Employment Department Customer Service Improvement
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Oregon

Employment Department Customer Service Improvement

The Oregon Employment Department (OED) serves thousands of workers and employers who interact with the agency primarily by phone and through the Frances Online digital platform, and long phone wait times and heavy staff workloads have limited how quickly residents can get answers about their claims. Feedback gathered from more than 5,000 OED customers and 850 employees through surveys, interviews, and focus groups shaped a multi-year action plan to address those barriers.

Year added2025
Status as of Spring 2026Pilot
Primary AgencyWorkforce & Labor
Approach and SolutionOED's action plan, released in March 2026, identifies six high-priority projects, including one currently in progress that uses AI tools to manage phone calls — verifying identity, providing claim status updates, and improving on-hold messaging — to ease the customer experience and support internal operations. An internal AI-enabled chatbot is also in development to help agency staff quickly access information rather than consulting manuals or other systems, and the broader initiative sits alongside Oregon Enterprise Information Services' work on a comprehensive enterprise AI policy.
Who it ServesBoth (Staff and The Public)
Area of ImpactWorkforce & Labor
AI Technology TypeMultiple

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