California Joins Governments and Businesses Across the Nation to Further Elevate Customer Service
Published: October 9, 2023
California recently hosted the National Association of State Workforce Agencies (NASWA) Summit in Los Angeles. EDD Director Nancy Farias highlighted California’s historic work to modernize its benefit systems and improve customer experiences across the board through EDDNext. Nancy was also elected to NASWA’s national 2024 board of directors, which represents state and U.S. territory workforce agencies nationwide.
“Through EDDNext we are taking action to improve EDD—and the experience of our customers—through technology and most importantly, common sense,” said EDD Director, Nancy Farias, during the Summit’s opening ceremonies. “Our mission is to revolutionize the customer experience, empower job seekers and employers, and ensure security as we go through this modernization.”
The Summit provided California with a platform to collaborate with other states and industry leaders to accelerate transformation and foster further innovation to enhance customer-centered services. The EDD participated in a workshop on harnessing direct customer feedback. We shared insights with other states on the pivotal role of customer research as a cornerstone to improve service for millions of Californians.
California’s EDD stands out as one of the only state departments with a team dedicated to conducting customer research and collecting feedback, using it to improve services as well as influence the design and development of user-friendly benefit systems.
We also participated in a panel discussion about national efforts to share data and collaborate to combat fraud. Since 2020, our EDD investigators have contributed to law enforcement efforts by opening over 1,800 investigations—leading to arrests of over 600 suspects, and convicting over 300 perpetrators from California, across the country, and overseas.
In addition, EDD’s Labor Market Information Division (LMID) highlighted its recently updated Occupational Guides to assist students and jobseekers with planning for their educational and career goals. LMID upgraded the guides as a dynamic, interactive dashboard on our EDD website. The LMI Institute recently awarded the product “Best State Labor Market Information Product for Supporting Jobseekers.”
California will continue to draw on the national experience of governments and businesses across the country as it embraces modernization and customer service improvements through EDDNext.
Related Articles
