Many users of Massachusetts' new online system for unemployment claims report experiencing technical glitches that leave them unable to access benefits. Users are further frustrated by the lack of assistance provided by help lines. Officials say that only a small number of claimants have experienced glitches, as he system has processed an average of 115,000 claims a week since July 1 when it was launched. Massachusetts experienced similar problems in 2009 with the launch of its online system for paying unemployment insurance.
See "Mass. online benefits claim service falling short", Megan Woolhouse, The Boston Globe, August 18, 2013