Deployed a new Weekly Wage Reporting Tool in myEDD to assist unemployment customers to accurately report any earnings they may receive while collecting benefits. Based on research, this tool aims to help reduce overpayments and clear up confusion between when wages are earned and actually paid and differences between gross and net pay.

Rolled out smoother online identity verification processes for unemployment customers with less or no requirement to upload documents.

Launched the first phase of a new Document Management System (DMS) to improve the form scanning technology used for customers who don’t apply online. The new DMS will process more than 10 million EDD documents each year.

Enhanced virtual assistant (chatbot) for disability and Paid Family Leave customers with 24/7 information about claim status and benefit payments — further strengthening the self-service features already available by phone.

Delivered a live-agent-chat option for real-time support for unemployment customers to connect with an agent online and in any of California’s top eight languages. Up next for unemployment will be enhanced chatbot features that offer more self-service access to claim and payment status, similar to earlier State Disability Insurance enhancements.