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Improving Service Provision

Improving Service Provision. February 20 and 21, 2008. What do these innovations have in common?. Why do you think they were developed?.

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Improving Service Provision

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  1. Improving Service Provision February 20 and 21, 2008

  2. What do these innovations have in common?

  3. Why do you think they were developed?

  4. Know what jobs your customers are trying to do- Know how you and your organization determine success- Be able to identify hidden opportunities- Empower your customers to perform jobs that they could not previously perform themselves

  5. Agenda • Quick Illinois workNet™ Review • Activity - Self-assessment of communications, services, and partnership building in terms of: • Outreach and Recruitment • Informational Services • Self-Service • Partner Services • Activity - Service Delivery Scenarios • Next Steps

  6. Illinois workNet is dynamic. Remember, this is your opportunity to shape the system to meet the needs of your customers, staff, and partners. Resume Tool Upgrade – Users store up to 20 resumes and benefit from more download options and easier setup. Job Search Tool Upgrade – Can use skills identified with resume as job search criteria and spiders more online job openings. Events Search – Uses single ZIP code to provide a radius search that is more beneficial to user and more clearly distinguishes news from events. Site Search – Searches site to include web services. Apprenticeships – Added to the Education area. Rapid Response – Locally customized information. New Enhancements

  7. Upcoming Enhancements These enhancement are all PY 2007 activities. Assessments – Setup to allow a single login. LMI Snapshot for Businesses – Printer-friendly graphic depiction of LMI that is automatically updated monthly. CSSI/Rapid Response Online Tool – Explore opportunities, find training, and connect to job openings. CSSI Industry and Employer Branding – Employers publish information to sell their company to potential employees. External shortcuts – Save shortcuts to any website. Local Polls – Local areas get to know their online customers better.

  8. Local content is promoting, advertising, marketing, and reaching out to your community, individuals and businesses alike. Promote your resources and services. Promote partner resources and services. Connect individuals and businesses tothe information they need and care about, and expect to find online. This is your opportunity to shape yourcommunity’s view of the workforce system, which includes your organization. Reminder – Local Content is Important • PY 2007 3rd Quarter Utilization Data (October - December 2007) • Without marketing, usage increases at a steady rate of about 30% per quarter. • 1,373,682 Page Views • 127,052 Visits • 36,369 Visitors • 38 Page Views/Visitor • 426 online customer surveys submitted

  9. Leverage Illinois workNet Resources Use the resources provided in the Workforce Professionals Pathway. Provide a clear picture of how your community benefits from online access to local resources. Achieve extensive local content. Rubric, Local Content Collection worksheet , and Individuals and Businesses Pathways Local Content Guides Be familiar with integration resources that provide ideas for using the Portal with various scenarios. Use the partner expansion resources to identify and reach out to potential partners. With Rapid Response events, use the new online locally customized web page. Use the rebranding templates to ensure a consistent message and to promote access to Illinois workNet. Use Activity Reporting to look at local usage of Illinois workNet and to become familiar with the most popular web pages in your area.

  10. Illinois workNet Centers As we review, discuss, and find ways to meet customer needs, keep in mind... Illinois workNet Center refers to physical locations and the virtual (Portal) together. Rebranding outreach promotes local services and access through illinoisworknet.com.

  11. Use all of the Illinois workNet components together as a strategy to achieve goals and objectives.

  12. Review, Plan, and Implement Goal – Reach out to community and partners, and target and recruit customers to access services in ways that make the most from limited funding.  Objectives Use targeted outreach and recruitment approaches. Use strategies that focus upon informational services that direct customers to where they need/want to go. Implement approaches that identify points in the customer service continuum where self-service meets the customers’ needs. Build a network of partnerships that provide resources and services to meet the customers’ needs.

  13. Activity – Self Assessment Step 1 – Self-assess current communication, service provision, and partnership building processes: Outreach and Recruitment Informational Services Self-Service Partner Services

  14. Activity – Self Assessment What are you doing now? Current processes for: Communicating your direction and focus/services to your customers/partners Providing services to your customers Communicating the value of Illinois workNet (physical and virtual) Communicating occupational training to your customers Building partnerships that expand access to workforce resources

  15. Activity – Self Assessment Based on changes taking place, will what you’re doing now continue to work to meet Goals and Objectives? Identify all points in approaches and processes where the Illinois workNet Portal and Program is or can be used with a strategy that targets improved customer communications, services, and partnership building.

  16. Activity – Scenarios Step 2 – Review scenarios for ways to use resources to maximize results with limited funding and identify challenges and solutions: Scenario A: Utilize a transportable resource room that is equipped to provide access to www.illinoisworknet.com and is staffed by trained professionals including partners. Scenario B: Offer customers options to access services at alternative locations (including from their homes) because the size of a facility used to provide on-site services limits the areas available to provide public access to resources and services. Scenario C: Offer customers, staff, and partners access to training, orientation, and assessments via online formats.

  17. Activity - Scenarios We are offering three scenarios, but you can come up with more of your own: Keep in mind: New ways facilities could be used. New ways to allocate staff time. Opportunities to expand non-traditional partnerships. Create a positive public image that clearly connects individuals and businesses to resources and services.

  18. Step 2 – Review scenarios for ways to use resources to maximize results with limited funding and identify challenges and solutions.  Identify Opportunities Outreach and Recruitment Informational Services Self-Service Partner Services Activity - Scenarios

  19. Next Steps Step 3 – Identify action steps to implement strategies and approaches that meet goals and objectives. • Based on changes taking place, will what you’re doing now continue to work to meet Goals and Objectives? • Identify all points in approaches and processes where the Illinois workNet Portal and Program will be used with a strategy that targets improved customer communications, services, and partnership building.

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