Final Report of the Customer Satisfaction Work Group of the Workforce Information Council Workforce Investment Act of 1998.

The Customer Satisfaction Work Group (Work Group) of the WorkforceInformation Council (WIC) was appointed to explore the issue of customer satisfaction asit relates to labor market information (LMI) providers and users of the information. TheWork Group was composed of eleven members, two support personnel and a consultant.They met formally three times between October 2002 and June 2003, and gave quarterlyupdates to the WIC.creation process.Workforce Investment Act of 1998.and federal agencies;sharing;......
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Final Report of the Customer Satisfaction Work Group of the Workforce Information Council Workforce Investment Act of 1998. Final Report of the Customer Satisfaction Work Group of the Workforce Information CouncilSection I – Executive Summary The Customer Satisfaction Work Group (Work Group) of the WorkforceInformation Council (WIC) was appointed to explore the issue of customer satisfaction asit relates to labor market information (LMI) providers and users of the information. TheWork Group was composed of eleven members, two support personnel and a consultant.They met formally three times between October 2002 and June 2003, and gave quarterlyupdates to the WIC. The Work Group utilized existing documents and gathered other reports to guideits work. Many of the concepts employed are private sector marketing concepts. Thegroup verbalized the process of developing labor market information products andservices as being a process of data collection, data analysis and distribution ofinformation products and services. The process defined in this manner seems void ofcustomer satisfaction measurement and needs assessment. Therefore, the Work Groupconcentrated on incorporating the needs and satisfaction of customers into the LMIcreation process. Two models were constructed to demonstrate how customer satisfaction andneeds assessment can guide the creation of meaningful labor market information andmove toward a demand-driven workforce information system. One model charts a statescenario and the other extends the model to federal products. The result is a dynamic,customer-driven labor market and workforce information system which is responsive tocustomer needs and wants in a changing environment. The process embraces not onlythe concept of assessing customer satisfaction, but also of working (through evaluationteams and the WIC) toward continuous improvement of the system. This is the objectiveof the requirement to “consult” with customers as set forth in Section 309 of theWorkforce Investment Act of 1998. As part of infusing customer satisfaction into the labor market informationdevelopment process, some critical components have been identified. They include: • The establishment of evaluation teams in each state, charged with turning customer satisfaction assessment results into improved products and services, and with sharing customer satisfaction processes and improvements with other states and federal agencies; • Nine measurable attributes which the Work Group believes will lead to more meaningful customer assessment activities and provide for easier information sharing; • A methodology that state and federal agencies can employ to “think through” the customer satisfaction process. The methodology is displayed in a handbook developed by the Work Group which will be made available to assist federal and 1 state agencies as they work to develop protocols and choose methods for assessment; • Strategies for documenting demand for labor market information products which can provide guidance to funding agencies, in addition to encouraging broader use of available information. This document has five sections including this executive summary. Section IIoutlines the Work Group’s approach to work. Section III discusses and models therelationships between customer satisfaction and labor market information. Section IVreviews pilot studies, and Section V of this document responds specifically to the chartergiven to the Work Group by the WIC. The response in Section V notes findings by the group and then provides sevenactionable recommendations. These recommendations include establishing or identifyinga customer satisfaction focal point for sustaining the effort and providing on-goingcustomer satisfaction technical assistance, offering training to agency representatives onimplementing customer satisfaction programs, exploring customer satisfaction as adeliverable in the BLS cooperative agreement and continuing it as a deliverable in theETA core products grant, and expanding the efforts of the Work Group into a demand-driven marketing effort for workforce information. There are also attachments under various tabs. Tab III is a customer satisfactionhandbook. Tab IV reviews pilot study results. Tab V is the draft document “WorkforceInformation Customer Satisfaction Assessment: A Primer for State and Local Planning”developed by Mediacall, Inc. and the Heldrich Center. Tab VI documents BLS customersatisfaction activities. Tab VII is the project work plan which set the course for the WorkGroup. Tab VII ...