CTWS Integrated Plan FY2000-2004

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PROCUREMENT OF SERVICES

QUESTIONS 48 - 53

Services to Job Seekers-Support Services

Guidelines Pages 67-69

50. Describe the Board's policy and/or procedure for establishing subsequent eligibility that is consistent with the State's policy for the Training Provider Certification System (WIA§122 et seq.).

A complete description of the Central Texas Training Provider Certification process, including subsequent eligibility, is provided in Question #49.

Procurement of Services

Guidelines Pages 67 - 69 53. Discuss how the Board oversees and monitors the procurement process. Include in your discussion:
a. Standards the Board has established regarding the procurement process.
b. How the Board ensures quality procurement.

Contracted monitoring efforts and monitoring requirements which are identified in the Central Texas Workforce Monitoring policy, as described in Question #8, includes oversight and review of the provision of supportive services. Additionally, to ensure quality and compliance in local procurement efforts, the Central Texas Workforce Board has developed and adopted specific Central Texas Workforce System Procurement policies and procedures.

CUSTOMER SATISFACTION

QUESTIONS 54 & 55

Customer Satisfaction

Guidelines Pages 70 - 71 54. Describe the quality control process established by the Board to oversee services to employers. Include in your discussion:
a. How the services provided by Center operators and network partners are measured in terms of employer satisfaction. Include a description of the assessment tools/methods used to assess employers' satisfaction with workforce development services.
b. How the Board ensures that Center contractors maintain the quality of job referrals, job orders and applications.
c. Methods to follow up with employers to verify that trainees received the necessary skills and that they are using those skills in the workplace.
d. How employer satisfaction results are communicated between the Center contractors and the Board.
e. How employer satisfaction results assist the Board in setting policies for employer services.
f. How employer satisfaction results assist the Board in improving services to this population.

In addition to monitoring activities discussed in Question #8, Central Texas Workforce System has used facilitated focus groups, Public Hearings and community meetings to solicit and respond to business customer. Additionally, the Central Texas Workforce System Web Site, www.workforcelink.com, solicits customer opinions through generalized surveys and auto-responder requests for business customers' opinions of Workforce and Web Site services. Also, Business Services Unit and specialized Workforce Center staff often receive first-hand feedback from their business customers. Workforce Center Administrators are the central point-of-contact for responding to all customer suggestions and complaints.
Data resulting from identified sources are evaluated, discussed with appropriate Workforce System personnel and considered in the continuous improvement of business services and delivery methods. Modifications to current services and service delivery have, and, continue to be, instituted as a result of customer feedback. Perhaps the best example of modification based on customer-feedback is the overall design of the Business Services Unit. The team approach to delivering services directly responds to the expectations expressed through facilitated business-customer focus groups.
Central Texas is exploring data collection and management improvement opportunities through standardization supported by the use of potential automated survey and data analysis software. Additionally, following completion of the Central Texas Workforce Board targeted employer/business segment marketing plan, a mail-out business-customer survey will be developed and disseminated.

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Procurement of Services
Guidelines Pages 67 - 69	53. Discuss how the Board oversees and monitors the procurement process. Include in your discussion: a. Standards the Board has established regarding the procurement process. b. How the Board ensures quality procurement.
Contracted monitoring efforts and monitoring requirements which are identified in the Central Texas Workforce Monitoring policy, as described in Question #8, includes oversight and review of the provision of supportive services. Additionally, to ensure quality and compliance in local procurement efforts, the Central Texas Workforce Board has developed and adopted specific Central Texas Workforce System Procurement policies and procedures.

Customer Satisfaction
Guidelines Pages 70 - 71	54. Describe the quality control process established by the Board to oversee services to employers. Include in your discussion: a. How the services provided by Center operators and network partners are measured in terms of employer satisfaction. Include a description of the assessment tools/methods used to assess employers' satisfaction with workforce development services. b. How the Board ensures that Center contractors maintain the quality of job referrals, job orders and applications. c. Methods to follow up with employers to verify that trainees received the necessary skills and that they are using those skills in the workplace. d. How employer satisfaction results are communicated between the Center contractors and the Board. e. How employer satisfaction results assist the Board in setting policies for employer services. f. How employer satisfaction results assist the Board in improving services to this population.
In addition to monitoring activities discussed in Question #8, Central Texas Workforce System has used facilitated focus groups, Public Hearings and community meetings to solicit and respond to business customer. Additionally, the Central Texas Workforce System Web Site, www.workforcelink.com, solicits customer opinions through generalized surveys and auto-responder requests for business customers' opinions of Workforce and Web Site services. Also, Business Services Unit and specialized Workforce Center staff often receive first-hand feedback from their business customers. Workforce Center Administrators are the central point-of-contact for responding to all customer suggestions and complaints. Data resulting from identified sources are evaluated, discussed with appropriate Workforce System personnel and considered in the continuous improvement of business services and delivery methods. Modifications to current services and service delivery have, and, continue to be, instituted as a result of customer feedback. Perhaps the best example of modification based on customer-feedback is the overall design of the Business Services Unit. The team approach to delivering services directly responds to the expectations expressed through facilitated business-customer focus groups. Central Texas is exploring data collection and management improvement opportunities through standardization supported by the use of potential automated survey and data analysis software. Additionally, following completion of the Central Texas Workforce Board targeted employer/business segment marketing plan, a mail-out business-customer survey will be developed and disseminated.