Georgetown University Highlights EDD’s Innovative EDDNext Work

Anaya Mehta at Georgetown University’s Beeck Center for Social Impact + Innovation recently wrote about the California Employment Development Department's (EDD) innovative approach to government technology procurement.

The Beeck Center for Social Impact + Innovation is a research center at Georgetown University dedicated to driving social change through innovative solutions and partnerships. Founded in 2014 by Sonal Shah, the Beeck Center works at the intersection of data, technology, and policy to address complex social challenges and promote inclusive economic growth.

Mehta found that by creating detailed profiles representing various stakeholders, such as applicants, employers, and staff, EDD gained insights into how to best design a project.

“While user personas should be modified to fit a given agency’s population and service context, CA EDD’s use of user personas offers a concrete example for representing the needs of internal and external users in a procurement or market research project,” Mehta wrote.

These user personas inform the procurement process, ensuring that technology solutions are tailored to meet the diverse needs of EDD's stakeholders. This user-centric approach enhances the usability and effectiveness of the technology implemented by the EDD, ultimately improving service delivery and customer satisfaction.

Recognizing the power of data to drive social change, the Beeck Center has led initiatives to harness data and technology for the public good. EDD is proud of the work it is doing through EDDNext to improve the customer experience for all Californians and appreciates the recognition from Georgetown University. The Department is also partnering with Georgetown in a national webinar series encouraging states to adopt a customer-centered focus in government operations.