Name: Bill Branch
Department: Department of Fair Employment and Housing
Contact:Bill.Branch@dfeh.ca.gov
Area(s): Customer Service
The Department of Fair Employment and Housing (DFEH) unveiled a major milestone in Governor Schwarzenegger’s commitment to make state government more open and accessible to the public on January 7.
On that day, the Department launched its eagerly anticipated online, automated appointment system. The new system enables members of the public to take the first step in filing an employment discrimination, harassment or retaliation complaint over the Internet at anytime.
In the past, to request an appointment for an intake interview, complainants had to telephone the DFEH Communication Center during regular business hours Monday through Friday. Often that meant taking time off from work, potentially with a loss in pay. It was not unusual to have callers whispering on the phone, because they called from work and did not want supervisors or co-workers to overhear their conversations. Now they can begin the process from the privacy of their home computers on evenings, weekends or at anytime. They select the appointment time most convenient to them and lock it in.
Online customer satisfaction surveys indicate overwhelmingly positive response. Users say they appreciate the added privacy and convenience.
The project, along with the Department’s Right-to-Sue automation project (see below), was under development for the better part of a year under a $128,400 contract, with additional staff time by numerous DFEH employees.