Michigan's Unemployment Insurance Agency Undergoes Computer System Upgrade; Agency Services Unavailable on September 26-30

Contact: Melanie Brown 517-373-9280
Agency: Unemployment Insurance Agency

September 9, 2013 – In an effort to increase the level of service provided to its customers, the Unemployment Insurance Agency (UIA) will be implementing the second phase of its system-wide computer upgrade. The Agency’s online system for managing claimant accounts is being upgraded to provide faster and more efficient business transactions. Claimants will be able to review the status of claims, file appeals online, respond to fact finding requests and more. 

All Agency computer systems, including Michigan’s Automated Response Voice Interactive Network (MARVIN) by phone and online, and Michigan’s Web Account Manager (MiWAM) will be inaccessible to users from Thursday, September 26, through Monday, September 30, 2013. 

All UIA customer service phone lines for both employers and claimants, including the Tax Office, the Office of Employer Ombudsman (OEO) and MARVIN by phone will be unavailable as well. The UIA’s 15 Problem Resolution Offices will also be closed to the public as staff will be unable to access any customer information during the upgrade.

The Agency recommends that claimants whose bi-weekly certification time is scheduled for the week ending Saturday, September 28, 2013, should make every possible effort to certify at their regularly scheduled time. The make-up days will not be available.

The Agency will resume its normal hours of operation on Tuesday, October 1, 2013. 

As a reminder, claimants may contact the UIA in the following ways:

• Visit the UIA website at www.michigan.gov/uia to establish or review claim web accounts as well as to submit an inquiry to the Agency's Virtual Problem Resolution (ViPR) agents. 
• Call the UIA Customer Service Line at 1-866-500-0017 to speak with an agent. Agents are available from 8:00 a.m. to 4:30 p.m., ET, Monday through Friday. TTY customers should call 1-866-366-0004.
• Visit a local UIA Problem Resolution Office (PRO) to speak with an agent in person. PRO offices are located in Alpena, Benton Harbor, Detroit, Gaylord, Grand Rapids, Houghton, Kalamazoo, Lansing, Marquette, Mt. Clemens, Muskegon, Ontonagon, Saginaw, Sault Ste. Marie and Traverse City. Please visit the UIA website at www.michigan.gov/uia for locations and hours of operation.

Employers with questions may call the UIA’s Office of Employer Ombudsman (OEO) at 1-855-4UIAOEO (855-484-2636) or 313-456-2300. You can also email your questions to OEO@michigan.gov

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Questions and Answers Regarding the Unemployment Insurance Agency’s System Upgrade

When is the UIA’s system upgrade occurring?
Michigan’s Unemployment Insurance Agency’s computer system upgrade runs from 7:00 p.m. on Wednesday, September 25 through 8:00 a.m. on Tuesday, October 1, 2013.  During this time, all computer systems, including the online claim filing system, MARVIN and the Claimant Web Account Manager (CWAM) will be unavailable.

Will I be able to get through on the telephone?
No. All of the Agency’s phone lines, including all customer service lines for employers and claimants, MARVIN, and the Office of Employer Ombudsman will be unavailable during the system upgrade. The phone lines will be restored and operational by 8 a.m. on Tuesday, October 1, 2013. 

Since the Agency’s phone lines and computer systems will be unavailable during the system upgrade, will I be able to visit a local UIA Problem Resolution Office to obtain unemployment assistance?
No, the Agency’s Problem Resolution Offices will be closed to the public September 26-30.  They will re-open to the public at 8 a.m. on Tuesday, October 1.

If I miss my assigned bi-weekly certification day, will the system be available for me to call or log in to MARVIN Online on the usual make up days?
No. Claimants who miss their regularly scheduled bi-weekly certification time will only be able to call or use MARVIN online to certify before 7 p.m. on Wednesday, September 25. The Agency recommends those claimants whose bi-weekly certification time is scheduled for the week ending Saturday, Sept. 28, 2013 should make every effort to certify at their regularly scheduled time. The make-up days will not be available during that week. For claimants whose bi-weekly certification time is scheduled for Monday, September 30, they may certify any day beginning Tuesday, October 1 through Friday, October 4.

I missed my scheduled day during the week of September 23rd and was not able to certify on September 26 or 27. What should I do now?
Claimants will need to contact a UIA customer service rep either through their online account at michigan.gov/uia, call the UIA Customer Service Line at 1-866-500-0017, or visit a Problem Resolution Office (PRO). A list of locations can be found at michigan.gov/uia.

Will I be able to establish a new claim or reopen an existing claim on Sept. 26-30?
No. All of the Agency's customer service lines and computer systems will be unavailable during the system upgrade.   

Why is the Agency upgrading its systems?
The UIA is upgrading its online system for managing claimant accounts to provide faster and more efficient business transactions. Claimants will be able to review the status of claims, file appeals online, respond to fact finding requests and more. The system for online management of employer tax accounts was upgraded in 2012.

Why is the upgrade taking five days?
This major overhaul of the Agency’s 30-year old computer system involves disabling the old system, and converting and testing large amounts of data before implementing the new system.

When will the system upgrade be completed?
The new Michigan Web Account Manager (MiWAM) will be up and running and the Agency will resume its normal hours of operation on Tuesday, October 1, 2013.