To print this page, use your browser's 'Print' button.
	Home Page l Business l Job Seeker l Training l Hable Espanol l About Us l Central Texas l Site Map

CUSTOMER SATISFACTION QUESTIONS 54 & 55

Customer Satisfaction

Guidelines Pages 70 - 71

55. Describe the ways in which the Board assesses customer satisfaction for job seekers. Include in your discussion: a. How the services provided by Center operators and network partners are measured in terms of job seeker satisfaction. Include a description of the assessment tools/methods used to assess job seeker satisfaction with workforce development services. b. Methods to follow up with job seekers to verify that they have received the necessary skills and that they are using those skills in the workplace. c. How job seeker satisfaction results are communicated between the Center contractors and the Board. d. How job seeker satisfaction results assist the Board in setting policies for job seeker services. e. How job seeker satisfaction results assist the Board in improving services to this population.

The Central Texas Workforce System has used several methods to solicit and respond to job seeker customer feedback including customer satisfaction studies and facilitated focus groups. Additionally, satisfaction surveys are used in local Workforce Centers to gather information from customers at the time of service deliver. Also, Workforce Center staff often receives first-hand feedback from their 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 Center services and delivery methods. Modifications to current services and service delivery have, and, continue to be, instituted as a result of customer feedback including opening job readiness workshops to the universal customer population, process design and implementation of integrated case management of public assistance programs, and procedures related to enrollment in child care and training support activities. Central Texas is exploring improvement opportunities through standardization supported by the use of potential automated survey and data analysis software. The Central Texas Workforce System Web Site, www.workforcelink.com, already solicits customer opinions through generalized surveys and auto-responder requests for customers' opinions of Workforce and Web Site services. However, similar tools are being explored for use by customer accessing services through Central Texas Workforce Center offices.

To Previous Page       Back To Index Page