Chief Information Officer Ajit Girn is the tip of the technological spear for the sweeping modernization efforts, known as EDDNext. Girn is no stranger to the work that EDD does, having held a variety of technical and leadership roles with the department over the last decade and a half.
1. Give readers a 30,000-foot view of EDD’s modernization goals for the next two to five years. What are your priorities from an IT perspective, and where do you see opportunities for the private sector to collaborate?
As part of EDDNext, the Employment Development Department is undertaking a comprehensive, departmentwide modernization effort focused on transforming how we serve Californians. Over the next two to five years, our goal is to significantly enhance both the customer and employee experience by reimagining every aspect of service delivery — from the first point of contact through to claim resolution.
From an IT perspective, our priorities include modernizing legacy systems, streamlining the claims process, enhancing digital self-service options, improving data integration and security, and increasing operational agility through cloud-based solutions and modular system architecture. Additionally, one of our core goals is to streamline IT operations by consolidating technologies and adopting modern tools that improve efficiency, scalability, and service delivery. For example, we currently have three major procurements underway: an Integrated Claims Management System to modernize our benefit applications; a new CalJOBS platform to enhance the services we provide to job seekers; and a generative AI implementation to transform how we deliver labor market information and insights.
We see strong opportunities for private-sector collaboration in several key areas. These include advanced data analytics, automation of IT operations — such as Service Desk automation — user experience design enhancements and strengthening our cybersecurity posture. We rely on staff augmentation services for some of the hard-to-find skill sets. Additionally, we are always open to ideas from the private sector on how we can improve our services and IT operations. If you have a great idea, please reach out to us!
Lastly, with EDD preparing to move into the new Labor and Workforce Development building, we anticipate significant infrastructure needs. This includes the complex task of relocating our data center and ensuring continuity of operations throughout the transition.
2. What sort of technologies are being implemented as part of your ongoing call center modernization efforts?
We have made significant progress in updating our call centers, starting with a full upgrade of our Disability Insurance call center. This effort included the implementation of Amazon Web Services Connect as our core call-handling platform, Calabrio for workforce management, and Snowflake combined with Tableau to support our data warehousing and reporting needs. To better understand customer needs and evaluate agent performance, we also deployed Qualtrics, which provides valuable insights into customer satisfaction, agent effectiveness and overall service quality.
By the end of this month, our Paid Family Leave call center will also be modernized using the same suite of technologies. This upgrade will introduce enhanced self-service capabilities, enabling claimants to access information easily. Lastly, we plan to implement Pindrop to strengthen security and build trust by verifying identity and reducing fraud in every voice interaction. We implement many other features such as conversational IVR, voice translation into multiple languages and various other security features to deter auto-dialers.
3. How far along is EDDNext toward fruition? Is there an expected date when you can say, "It's done?"
Honestly, digital modernization is never truly "done" — our goal is to create a culture of continuous improvement and innovation in how we deliver services. That said, we are currently in Year 3 of a seven-year effort aligned with our approved Budget Change Proposals. EDDNext consists of multiple major workstreams, including call center modernization and document management system upgrades. The largest and most complex of these is the Integrated Claims Management System, which is currently in the procurement phase and will fundamentally transform how we manage benefit applications across the department.
4. Some hard lessons were learned from the pandemic. How is EDD futureproofing for the next big employment crisis, and what sort of support have you seen for this work from the Legislature and governor?
We are deeply grateful to the Legislature and Gov. Gavin Newsom for their strong and ongoing support in helping modernize the EDD. Their commitment has been instrumental — these transformative changes would not have been possible without them.
EDD is well-prepared to respond to any potential spike in the Unemployment Insurance (UI) rate. We have a recession response plan that activates when the UI rate exceeds a certain threshold. In addition, we have significantly automated many of our previously paper-based UI claim processes, enhanced our fraud detection and prevention capabilities, and modernized our IT systems and call centers to ensure we can scale quickly and efficiently in times of increased demand.
5. Considering the state's budget crunch, what's the outlook for the gov tech sector in California? What should vendors expect in EDD procurement?
While the state is facing fiscal challenges, the need for IT modernization and improved public service delivery remains critical, especially at an agency like EDD that directly impacts millions of Californians. I expect the government technology sector to continue playing a vital role, but with an even greater emphasis on value, efficiency and measurable outcomes.
At EDD, vendors can expect a more focused and strategic approach to procurements. We are prioritizing modernization initiatives that enhance customer experience, streamline internal operations and strengthen our overall security posture. At the same time, we're actively encouraging greater competition among service providers to ensure we get the best value.
We’re looking for partners who bring innovation, agility and a deep understanding of public-sector challenges and opportunities. You can expect an increased emphasis on proof of concepts to demonstrate real business value, return on investment (ROI) analyses to guide decision-making, an in-depth technical review to ensure the solution aligns with our technical road map and a move toward consolidating smaller individual contracts into larger, more integrated efforts to achieve economies of scale.
6. Are there any emerging technologies you would like to see integrated into EDD’s mission?
Absolutely — we are very interested in generative AI (GenAI). As mentioned earlier, we’re currently in the middle of a GenAI procurement aimed at enhancing our Labor Market service delivery. Beyond that, we see a wide range of opportunities to apply AI to improve internal IT operations. I am particularly focused on lower-risk, high-impact use cases such as automating Service Desk resolutions, enhancing Security Operations Center (SOC) capabilities and accelerating application testing through AI-generated test scenarios. That said, our primary focus isn’t just on adopting new technology for its own sake; it’s on driving meaningful business outcomes.
7. Are there any emerging technologies you’re watching closely from a threat perspective (quantum computing, etc.), and how are you preparing for those threats?
We are closely monitoring the adoption of GenAI, recognizing its potential to transform complex processes such as claim adjudication and benefit determination. However, I also acknowledge the risks if not implemented correctly. To ensure responsible deployment, we are working closely with the California Department of Technology to align with state guidelines on AI-centered solutions. Additionally, we collaborate with other states through the National Association of State Workforce Agencies to stay informed on their implementation strategies. We are taking a cautious approach by introducing newer technologies in internal, employee-focused scenarios, including Service Desk operations, testing, development and security. This allows us to evaluate technology in a controlled environment before broader application.
8. When you’re not piloting IT at one of the state’s largest agencies, what do you do for fun?
I enjoy spending time outdoors and staying active, especially with my two young daughters, who definitely keep me on my toes! I love hiking, exploring new places, and getting outside to recharge. I’m also a big fan of field hockey and cricket. I haven’t played in years, but both sports are still close to my heart and a big part of what I enjoy following in my free time.
