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CASE STUDY
Designing Customer-Centric Performance Measures for Workforce Insurance Modernization
Supported the modernization of California's aging workforce development programs by conducting a comprehensive customer-journey analysis and establishing 163 outcome-oriented KPIs, ultimately securing ~1.2B in legislative funding to modernize state benefits delivery across three programs.
01. Challenge
Overcoming Legacy System Crises and Pandemic-Era Surges
California’s Employment Development Department (EDD) faced systemic pressure as its legacy Unemployment Insurance (UI), Disability Insurance (DI), and Paid Family Leave (PFL) platforms buckled under pandemic surges. Facing critical scalability limitations, system errors, and heightened fraud vulnerabilities, the agency desperately required a complete strategic overhaul to transform its reactive processes into a modern, reliable, and user-friendly experience.
02. Solution
Catalyzing Billions in Modernization Capital and Proactive Governance
Leveraging a human-centered design methodology, we executed an exhaustive feedback diagnostic that integrated stakeholder interviews, real-time social media sentiment parsing, and Voice of the Customer data. This detailed journey mapping allowed us to redesign core business workflows and construct an innovative, customer-centric framework of key performance indicators to guide the agency’s transformation into a proactive, data-driven organization.
03. Impact
Catalyzing Modernized Policy and Data-Driven Financial Oversight
The resulting performance measurement architecture fundamentally transformed how the agency visualizes, tests, and delivers public benefits. By introducing robust, outcome-oriented data models, our framework provided the definitive economic justification required to successfully secure over a billion dollars in legislative funding. Furthermore, this forward-looking system design equipped the agency with the advanced tracking tools needed to capture meaningful metrics, execute rigorous data analytics, and proactively mitigate issues.
3
Programs (UI, DI, and PFML)
163
Customer-Centric Key Performance Metrics
200K
Customer Pain Points Analyzed
$1.2B
Modernization Funding Secured
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