Frustrating Delays and Lack of Assistance in Unemployment Benefit Claim

Why is it that in this country, action often follows only after complaints? I simply need an explanation: How can a department meant to help the unemployed require them to wait for months, sometimes even over a year? We contribute to unemployment benefits, yet when it's time to claim these benefits, the process lacks efficiency. Despite emailing and calling, I've received no feedback. As a single mother, I can't afford to spend entire days in queues, only to be turned away. Online platforms were supposed to simplify things, but they seem as ineffective as physical queues. Can someone please update me on my pending claim, what's needed from my end, and the steps for successful processing? This is truly unacceptable, and I hope for the assistance of someone dedicated to their work.