NR No. 25-21
Contact: Loree Levy/Greg Lawson
916-654-9029
mediainquiries@edd.ca.gov
What You Need to Know: Following the recent launch of a shorter, simpler online application for unemployment benefits, the Employment Development Department just released a new online application for disability benefits—another step in modernizing California’s benefit programs and improving the customer experience. The new application has simpler questions and instructions, more help text, and less complex jargon.
SACRAMENTO — The Employment Development Department (EDD) just released a simpler online application for disability benefits—another step in modernizing California’s benefit programs and improving the customer experience.
"We're simplifying California’s disability application to serve our customers better," said EDD Director Nancy Farias. "We’re designing and delivering systems that are easier for everyone to understand and access."
Disability Insurance can be a complex public benefit program, with detailed eligibility requirements and required medical certifications. As a result, the application was often considered complex and confusing. In response, EDD asked customers, employees, and advocates for ideas to make the application easier. The new, online application includes:
- Revised instructions and questions that are easier to answer—using less technical terms.
- Help text with simple explanations right when they are needed.
- Reorganized questions to improve the overall application experience.
- Improved navigation through complex topics like the medical authorization and declaration signature pages.
- Relabeled page headings and titles to improve the customer experience.
For example, there are times when workers may want their benefits to start at a different time than when their actual disability began. But many customers said they had difficulty providing a date in response to, "Date you want your Disability Insurance claim to begin if different than the date your disability began." This prompt has been replaced with a simpler, yes-or-no question, "Do you want your claim to start on a different date?" If yes, customers are then prompted to provide a date.
EDD reorganized the application and revised the headings to guide customers through the application process and gather all information needed for application review. Some customers didn’t realize that an application for disability benefits was not complete until a medical certification, also known as Part B – Physician/Practitioner’s Certification, was submitted to the Department. The updated online application includes more visible reminders at the beginning and end of the application process to help the customer understand this required step.
These improvements—and many others—will help EDD process applications more quickly and pay customers faster.
EDD’s commitment to enhance the way Californians engage with its programs and services is all part of EDDNext, an ongoing modernization effort to completely transform the EDD customer and employee experience. EDDNext efforts include updating benefit applications, contact centers, the claims process, policies, procedures, and forms, to make the EDD experience easier and faster. It involves working with customer service experts, such as Amazon Web Services and Salesforce, to ensure EDDNext is forward-thinking and embraces the best technology and practices.
Making state government better, for you
Governor Newsom has made efficiency and innovation a top priority since the start of his Administration. With appropriate safeguards protecting privacy, safety, and civil liberties, the Governor has:
- Established the Office of Data Innovation, a group of technology experts dedicated to supporting other state agencies, departments, and employees to utilize data, technology, and principles of human-centered design common in the private sector to improve the delivery of services to Californians.
- Overhauled and modernized the Department of Motor Vehicles to reduce wait times, expand online services, and improve customer service.
- Implemented new cutting-edge technologies to fight wildfires, including cameras across the state and data modeling to predict where wildfires might occur, deployment of drones, and improved incident reporting.
- Issued an executive order directing state agencies to implement GenAI into state government operations and help support the work of front-line employees.
- Expedited the procurement process through an innovative Request for Innovative Ideas (RFI2), which allows state agencies to quickly test technology through safe and secure environments. Through this expedited process, California has already announced three important contracts, using GenAI to reduce highway congestion, improve traffic safety, and enhance customer service.