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State officials insist a new $46 million online system for requesting unemployment benefits has been a success, despite frustration among users who struggled to make it work and could not reach anyone for help.
Officials at the Executive Office of Labor and Workforce Development said Friday that the new system processed more than 117,000 unemployment claims online as of mid-Friday and Secretary Joanne Goldstein called it “modern and integrated.”
That was cold comfort to 28-year-old Leah Farriabough of Malden, one of several aggravated users at the state’s unemployment office on Staniford Street Friday afternoon.
She said she tried to make changes to her account online and couldn’t even log on to the system. Her calls for help to a customer hotline were also unsuccessful.