EDD is ordered to take steps to improve service

http://www.latimes.com/business/la-fi-edd-overhaul-20140208,0,502373.story



Luis Rodriguez fills out some forms at the California Employment Development Department office in Sacramento in September.

EDD is ordered to take steps to improve service
By Marc Lifsher and Ricardo Lopez
February 7, 2014, 6:44 p.m.

SACRAMENTO — California has announced a sweeping overhaul of its troubled Economic Development Department, following months of turmoil that left thousands of Californians struggling to get their unemployment benefits.

A top aide to Gov. Jerry Brown on Friday ordered the agency to hire hundreds of new workers and pay overtime to staffers to beef up the EDD's woeful customer service.

In recent months, jobless workers have found it nearly impossible to reach agents at EDD for assistance after a computer glitch interrupted payments. A Times investigation revealed that as many as 90% of callers seeking information about missed payments or unprocessed claims failed to reach an agency representative.

Callers were shunted to a recorded message telling them to seek answers on the EDD website or get help through an automated self-service phone number — options that many unemployed workers had already tried in vain.