1. Responding to Data Needs Understanding Data Users -- Customer-Oriented LMI Products Thursday, June 7, 2012 ….. 2:00 – 2:30 pm

2. Understanding Data Users What is the WIC Customer Consultation Study Group Report on LMI Customers & Their Needs LMI Meeting Customer Needs – Examples of Projects/Products Outcomes Measurement Project Volume III Next Steps WIC Web Resources (Customer Satisfaction Made Easy, 2003 Document)

3. Workforce Information Council Introduced in 1999 after being created out of Section 309 of Workforce Investment Act First meeting held February 10-12, 1999 The Workforce Investment Act established this unique structure for Federal-State cooperation in planning and overseeing the workforce information system. The Secretary of Labor, through the Bureau of Labor Statistics, acts with other Federal agencies and State employment statistics agency representatives elected by their peers. The Workforce Information Council currently includes representatives from the Bureau of Labor Statistics and participants from the Employment and Training Administration, and 10 state representatives. State members elected to represent 10 regions across the country

4. Workforce Information Council/WIC Works together to plan, guide and oversee the nationwide information system Federal Co-chair: Thomas Nardone, BLS State Co-chair: Steve Saxton, CA State members (10) elected by their peers and federal members (10) selected by the Department of Labor Bureau of Labor Statistics and Employment & Training Administration

5. WIC Operation BLS Members ETA Participants State Representatives from 10 Regions Policy Councils for BLS 4 programs Study Groups – Technology – Customer Consultation

6. Customer Consultation Study Group Charter The Customer Consultation Study Group will assist the Workforce Information Council and state workforce information departments in developing and implementing methods for retrieving feedback from customers regarding the relevance, adequacy, and usability of available labor market information and the methods of delivering that information. This effort will support the States and the Council in their efforts to consult with users, as required under Section 309 of the Workforce Information Act, in a manner that can be consistently applied across the states. The Study Group will provide input and advice to states for collecting information on the degree to which existing labor market information is meeting or not meeting customer needs.

7. Customer Consultation Study Group Members Andrew Condon – Connecticut Department of Labor Gary Crossley – Workforce Information Council Anthony Dais – Employment and Training Administration Keith Ewald – Ohio Department of Job and Family Services Marlon Fletcher – California Employment Development Department Missy Grimmett – Louisiana Workforce Commission Warren May – Florida Department of Economic Opportunity Sue Mukherjee – Pennsylvania Department of Labor and Industry Rebecca Rust – Florida Department of Economic Opportunity Steve Saxton – California Employment Development Department Carolyn Trip – Washington Employment Security Division Frank Waligorski –Bureau of Labor Statistics Greg Weeks – Washington Employment Security Department Don Wehbey – National Association of State Workforce Agencies

8. LMI Training Institute Project Team Ken Poole, kpoole@crec.net Ron Kelly, rkelly@crec.net Lauren Gilchrist, lgilchrist@crec.net Andrew Reamer, areamer@gwu.edu

9. State LMI Customers Jobseekers and Students Businesses Education & Training Instructors and Counselors Labor Market Actors & Advisers Workforce Development Economic Development Education Researchers Federal, State, & Local Governments Internal Customers Policymakers & Planners Media Commercial Data Providers Value-added Disseminators

10. What States Produce Career Products Products that help jobseekers find jobs, determine skill or education requirements, find training opportunities, or match jobseekers to jobs Economy Products Data, analysis, or studies about some focused aspect of the economy Labor Market Products Data, analysis, or studies of broad labor market trends or outcomes

11. Delivery Mechanisms GIS/Data Mapping Grant Proposal Input Grant Review Interactive Web Tools LMI Advisory/ Interpretation Consulting Newsletters/Updates Presentations Press Releases Special Data Runs Special Topic Studies/ Surveys User Training (including e-learning) Web Services

12. Current Feedback Mechanisms Lack of intentional, systematic methodology – Ad hoc Resource constraints affect feedback collection, including state technology policies Many states build strong relationships with key customer groups to overcome these challenges Where customer databases exist, they are not fully tapped as a decision making resource

13. Factors Affecting Agency Customer Orientation Agency structure—Where does LMI fall within the state bureaucracy? State policy orientation—How does LMI fit into the current agenda of state elected officials? Leadership—What are the priorities of the state’s LMI Director? Supplemental state funding for LMI products and services—At what level (if at all) does state government or external funding sources contribute to the LMI budget? Staff resources—What can an LMI agency accomplish given existing staff resources?

14. Mapped Customer & Product Typology

15. Recommendations: System 1.Prepare a policy statement that explicitly supports the role that state LMI agencies must play in enhancing their customer consultation efforts. 2.Develop and maintain a website cataloguing state product offerings. 3.Monitor and provide feedback on state customer consultation efforts and engage states in determining their progress in implementing the “Recommendations to State LMI Agencies” in this report. 4.Maintain a research agenda that helps states implement new products and services. 5.Develop a state peer‐to‐peer communication strategy. 6.Encourage a consortium approach for implementation. 7.Encourage ETA to include the activities outlined in “Recommendations to State LMI Agencies” as requirements or deliverables for Program Year 2012 Workforce Information Grants to states.

16. Recommendations: States 1.Map the relationship between LMI customers and LMI products. 2.Refocus product offerings to reflect these customer priorities. 3.Collect data on customer satisfaction that focuses on how well products offered meet targeted customer needs. 4.Investigate alternative outreach mechanisms mapped to clearly identified modes of information gathering by customer type.

17. Other Customer Activities Meeting Customer Needs – Collection of over 85 LMI projects/products from 21 states Helping States Self Assess their LMI products to customer needs Continued Production of LMI Level of Demand – Each Year Summarizes State LMI products for the prior calendar year Study Group Projects for Current Year – Customer Satisfaction Measurement of Web Delivery Best Practices – Using Technology to Meet Customer Needs Ongoing Efforts by Study Groups to Serve Customers Better

18. WIC Web Site www.workforceinfocouncil.org About the Council, Background Reading Room, Special Reports WIC Meetings and Meeting Notes Policy Councils, Members & Meeting Notes List of LMI Directors and LMI Calendar Workgroups, Green Jobs, Technology, etc. Links to Other Information and Web Sites

19. Special Projects Customer Consultation Study Group, research on LMI customers and customer best practices Technology Study Group, LMI Technology Forum and work with Analyst Resource Committee to improve data delivery Reports on state LMI products – Making a Difference (2008), Matters (2010), and new one Meeting Customer Needs (2012) Green Jobs Dialog to discuss State Research on surveys (meeting held in July with final report in October of 2009) Various work groups over the years – Secretary’s Plan, Funding Allocation, Conference Planning, etc. LMI Level of Demand Annual Report showing Nationwide LMI Delivery

20. Workforce Information Council Phone (843) 425-4121 Gary Crossley wicedtoyou@yahoo.com www.workforceinfocouncil.org Questions?