Three UI call centers were formed in April 1996 to expedite the processing of unemployment insurance claims and improve service delivery. This reorganization was prompted by the agency's focus to address dual problem areas of improving the service delivery for both Unemployment Insurance and Employment Service programs and to respond to impending budget cuts. The UI call centers obtain claim and eligibility information over the telephone, thus eliminating paper application delays and providing a higher level of customer service. Claimants no longer wait in line to fill out UI applications at the local office to file for benefits. A self-directing, toll-free telephone number is used to contact the appropriate call center.

The implementation of VICTOR (interactive voice response) telephonic filing system in June 1997, in conjunction with the formation of call centers, allows claimants to file claim certifications over the phone and to check the status of their benefit check.