Unemployment offices face mounting demand and rising expectations—making digital transformation not just necessary, but urgent. ACF helps agencies modernize services while keeping the human experience at the center Keep reading to learn more.
What if unemployment systems were designed with the same care and customer-focus as the apps we rely on every day? Imagine logging in, getting clear answers in real time, and receiving support that feels personal, even during a moment of crisis.
Modernization isn’t just about faster systems; it’s about transforming how services function across every touchpoint by automating where possible, digitizing interactions, and creating in-person experiences that actually work for the people using them. At ACF Technologies, we help agencies build these connections—by turning outdated workflows into seamless journeys that work across all service channels.
The Technology Gap: Still Running on 1980s Code
A surprising number of state unemployment systems still run on legacy platforms built decades ago—often in COBOL, a language from the 1950s. These systems weren’t designed for today’s digital expectations, let alone the kind of demand seen during the COVID-19 pandemic and what it proved could be a standard for digitized services.
As benefits programs expanded and millions of claims flooded in, these outdated systems failed, causing delays, security issues, and mounting backlogs. The result? Citizens left in limbo during some of the most uncertain moments of their lives.
States like Kentucky have begun tackling this by investing in modular modernization—transitioning to flexible systems that allow upgrades over time instead of full-scale rebuilds. These modular platforms open the door to scalable automation, multilingual support, and secure, real-time claim processing.
This approach aligns with the U.S. Department of Labor’s Open UI Initiative, which encourages states to adopt modular, interoperable systems. But technology alone isn’t the full solution, it’s how you use it to enhance the customer experience that truly counts.
Where ACF Can Help: We work with agencies to digitize claimant journeys, from initial appointments and beyond. By integrating online portals, queue management, and appointment scheduling into one cohesive system, we help states reduce wait times, minimize manual processes, and improve transparency for both users and staff.
The Human Experience: Disconnected and Frustrating
While technical upgrades are critical, many of the biggest pain points come from broken communication. A 2023 audit in North Carolina found that 43% of initial unemployment payments were delayed, not just due to old systems, but also staffing shortages and inefficient support workflows.
Too often, claimants are left on hold for hours, passed between departments, or forced to re-explain their situation at every touchpoint.
Automation alone won’t solve this. What’s needed is a hybrid approach—where digital tools streamline repetitive tasks and free staff to focus on complex, human-centered support.
Where ACF Can Help: We help agencies optimize workforce operations by using digital tools like intelligent routing, self-service kiosks, and feedback loops to optimize the claimant journey. These tools not only reduce pressure on staff, but they also ensure claimants are directed to the right person or channel the first time, improving both satisfaction and efficiency.
Reframing the System: A Customer-First Mindset
Modernizing unemployment services isn’t just about code, it’s about restoring trust. People interact with these systems during some of the hardest moments in their lives. They deserve clarity, empathy, and confidence that help is on the way.
To achieve this, agencies must move beyond reactive problem-solving. It’s time to design systems that proactively guide users, adapt to real-time demand, and support equitable access across all platforms—from mobile to in-person.
Where ACF Can Help: Our solutions are designed to connect every part of the customer journey. From scheduling appointments to managing peak times and collecting real-time feedback, we make it easier for agencies to serve the public efficiently and thoughtfully all while meeting compliance goals and reducing operational strain.
Final Thought: Building Toward a Better Vision
We don’t just need better tools; we need a better vision. A vision where services anticipate needs, speak clearly, and offer real help when it’s needed most. That’s the future we should be building, starting now.
Want to learn how your agency can modernize its unemployment services?
Contact us today to explore solutions that improve accessibility, reduce inefficiencies, and rebuild trust in the systems people depend on most. We’re happy to help.
