Transforming how Californians access employment services
Collaborative partnership drives Employment Development Department’s modernization, improves efficiency, and enhances the customer experience
Client
California Employment Development Department
Industry
Government
Primary Goal
Develop a strategy for becoming a customer-focused leader in benefits administration
The California Employment Development Department (EDD) faced daunting challenges during the COVID-19 pandemic. As unemployment soared, there was unprecedented demand to deliver timely services and benefits to struggling residents. EDD also needed to rapidly implement new federal pandemic-related assistance programs that had never been offered before, such as aid for self-employed workers. EDD staff were challenged to adapt to this new way of doing business using systems that were not designed to handle that level of demand. It was difficult for both clients and EDD employees to navigate the system and apply for the appropriate benefits or assistance, resulting in a less than ideal customer experience.
KEY OUTCOMES
Making a measurable difference
- A new EDDNext program designed to modernize the agency and advance key strategic priorities
- Streamlined client experience with improved language accessibility and user-friendly interfaces
- Significant projected cost savings and long-term operational efficiencies
- Better security through digitized processes that help the EDD defeat attempts to commit fraud
Client transformation journey
Click on each part of the journey to learn more about our client’s transformation.
KPMG is driving the EDD's transformation with a detailed roadmap, integrated approach, stakeholder engagement, and technology enablement
KPMG is making significant contributions to EDD's transformation, including:
- Detailed roadmap: KPMG has worked with EDD to develop a detailed roadmap that identifies and sequences key milestones, initiatives, and priorities for the EDD.
- Integrated approach: By aligning business and technical processes and implementing a unified system, KPMG is helping to standardize workflows, improve cross-program collaboration, and holistically address client needs while helping the EDD achieve economies of scale.
- Change management and stakeholder engagement: KPMG has worked closely with the EDD's leadership and staff to help them embrace the transformation initiatives, and EDD has created new User Experience, Customer Experience, and Voice of the Customer teams to ensure the end user’s perspective drives everything that EDD does.
- Technology enablement: Rather than buying off-the-shelf technology, KPMG has encouraged the EDD to publish its goals and objectives for new hardware, then allow the private market to produce innovative solutions and create a “best in breed” solution tailored to California’s unique needs and circumstances.
Learn about the new rules of business transformation
KPMG has a deep understanding of the challenges faced by organizations and their need for tailored solutions to help address those challenges. We emphasize the importance of aligning business strategies with transformative initiatives, leveraging advanced technologies, optimizing operational processes, and delivering exceptional customer experiences. KPMG combines industry insights, data-driven analysis, and innovative thinking to help drive meaningful and measurable results. Learn more about our approach to business transformation.
Meet the team that helped make the difference for EDD
Technology is at an inflection point as cloud services, AI, and modernized applications create new opportunities for businesses to improve the customer experience and drive employee engagement. We would like to hear from you to understand your objectives and how we can help you achieve them.
Peter Zalkind
Office Managing Partner, Advisory, KPMG US
Paul Hencoski
Principal, Advisory, KPMG US