Successful implementation of unemployment benefits program praised in Nevada
Nevada Unemployment Insurance System Modernized for a More Accessible and Efficient Future
Nevada has successfully completed a multi-year, $72 million overhaul of its outdated unemployment insurance system, replacing its legacy system with a modern, user-friendly platform that offers 24/7 online access, mobile device compatibility, self-service tools, direct deposit payments, enhanced fraud protection, and multilingual support.
The employer portal of the Nevada Unemployment Insurance system launched as scheduled in February 2024, with the full unemployment benefits system following by mid-2025. This marked the completion of a years-long overhaul that was initiated during the COVID-19 epidemic, when the system's limitations became apparent.
Key improvements compared to the old system include 24/7 online access and mobile browsing, self-service tools, direct deposit option, email alerts and fraud protection, a virtual assistant (Chatbot) named Benny the Bighorn, scalability, and a cloud-based infrastructure with two-step authentication.
The new system is mobile-friendly, with two-thirds of all activity happening on mobile devices since its launch on July 7, 2023. The system's success is crucial for the more than 24,000 Nevadans who rely on weekly benefits administered by the Nevada Department of Employment, Training and Rehabilitation (DETR).
While the state reports high satisfaction and successful launch, some claimants still face challenges navigating the new system amid ongoing adjustment. An estimated $1.4 billion in improper or fraudulent payments were made due to the lack of modern fraud protections in the old system. Gig workers and the self-employed faced bureaucratic limbo due to the system's narrowly defined categories and questions.
The new platform's cloud-based infrastructure and two-step authentication give DETR stronger tools to prevent and detect fraud and abuse. The system provides direct deposit, self-service tools, and real-time updates on claim statuses. A virtual assistant, Benny the Bighorn, helps answer common questions and directs claimants to video tutorials.
The modernization effort was carefully phased, with Phase I updating employer services in early 2024 and Phase II delivering the full unemployment benefits system by mid-2025, completing on time and within budget—a rarity for IT projects. It was financed partly through the American Rescue Plan Act funds.
Former Gov. Steve Sisolak and current Gov. Joe Lombardo were involved in the project's completion, securing funding and maintaining momentum respectively. Nevada's modernization of the Unemployment Insurance system serves as a model for other states.
More than 90% of claimants were able to access their accounts without issue in the first week after the system came online. The system's failings extended beyond slow service, as it wasn't designed to properly integrate new federal programs like Pandemic Unemployment Assistance. Tens of thousands of people faced delays in receiving benefits at a critical time.
Despite these challenges, the overhaul transitions Nevada from a limited, non-scalable, and hard-to-navigate system into a more accessible, efficient, and secure unemployment insurance platform better suited to modern needs and able to support large claim volumes.
- The modernized Nevada Unemployment Insurance system now includes technology advancements such as mobile device compatibility, self-service tools, and a virtual assistant (Chatbot) named Benny the Bighorn, making it easier for claimants to access their benefits anytime, anywhere.
- With enhanced fraud protection and direct deposit options, the news of Nevada's upgraded unemployment insurance system not only brings relief to over 24,000 Nevadans, but also sets a precedent for other states striving to overcome similar challenges in their systems.
