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Pennsylvania's New Unemployment Compensation Program Brings New Problems

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The transition from the state's decades-old unemployment compensation system to the new and improved one -- which just rolled out Tuesday and is supposed to make the filing process smoother -- ended in frustration for thousands of claimants; KDKA's Royce Jones reports.

Video Transcript

KYM GABLE: New system, new problems. The transition from the state's decades-old unemployment compensation system to the new-and-improved one ended yesterday in frustration for thousands of people. And today the state is providing an update on how day two is going. Royce Jones is here with that. Royce?

ROYCE JONES: Well, Kym, today acting Department of Labor and Industries Secretary Jennifer Berrier announced most of these issues that claimants came across have been resolved. There were more than 2,000 help desk tickets filed, not accounting for those who had problems but didn't say anything. Their technology team worked 24 hours to troubleshoot these issues.

In what some are calling a surge of claimants on day one of the new unemployment compensation system, more than 75,000 people were able to successfully file claims. But there were issues along the way that are continually being addressed, like issues with the Keystone ID.

JENNIFER BERRIER: They need to use a new Keystone ID, which will be the same username and password that is used across multiple Commonwealth platforms, such as the Pennsylvania CareerLink.

ROYCE JONES: Server issues left some unable to access the site, even with their proper Keystone ID.

JENNIFER BERRIER: We are continuing to look into outstanding concerns regarding Keystone ID until all of these issues are resolved. We are actually also reaching out to individual claimants who are having these issues so we can pin down what exactly is going on.

ROYCE JONES: And some people's payment methods were automatically listed as debit, even though that was not preferred.

JENNIFER BERRIER: If they previously chose something other than debit, the correct method will be updated after they receive their next payment.

ROYCE JONES: Those who were placed in waiting rooms likely experienced this due to higher volume at the time. The Department of L&I reminds users they can file claims on the site 24 hours a day. No new issues were reported on day two. And there were more than $59 million worth of weekly claims filed yesterday, and that money is on the way. Live in this studio, Royce Jones, KDKA News.