SUMMARY

We found almost 1.7 million calls to the call centers at the Department of Workforce Development (DWD), or 60.2 percent of the total, were blocked in FY 2013-14 because call center staff were busy and the telephone queues were full. We also found that DWD’s administrative law judges generally issued appeals decisions faster than required by federal law, and that the amount of unemployment benefit overpayments recouped by DWD declined steadily in recent years.