Employment Development Department Strike Team Detailed Assessment and Recommendations

Abstract

The co-chairs of the California Employment Development Department (EDD) Strike Team convened a team of experts with experience solving complex service delivery, operations, and technology problems in government organizations including HealthCare.gov and the Department of Veterans Affairs, as well as leaders from the California Department of Technology and the Office of Digital Innovation. This team conducted six weeks of interviews of staff at all levels of EDD, exhaustive technical systems discovery, and on-site observation of claims processing. The following report summarizes the findings and recommendations.