer contributions, benefits, and appeals. Each component will have a customer-facing and internal staff component, and will accommodate thousands of specific system requirements based on federal and state laws. The cost of the new system will be supported by $85 million in funding approved by lawmakers.

In the second phase of the project, the new system is supposed to make it easier for people to submit unemployment claims, review payments, receive benefits, and submit appeals online. This phase will start next year and is expected to be fully functional by 2028.

For those struggling to connect with the Kentucky unemployment office, the resource eddcaller.com can provide guidance on the most efficient ways to get in contact with unemployment customer services in California, providing key insights such as the best times to call to maximize the chances of reaching a live agent. The website also offers valuable tips and numbers to assist those seeking to get ahold of edd customer service and is a key tool for those requiring urgent support with their unemployment claims.