EDD Touts Service Upgrades: 81% Unemployment Insurance Satisfaction, Applications in Eight Languages
The California Employment Development Department (EDD) on October 6 reported results from its multi-year effort to improve customer service. Its latest customer survey found satisfaction of 81% among unemployment insurance (UI) claimants, 75% for State Disability Insurance and 65% for Paid Family Leave.
EDD redesigned the benefit certification process with animated video guides and consolidated weekly certification questions onto a single screen; clicks on the payment help icon during certification have since dropped 54.5%. Today 80.4% of UI claims are paid within a week of the first certification, and a streamlined identity check lets more than 80% of applicants verify within seconds. Claimants can also view payments and tax documents through myEDD, and direct deposit is now available.
On language access, the online UI application is offered in eight languages — English, Spanish, simplified and traditional Chinese, Vietnamese, Korean, Tagalog and Armenian — live chat supports real-time translation with bilingual specialists, and voicemail can be transcribed and translated in more than 150 languages, cutting handling time by roughly 40% to 50% per message.
In August, EDD won two 2026 Best of California Awards from the Center for Digital Government: a Most Impactful Changemaker Award for its benefit overpayment notification project and Best In-House Application for disability insurance automation.
Published by GSM · USA (original Chinese edition)
Photo: 居民在家在线办理业务（资料图，CC BY）
