NR No. 24-34
Contact: Loree Levy/Greg Lawson
916-654-9029
mediainquiries@edd.ca.gov
What You Need to Know: In recognition of the 2024 International Customer Service Week, the Employment Development Department is highlighting recent customer service enhancements as part of ongoing modernization efforts that are helping to make interactions with the Department easier, faster, and more satisfying. Some of the initial improvements accomplished so far include implementing a direct deposit payment option, expanded customer surveys to collect important feedback, language access advancements, new time-saving online options for providing benefit eligibility information, and more.
SACRAMENTO – Today, the Employment Development Department (EDD) is joining others across the globe in celebrating the importance of Customer Service Week. The Department is committed to modernizing services with a customer-centric focus and transforming the experience customers have when engaging with EDD programs.
As part of the Department’s ongoing modernization efforts, known as EDDNext, several enhancements were implemented over the last year to help make the customer experience easier, faster, and more satisfying. EDD is collecting customer feedback to help shape further improvements and is working to enhance the employee experience by providing staff updated tools to effectively serve all Californians.
“We want our customers to see and feel the changes we are making as we move in stages through this modernization,” said EDD Director Nancy Farias. “We’re expanding language options, implementing more convenient self-serve options, and partnering with technology leaders to ensure our services meet customer needs.”
Evolving the Customer Experience
As part of its commitment to providing outstanding customer service, EDD introduced several customer experience updates this year with more to come.
- Direct Deposit – In June, EDD successfully launched direct deposit, a safe, fast, and convenient way for customers to receive their unemployment, disability, and Paid Family Leave benefit payments directly in their personal bank account. Today, over 75% of EDD benefit customers choose direct deposit as their preferred payment option.
- Customer Surveys – In May, EDD launched an expansion of its Voice of the Customer program to include new survey options. Customers can provide their feedback when visiting the EDD website, at EDD offices, and by completing a telephone survey after speaking with an EDD representative.
When coupled with customer research and testing, customer feedback provides EDD valuable insights into the needs and preferences of customers and any issues that need to be addressed.
- Language Access – In March, EDD made its online benefits portal, called myEDD, and the online unemployment application, both available in California’s eight most-commonly spoken languages. In addition to English and Spanish, EDD customers now can complete their online application for unemployment benefits in Simplified Chinese, Traditional Chinese, Vietnamese, Armenian, Korean, and Tagalog. They can also apply, manage their claims, and receive text messages in their preferred language.
- Reduced Phone Calls – The myEDD portal is making things easier on customers who forget their passwords to access EDD systems. Over the last six months, more than two million Californians were able to reset their passwords using a convenient, self-serve feature instead of having to call for assistance from EDD representatives. That’s two million less calls allowing EDD employees more time to address complex cases that need human interaction.
- Eligibility Questionnaire – EDD is now providing customers more convenient methods to respond to follow-up eligibility questions after applying for unemployment benefits. Customers can securely submit information and documents online rather than waiting for a phone interview or sending a form by mail. This helps EDD gather the clarifying information needed and process benefit payments faster.
To ensure EDD modernization efforts meet customer needs, the Department developed a Customer Experience (CX) team dedicated to customer research and collecting customer feedback from across their journey with EDD programs. The team works collaboratively with a dedicated User Experience team focused on developing systems and processes that are easier to use.
“We are collecting and analyzing customer feedback to continuously improve the EDD experience,” said EDD Customer Experience Officer Mai Do. “Enhancements to our Voice of the Customer program are focused on listening to the public to shape the direction of our modernization efforts.”
In the months ahead, look for more improvements, including:
- Simpler Unemployment Application - EDD will soon launch a revised online application for unemployment benefits designed to help customers complete it faster and more accurately. Based on customer research, the Department is removing several questions from the application and simplifying the questions and instructions. EDD is also working to enhance its other applications, website, forms, and notices to make EDD communications easier for customers to understand and access. Plain language supports transparency and equitable access for all Californians.
- Enhanced Options for Callers – Partnering with Amazon, EDD is leveraging technology to overhaul contact centers. Starting with the State Disability Insurance (SDI) program, EDD aims to reduce wait times, minimize call transfers, and increase first-call resolution for customers. A key aspect to the effort is connecting data sources so agents have the customer information they need right at their fingertips. The improvements are being phased in across the SDI program and in the Unemployment Insurance program in the months ahead, along with the launch of a new live chat option.
- Expanded Chatbot Feature – Also in the next few months, EDD will launch a more robust, online system to help people find EDD information in an easier and more customer-friendly way. The enhanced self-service feature will allow customers to ask their questions and get helpful information without having to call and reach a representative.
EDD encourages Californians to stay informed about its modernization initiatives and improvements through its bi-monthly newsletter titled “Benefiting Californians" and through the Department’s EDDNext webpage.
