EDD has reached another phase in our EDDNext modernization, which adds new state-of-the-art technology to California’s disability, Paid Family Leave, and unemployment programs. We are now beginning work on integrating benefit claims systems into a single system to help customers access benefits more seamlessly.

This new effort builds on additional upgrades, including increased fraud prevention, more multilingual service, better online services, more self-help options, new communication channels, simpler applications, and much more.  

The new processing system, known as the Integrated Claims Management System (ICMS) will replace siloed legacy systems in our benefit programs with an integrated and modernized solution. This work will further improve the customer experience because it will be easier to move between benefit systems – such as transitioning from a disability claim to a paid family leave claim.

A More Connected Experience for Californians

Building on the recent success of other partnerships with technology innovators like Salesforce, Amazon Connect, and ID.me, EDD will work with Deloitte and its top technology partners on the claims integration project. ICMS will bring our benefit programs closer together, creating a shared claims environment with consistent processes and more complete customer data.

Californians will benefit from this latest EDDNext enhancement through:

1. Faster, simpler transitions between benefit programs to eliminate the need for re-entering information and repeatedly uploading documents.
2. More expanded self-service options, online and via mobile devices, to easily check the status of claims and upload documents. 
3. Further boosting multilingual access across programs to provide clearer communication, increase program awareness and reduce confusion.

The new technology includes a modern, open, and secure cloud-based architecture deployed on Amazon Web Services (AWS) and customized specifically for California customers. These technology investments align with EDD’s modernization strategy of continuous customer service improvements and ensuring EDD stays on the cutting edge of products and services.  

During this project, EDD will replace aging, disparate legacy systems and adopt the latest technology and innovations, further simplifying the customer experience.

The launch of this ICMS project follows a rigorous procurement process required by state law to identify vendors that provide the best product and service for the best value and within project budget. The process includes external review by the California Department of Technology, a selection committee comprised of technology experts inside and outside of EDD, market research, vendor outreach, a competitive solicitation, product demonstrations, and other rigorous and mandated reviews. External project oversight will continue with CDT as it does for all EDDNext projects.

The ICMS project is just one of many efforts to transform the customer and employee experience with our unemployment, disability, and PFL programs. Our progress so far includes:

1. Launched a new Weekly Wage Reporting Tool to make reporting wages more accurately while receiving unemployment benefits easier. This enhancement helps EDD to pay customers faster and accurately.
2. Improved the myEDD identity-verification experience for unemployment customers by using innovative tools from Socure to verify identities in real time, significantly improving the user experience without the need to upload documents. We’ll be introducing our enhanced approach to disability and Paif Family Leave customers next.
3. Launched the first phase of a new Document Management System (DMS). In phase one, mailed unemployment forms are processed faster, driving cost savings, and accelerating benefit payments. The new DMS will support more than 10 million EDD documents each year.
4. Upgraded the EDD virtual assistant (chatbot) to provide claim status and payment information 24/7 for disability and Paid Family Leave claims – further strengthening the self-service features many customers desire. In just the first day alone, nearly 10,000 customers selected the new option to get claim specific updates. Similar features for unemployment customers are up next.
5. Improved EDD’s virtual assistant so it’s now available 24/7 in California’s top eight languages. A pilot project for unemployment customers to chat with a live agent through the chatbot in their preferred language is underway.
6. Modernized disability contact centers so Californians can check their disability or Paid Family Leave claim status 24/7 without talking to an agent. Today, more than 80 percent of customers each week report a positive experience talking with a representative and more than 831,000 customers have used a new self-serve option to get claim updates without waiting to talk to an agent.
7. Added text message claim status updates to proactively update unemployment, disability, and Paid Family Leave customers about their claim status.
8. Streamlined the online disability benefits application with simpler questions and instructions for a faster and better customer experience. So far, about 80 percent of customers say they are satisfied with the enhanced experience, telling us it was “easy and fast to apply.”
9. Made the online unemployment application shorter and easier to use. It now has fewer questions, less confusing language, and clearer instructions.
10. Enhanced online eligibility questionnaires to help more than 267,000 unemployment customers resolve their eligibility issues faster and move forward with their claims. These online questionnaires are now available for all eligibility issues, avoiding the need to schedule a telephone interview.  
11. Provided the unemployment applications in top eight languages: Armenian, Simplified Chinese, Traditional Chinese, Korean, Tagalog, and Vietnamese through myEDD, in addition to English and Spanish.
12. Expanded EDD’s Voice of the Customer program to gather customer feedback and keep delivering EDDNext improvements that customers want.  
13. Launched myEDD, a safer and easier way to sign in to all benefit programs.
14. Added direct deposit so benefit customers can get their payments faster and in a way that works best for them. Customers can also choose a debit card or mailed checks.