EDDNext Improvements Continue

We are fully committed to improving and transforming the EDD customer experience. Through EDDNext, we’re engaged in a top-to-bottom improvement of the EDD, including updating online applications, overhauling contact centers, simplifying claims processes, updating forms, and more. We are working with customer service experts, including Amazon Web Services and Salesforce to ensure EDDNext is forward-thinking and embraces the best technology and practices.

This month, we’ve continued simplifying the application process for unemployment benefits by shortening the application. We’re also working towards a 97% overhaul of the UI Online application by applying plain language that will streamline the customer experience.

We are also working with Amazon Web Services to implement Amazon Connect, a cloud-based, modern contact center platform. We will begin testing new contact center functionality that will eventually integrate our unemployment, disability, and Paid Family Leave systems. Our vision is a more seamless process for our customers. Currently, if someone has received Paid Family Leave benefits in the past, they would have to submit all of their personal information again when applying for unemployment benefits. Through EDDNext, we’ll share information across systems, so Californians have better experiences with the Department and all of our programs.

We’ll offer a number of contact center improvements that will enhance customer experiences when calling us, including the option for a live chat with agents and more expanded self-service options. Enhancements will also make it easier for our employees to access all claim information they need in a single agent console. These improvements will allow our employees to focus on what is most important – responding to customers quickly. Similar to functionality available today to unemployment customers, improvements will include presenting State Disability Insurance customers the option to choose a time to schedule a callback from one of our representatives, in addition to the existing “virtual hold” option they have today.

EDD employees will have all customer claim data immediately available when they connect with customers on a call, including a full-view of claim history and customer interactions with the Department. The new system will give claim examiners faster access to more comprehensive claim information, the ability to verify a customer’s identity quickly, and useful claim management tips. Integration will also help employees cross-train and share resources, which improves resiliency and customer service.

Californians can keep updated on modernization efforts and improvements through our bi-monthly newsletter and the Department’s EDDNext webpage.