• California State Auditor Says Employment Development Department Still Having Phone Problems

    November 13th, 2012 by admin Categories: Blogs Tags: , , , , , ,

    California State Auditor Elaine Howle in a report issued today stated that the state’s unemployment agency EDD continues to have claim processing difficulties and unacceptable numbers of callers experiencing phone system problems. According to the LA Times:

    “Our follow-up in this area found that millions of callers continue to have difficulty accessing the department’s new phone system and its agents,” State Auditor Elaine Howle wrote in a letter to Gov. Jerry Brown.

    In the fiscal year ending June 30, 2012, more than 17 million call attempts, or 24%, of all calls to a new phone system, did not get answered, and of the 29.7 million calls in which individuals asked the automated system to speak with an agent, 24.9 million, or 84%, were unsuccessful. The automated system hangs up on many callers who get through and punch a button to speak to an agent, the audit found.

    Auditor’s report specifies time period as of the end of June 2012. Perhaps the department has made significant improvements over last three and a half months… We’ll have to await their reaction to the Auditor’s findings.

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