A strike team assembled to establish a blueprint for improvements at the state’s Employment Development Department released the results Saturday of its 45-day review, an outline to redesign claims processing and the customer experience of the unemployed.
Tasked by Gov. Gavin Newsom in July to find ways to improve the EDD’s efficiency, the strike team outlined new methods on how the department’s technology systems can be more customer-focused.
The strike team, led by Yolanda Richardson, government operations secretary, and Jennifer Pahlka, Code for America founder and former U.S. deputy chief technology officer, focused on finding ways to make legitimate
unemployment claims move through the process quicker.
The team observed teams at work at EDD offices in Sacramento and Rancho Cordova, reviewed training materials and claimant communications, studied call center data, extracted and analyzed data from EDD’s many information technology systems and interviewed hundreds of people for their feedback and suggestions, including legislative members and staff.
Recommendations by the strike team included improving transparency, modernizing document upload, establishing clear metrics to track claims and target source deployment and implementing a plan to reduce the backlog based on data, including increased use of outbound calling to claimants to resolve issues.
These are just the short-term recommendations.
The long-term recommendations include launching a cross-disciplinary modernization project involving an overhaul of administrative rules and procedures, operations and technology, with the main focus on improving the experience of those filing for unemployment benefits.
18 comments
Not holding my breath if this improvement is anything like DMV’s continued issues.
EDD claims shut down for 2 weeks, real bang up job Yolanda and Jennifer.
Recommendations by the strike team included improving transparency, modernizing document upload, establishing clear metrics to track claims and target source deployment and implementing a plan to reduce the backlog based on data, including increased use of outbound calling to claimants to resolve issues.
Jiberish !!
All the while, the homies are cashing in hundreds of thousands in stolen identity EDD cards. Even the rappers are singing about the EDD money. If you’ve never applied for EDD, you may want to double check that they haven’t used your name and benefits already.
Remember, this is what voting blue has done to our state and country. They don’t think. I mean, they defund the police, then complain there is no police help. You can’t make this stuff up. But, go ahead and vote blue again, they are going to fix it this time.
In other words- Update all of your stuff. Computer hardware, software, training, policies, rules and regulations etc.Probably most important is to hire and train competent people. There- could of given this advice in 5 minutes instead of 45 days and an entire strike force. By the way- strike force is typically reserved for military and public safety, not think tank consultants.
Meant Strike Team not Strike Force.
These bloated, inefficient bureaucracies should be replaced with accountable, competitive private-sector businesses for cost savings and improved service.
Absolutely agree ! ! !
they got this term from a movie called Buckaroo Banzai
https://www.imdb.com/title/tt0086856/
Step 1: Stop providing benefits to people using falsified Social Security numbers.
The article about this shutdown in today’s SF Chronicle was a headshaker. What an absolutely incompetent division of CA Gov’t. After Oct 5, new unemployment filers will be required to upload a selfie taken by a smartphone or tablet camera. EDD actually said that for people that don’t have a smartphone or tablet with a camera, the people “can just borrow one” from someone. New claim filers will also have to upload a photo of an official ID, such as a passport or driver’s license.
Just borrow a phone of tablet from someone? Unbelievable; what an attitude. I’d bet my $1 that things will only be worse with EDD after this shut down.
I don’t think they literally meant a selfie. I think it is a photo of your driver’s license or passport and a photo of an identity document like W2, bank statement, utility bill.
Arizona, Florida, Georgia, and Nevada already use ID.me for unemployment claims, so it actually seems like it could be an improvement in the process.
Under Gavin Newsom, the DMV had four-hour waits to renew your Driver’s License, and that was with an appointment — if you could get one. Under Gavin Newsom, Unemployment Insurance, something you and your employer pay into so that you won’t be starving and pennyless if you lose your job, was unable to pay out what it owed, so they stopped accepting claims for your own money. Under Gavin Newsom, more prisoner’s at San Quentin died even though he suspended executions shortly after taking office. Under Gavin Newsom, arson set wildfires are suddently a result of climate change. Under Gavin Newsom, you are required to stay at home, wear a mask, maintain social distance, not get a haircut, not eat out, not attend church, not participate in contact sports, and so on, and so on, and so on because he is “saving” us all from a killer virus that has taken predominately elderly in nursing homes which are poorly controlled by the State.
Obviously, Gavin Newsom is not up to the job. Recall Gavin Newsom. He seems to have no authority over the various departments in California state government and is completely unable to run the state with any sort of reasonable plan. He did buy a lot of N95 masks from China and I believe they are being sold at the hardware store. Is this his plan to make California rich?
Well that pretty much sums things up. You could add ab145 as he does have great sympathy for the pedophiles. We only need 5% of Californians to sign the recall and he’s out.
Let’s not forget that Covid Newsome also closed down all the local wineries….oh, except for his winery, which has remained open.
Smh
If this problem happened to keep wealthy people from obtaining their money there would be no backlog- this is just unacceptable
So you’re saying wealth people ARE getting their unemployment checks?
I have a plan open up the state. Let everyone go back to work.
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