For the non-IT folks out there that complain about the Unemployment System not working let me just add my 2 cents. System capacity isn't like a garbage can, if you need more capacity you can't just go to any store and buy a larger one. Most systems are custom built and built for a single detailed purpose, so we do our best to build them for a given capacity PLUS a given excess. If garbage cans don't work think of your gas tank, you don't have a 200 gallon gas tank in your car even though you typically only need 16 gallons for the normal 2 week period. To pay for more capacity then you typically would expect to use or an educated guess would tell you might be needed in an emergency would be foolish and a waste of money.
For anyone who doesn't follow the details of the news conference the last time the unemployment system was hit hard previous to COVID-19 was 9/11 and after that they increased it's capacity to handle roughly double that traffic.
Seemed like a reasonable assumption that things would never be worse than a double 9/11. So flash forward to today and the system is handling almost 3x what planned for in that educated estimate. The system is handling 10x the normally daily volume, often time processing more than a week of normal application volume in a single day and over a month of normal application volume in a week.
As an IT specialist for the state that isn't involved in the project directly I can tell you every developer and system admin is dedicated and take the systems performance very personally. I've been in their shoes before with other systems and you feel like it's your child and it's letting people down. It's gut wrenching and the thing that keeps you up at night wondering what you could have done and what you should do now to fix the problem. When the underlying issue is that there isn't always a quick fix for these types of problems and the timeline for the real solution will likely take longer than the reason for the problem in the first place.
I know there are those of you suffering and trying to stay afloat and all the IT staff I'm sure share my sentiment that we are doing all we can for you. You are our friends, our family and our neighbors we take pride in servicing with you and share in your struggles. All of this was said not to pacify you or to excuse the performance but rather to let you know that your voices are heard and we are working on making things better.
1 comment:
Well stated Chris. It's difficult for people to see the hard work that the folks at State of Illinois government are doing to deal with this unprecedented surge. Like all of us, the staff at the State is forced to work from home. The IDES field offices are closed due to COVID-19 putting even more surge on the call center staff. It's the most difficult situation many of us have ever faced collectively. It's unfortunate that people who need UI benefits are facing delays to get help. I do know that the IL staff is working unbelievable hours daily to deal with the surge.
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