# Massachusetts Auditor Identifies DUA Management Failures

The Massachusetts Office of the State Auditor released a comprehensive audit report covering July 2022 to June 2024 that identified significant mismanagement and violations of state law at the Department of Unemployment Assistance (DUA). Key findings include failure to meet federal timeliness standards for unemployment benefit payments, inadequate monitoring of call center performance, lack of in-person assistance in regional offices across cities such as Boston, Lawrence, Brockton, and Springfield, and poor complaint management. These deficiencies risk federal funding and negatively impact claimant services. The audit calls for immediate corrective actions to improve operational efficiency, accountability, and equitable service delivery.

- Procurement and contract managers should anticipate potential reforms and increased oversight at DUA, which may lead to new or revised service contracts, especially in call center operations and regional office support.
- Vendors specializing in customer service technology, call center management, and workforce assistance programs may find emerging opportunities as DUA seeks to address identified gaps.
- Compliance with federal standards and state regulations will be critical for contractors working with DUA to ensure continued funding and contract eligibility.
- Procurement professionals should monitor DUA’s response to audit recommendations for upcoming solicitations or contract modifications aimed at improving claimant service delivery and operational accountability.

**Jurisdictions:** sled
**Industries:** Professional Services
**Topics:** Regulatory Compliance
**Published:** September 22, 2026

### Government Entities
- Department of Unemployment Assistance (DUA)
- Office of the State Auditor
- Employment and Training Administration (ETA)

### Key Quotes
> We strongly urge the Department of Unemployment Assistance to take our audit findings and recommendations seriously to help ensure that the system is working in a more equitable and efficient manner that better serves residents navigating unemployment and financial uncertainty surrounding it.
> — Diana DiZoglio, State Auditor

### Sources
- [Audit Finds Violations of State Law, Failure to Meet Federal Standards, and Mismanagement at Department of Unemployment Assistance | Mass.gov](https://www.mass.gov/news/audit-finds-violations-of-state-law-failure-to-meet-federal-standards-and-mismanagement-at-department-of-unemployment-assistance) - MA