With the hope of improving customer service after a historic surge in unemployment claims, the Employment Development Department is retooling the way Californians gain access to unemployment insurance benefits. Earlier this month, the California Department of Technology issued a Request for Proposal (RFP) to hire a firm that will provide Business Process Re-engineering (BPR) Services as it works to replace EDD's beleaguered claimant benefit system.
Amid historic COVID-19 related unemployment highs and a day before a contentious Assembly hearing on California’s unemployment system, Gov. Newsom on Wednesday announced the creation of a new strike team to address the backlog of claims and ongoing information-technology related problems. The California Department of Technology and Office of Digital Innovation will support the effort led by GovOps Secretary Yolanda Richardson and Jennifer Pahlka, former Code for America executive director who now heads U.S. Digital Response, a nonprofit organization helping government agencies respond to the COVID-19 crises. “The strike team will identify steps to transform the unemployment insurance customer experience [...]