Best Workforce Initiative: Making Information Easier for Everyone

Published: August 28, 2025

At the Government Innovation Summit on August 27 in Sacramento, we were honored with not one, but two Best of California Awards. These awards both recognize our commitment to making government services more accessible, inclusive, and human-centered.

These statewide awards celebrate the progress we’re making to transform the customer experience — designed with the people we serve at the center.

When people turn to us for unemployment, disability, or Paid Family Leave benefits, they’re often facing a difficult time. The last thing they need is to struggle with confusing language or unclear instructions.

Our Plain Language Initiative: Plain Language, Real Impact, was awarded California’s Best Workforce Initiative. We’re rewriting how we communicate — from online applications to benefit guides to the words on nearly 300 webpages — so that every step is easier to understand and navigate.

This work is already making a difference.

• Applications are simpler, with step-by-step guidance and jargon removed.
• Our new homepage highlights the most-used services based directly on user feedback.
• We’re reducing confusion and helping more people find what they need, faster.

Real Impact, Rooted in Empathy

This is more than a communications project. It reflects a cultural shift, putting empathy, clarity, and inclusion at the core of how we serve. It's a proud moment for our team and a sign of what’s possible when government listens and adapts. Since September 2024, over 2,000 employees have voluntarily joined in to complete training about how to communicate better. And over 540 more are on their way to completing their training! One EDD employee that attended our plain language workshop recently shared:

“It was eye opening that my normal language would be harder for someone not a native English speaker to understand... Now I know to try harder and watch how I say things, so that anyone can understand what I’m trying to explain. Thank you!!”

That kind of learning and reflection is exactly what this initiative is all about. In fact, 94% of workshop attendees recommend the training to their colleagues.

EDD’s plain language community isn’t just growing, it’s thriving. We’re building a culture where clear, empathetic communication is the norm, not the exception. Every month, staff get practical writing tips straight to their inbox, plus access to a vibrant community channel, SharePoint site, and Teams chat where ideas are shared and support is always available.

• 200+ employees actively connect in our community chat.
• 240+ engage on our SharePoint page.
• 10 internal newsletters sent — each with an impressive 74%+ open rate.
• 700+ staff using our plain language workbook to strengthen their skills.

A Website That’s Easier for Everyone

In the last six months, nearly 300 webpages with complex language (above grade 8 reading level) were rewritten and redesigned for clarity and ease-of-use. Our key benefit webpages for unemployment, disability, and Paid Family Leave, are now more user-friendly with step-by-step instructions based on real customer feedback.

In July, we used customer data and plain language to redesign the homepage. The most important benefits are now front and center, with clear steps and easy-to-use drop-down menus. Whether on mobile or desktop, customers can find what they need quickly without extra clicks or confusion.

Benefits Application Improvements

In October 2024, we had a major upgrade to the online unemployment application. Designed with your feedback in mind, the new application is simpler, faster, and more customer friendly. We took out unnecessary questions and confusing jargon. We also reworked it with clearer instructions for a smoother experience for you. Our goal is to make the process easier, so you can focus on getting the support you need.

Since then, customers now finish the application 14% faster than before and with fewer errors. About 80% of users have rated their experience as good or excellent. We’ve also received a lot of positive feedback from customers. Many people have mentioned how much easier and quicker the process is now. Comments highlight how the new system is more streamlined, easy to follow, and a big improvement.

One customer noted about applying for unemployment benefits, “[UI Online] is much improved since I had to file a few years ago,” while another said, “Thank you for making this easier/user-friendly.”

Then in May this year, we just released a simpler online application for disability benefits. Again, another step in modernizing California’s benefit programs and improving the customer experience.

Looking Ahead

Using plain language is driving meaningful improvements across our services and teams.

Clearer, Easier Access to Services: Plain language is improving key processes like online benefit applications and unemployment certifications, helping customers navigate them without confusion.

Building Trust: By making government information simpler and more open, we’re creating a better experience for customers and staff alike.

We’re honored by this recognition, and even more motivated to keep going. Because good communication is good service. And Californians deserve both.

To everyone who has applied for benefits, given feedback, or reached out for help: thank you. Your voice is shaping a better, more human EDD. And this is only the beginning.

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