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The Delaware Department of Labor plans to use Ai to address long-running issues that include a backlog of claims dating back to early this year.
On Monday, the department announced Modernization 2.0, a strategy to address the backlog of unemployment insurance claims, responding faster to new claims, and ensuring the timely launch of Paid Family and Medical Leave.
The department disclosed a partnership with Google AI, which will implement "an unemployment insurance adjudication workflow designed to improve claimant support, streamline navigation, and unify multiple systems on a single platform. This partnership will allow the current modernization vendor, Infosys, to work solely on the implementation of Paid Family and Medical Leave to meet the January 2026 launch, a release stated.
The department disclosed that more than 6,500 unemployment claims remain pending, some dating back to February 2025. The department has taken the following steps:
- Partnering with Google AI and delivery partner Egen to build an interim process that consolidates claim information into a single system.
- Deploying Google’s Adjudication Assistant, a GenAI solution, to accelerate claim reviews.
- Hiring 25 seasonal employees through the Code Differently program to support backlog reduction.
This combined effort is projected to clear the backlog within 18 to 22 weeks, with completion expected in early 2026.
The department also announced the Paid Family and Medical Leave program will launch on Jan. 1, 2026 with applicants able to
- File claims online.
- Process certifications electronically.
- Receive employer determinations.
- Obtain benefit payments automatically.
Monthly updates will further enhance speed, usability, and overall user experience, a release stated.
“This is a pivotal moment for the Department of Labor,” said Department of Labor Secretary LaKresha Moultrie. “By tackling long-standing UI challenges and ensuring the successful launch of Paid Family and Medical Leave, we are delivering on our commitment to modernize our systems and improve services for Delaware workers.”
Updates to the programs will be avalable at Labor.Delaware.Gov/Modernization-2-0.
The Labor Department has been facing challenges that include an outdated IT system and records keeping that was declared "inauditable" by the state Auditor.
The department also came under fire for not reporting an embezzlement case involving a staff member. The individual took his own life, with the department noting that no charges could be filed. The matter was reported by WHYY and led to a public outcry.h
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