| Business Customer Satisfaction Pilot Team |
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Meeting Notes · Wednesday, May 17, 2006 Present: Gilberto Estrada, Rafeeka Gafoor, Rhonda Jacob, Gary Smith (facilitator), Diane Thoms, Donna Zimmer, Sharry Wade, Sheila Brillson Meeting Notes: Notes from April
18 meeting reviewed and approved. This is the final meeting of the pilot team. The one year pilot has concluded, as determined by the WEOC’s, Comprehensive Customer Data Team. We will review the outcomes of the pilot and determine next steps. Northwest Partnership Outcomes: Key: Brown – Outcome Blue – done Black – being done elsewhere Orange – not done Green – priority Violet – comments and discussion items not included in flip charts -Common follow up letters established *Deployed in both Skagit and Whatcom -A shared job order template is in place for producing job orders in SKIES *Deployed throughout the Northwest *A statewide template is near completion and will be forwarded to WWA/WEOC for approval. The draft is close to the version currently in use. - Request for applicant form *A statewide template is designed and will be forwarded to WWA/WEOC for approval. -A shared job order process *Deployed throughout the Northwest -The ACSI Survey Contact added to SKIES, with training/implementation *Deployed throughout the Northwest with management review to ensure its accurate and continued use *It was suggested that the ability to add a contact on the services that are automatically noted in SKIES be requested at the state level -Office ID records services to the proper office *Deployed throughout the Northwest, notably WS-Whidbey -Management/tracking reports developed. *Series of management reports deployed throughout the Northwest to evaluate and assess business services. *Consideration of a SKIES menu of business services management reports is underway in statewide business services team. Some will be password protected for supervisor’s use only. -Increased process consistency in the use of common tools/products and common methods *Deployed throughout the Northwest – providing opportunity for CQI -Communication and working relationships between partners has increased/improved - Focus on work process and the business customer (staff accountability & culture shift) *Improvement in the number of jobs filled, ratio of placements to available jobs, while complementing and influencing other work -Measurement metrics complementary with GMAP *Ongoing dialogue and focus as GMAP continues -The pilot was taken seriously and produced well in the Northwest *The set of 4 sub-teams were functional and completed many tasks. Rafeeka and Donna provided local leadership to the accomplishment of pilot tasks within WDC and ESD. -A recognition process was agreed to *Not yet deployed Strategies not achieved: -Businesses with a single service, or no service within a 6 month period were not followed up *Lack of resources (staff) precluded this strategy at this time -The desk aid was not implemented *ES has a paper desk aid *Possibility of building an electronic version for WorkSourceNorthwest.com. -Communication about changes to products and processes - improvement needed to stay informed of rapid and numerous changes *Prioritize as a next step -Single Point of Contact: need to define and agree to the definition and the intent to achieve it – will address territorial issues/expectations *Prioritize as a next step *The team discussed SPC briefly and agreed there is work to do on this topic – Less than 100% implementation for some items *Prioritize full implementation on partially completed items -Increase the provision of the highly valued services *Prioritize as a next step *Suggestion that while focusing on providing these services that are already valued, we focus on increasing the value of other basic services which are used more frequently -Improved documentation *Prioritize as a next step -Assess and certify soft skills *Work Readiness Credential is in WTECB state pilot phase – Issues remain; such as cost & what to do with those who do not obtain credential -Improve the referral process/candidate screening *More face to face referrals *Gives the opportunity to offer the seekers guidance during the job search process *Better quality job orders *ES has undertaken quality improvement processes for job orders for some time. Initiated outside of/but complementary to the pilot project. *Prioritize as a next step -Improve employer satisfaction – making it a focus so it is important to all staff – culturally ingrained *Ongoing dialogue and focus is a priority -Basic business services defined/revised *Statewide team identified/defined those services available to all business from each WorkSource center – will be forwarded to WWA/WEOC for approval. – approved by WWA & WEOC. *Training and implementation is now a priority -Common definitions of Basic Business Services *Statewide team has developed the definitions so staff will document the services uniformly – will be forwarded to WWA/WEOC for approval. *Training and implementation a priority -Respect for each other’s work *respect for each partner’s work is important and can be facilitated by improved communication and working relationships Next steps:
-Conduct a post pilot analysis -Allow the CCDT to participate in the selection of the provider of the survey -Participate in the development of the questions on the survey (should be shorter and designed to elicit responses that can be used for regional CQI purposes)
Measurement Rhonda presented recent pilot data results, indicating that we have not completed our work to provide more of the highly valued services. Please use this address to connect to the new University of Connecticut web site for ACSI results: https://secure.uconn.edu/csra/washington/ As before this site is password protected using the same Username: ‘wdc’ Password: ‘washington’. Both words are lower case.
All members were thanked for their dedication to the project. Meeting adjourned.
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