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Maryland Department of Labor creates YouTube videos to help with filing unemployment

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Posted at 4:32 PM, Apr 29, 2020
and last updated 2020-04-29 19:22:40-04

MARYLAND — The Maryland Department of Labor will begin posting a series of tutorial videos to help Marylanders navigate the new BEACON One-Stop application.

The first video will explain how to activate and login to your account.

The second tutorial video will walk Marylanders through applying for the Pandemic Unemployment Assistance (PUA) CARES Act program using the new BEACON One-Stop.

Maryland Department of Labor has also created a Username and Password Handbook to ensure that new and existing claimants can access the new BEACON One-Stop. To access it, visit: http://labor.maryland.gov/employment/uibeaconuserhandbook.pdf….

In a response to the difficulties the website has been having, Sagitec released a lengthy statement, which you can read below:

To get Marylanders benefit payments as quickly as possible as required by the new CARES Act, the State of Maryland and Sagitec expedited the rollout of BEACON One-Stop and went live Friday, April 24. Over 240,000 citizens submitted claims and requested payments, and over 40,000 Maryland citizens successfully filed claims for the new Unemployment Insurance federal programs (PUA and PEUC) that are required by the new CARES Act. However, many Marylanders experienced slowness and technical issues over the last several days. We apologize for the frustration and confusion that the BEACON deployment has caused the citizens of Maryland.

We received three categories of user frustration since the rollout: slow performance, log-in failures, and lack of support. We have been addressing each category continuously, with new releases each night between 1:00 am and 3:00 am, while the system is down. We will continue to stabilize and optimize the system until it provides a positive experience for the citizens of Maryland and is working effectively and efficiently.

Performance

Many Marylanders experienced long wait times, timed-out browsers, and slow screen loads. We deployed multiple releases that consistently improved performance, but there is more to do. We continue to identify ways to improve the performance and usability of the overall system. We will get it right. In the meantime, we ask for your patience and understanding as we simultaneously support many thousands of users.

Log-in

Users are frustrated with log-in failures and password resets. In our most recent release, we made changes to reduce the number of users getting locked out after attempting to log-in too many times. We are also changing on screen instructions and publishing help guides that can support users with log-in challenges.

Support

Another challenge Marylanders face is getting support and help with their technical questions. We partnered with the Maryland Department of Labor and created a joint team responsible for issue resolution and supporting unemployed Marylanders who have problems with the system. In addition to the Maryland Department of Labor’s call center, claimants needing help with the system should email beacon.support@maryland.gov. We have been publishing FAQs and other content in coordination with the Maryland Department of Labor to address these common themes, challenges, and questions.

We’ve made significant progress, but there is more work to do. Sagitec is committed to helping unemployed Marylanders receive benefits as quickly as possible. Within two days, we anticipate claimants will be able to certify for weekly payments more rapidly and efficiently. We will not stop working on making system improvements until we meet the ultimate measure of success, which is getting eligible unemployed Marylanders paid quickly and accurately, with as little frustration as possible.

Questions or requests for comment should be emailed to mediainquiry@sagitec.com.