California Unemployment Insurance Strike Team

The strike team – which will be headed by Government Operations Agency Secretary Yolanda Richardson and Jennifer Pahlka, who co-founded the United States Digital Response, the United States Digital Service, and founded the Code for America – will create a blueprint for improvements at EDD, including a reimagining of their technology systems.

Further, EDD will begin addressing the backlog of unpaid claims by streamlining communications with consumers.

Since March of this year, EDD has processed more than 8 million unemployment insurance claims and distributed more than $49 billion in unemployment benefits. EDD has implemented several federal benefits programs since the onset of the pandemic, created a seven-days-a-week new call center for customer technical assistance needs, and both redirected and hired thousands of staff to assist impacted Californians with information and resources.

Directed actions include:

• Modernize information technology programs and transform the customer experience.

  Within 45 days, the strike team will deliver a roadmap that outlines short-, mid- and long-term recommendations and solutions to transform the customer experience of applying for and receiving UI benefits.

• Focus on immediately processing claims.

  To assist with addressing the almost 1 million claims that may be eligible for payment with additional information, EDD will initiate immediate and weekly reminders to claimants to certify their claim. 

• Enhancing partnership with the Legislature to improve communication with claimants.

  Building on bi-weekly meetings with legislators and staff, EDD hopes to leverage the Legislature’s unique ability to connect with their constituents to assist with improving communication with claimants. 

Sources: Office of Governor Gavin Newsom; California Globe; GOVERNING magazine

More information: AskGovOps@govops.ca.gov

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• Resource Publication Date: 2020
• Posted by: Robin Gwathney
• Posted in: Global