U.S. DEPARTMENT OF LABOR
Employment and Training Administration
Washington, D. C. 20210

CLASSIFICATION

JPTA

CORRESPONDENCE SYMBOL

TP

ISSUE DATE

July 26, 1995

RESCISSIONS

None

EXPIRATION DATE

Continuing

DIRECTIVE : TRAINING AND EMPLOYMENT INFORMATION NOTICE NO. 6-95
 
TO : ALL STATE JTPA LIAISONS
ALL STATE WORKER ADJUSTMENT LIAISONS
ALL STATE EMPLOYMENT SECURITY ADMINISTRATORS
 
FROM : BARBARA ANN FARMER
Administrator
for Regional Management
 
SUBJECT : Employment and Training Administration Customer Satisfaction Report for PY1994/FY1995

  1. Purpose. To distribute the Program Year (PY) 1994/Fiscal Year (FY) 1995 Employment and Training Administration's Customer Satisfaction Report prepared for the Vice President's National Performance Review (NPR).

  2. Background. The Employment and Training Administration has been very actively involved in improving customer service and satisfaction, in response to Departmental and ETA executive leadership as well as the President's Executive Order No. 12862. During the past year, ETA established customer service goals relating both to services for program customers and for delivery system partners. In addition, a number of other actions were undertaken to obtain feedback regarding customer service and program needs, including hosting dialogue sessions, running focus group discussions, conducting base-line customer satisfaction surveys, and evaluating internal operations to assess the levels of satisfaction that delivery system partners and customers hold for the Employment Service, Unemployment Insurance Service, Job Training Partnership Act Title II, III and IV programs and national and regional administration of these programs.

    The numerous ETA activities undertaken to improve customer service and program performance are discussed in the attached report, "The Employment and Training Customer Satisfaction Report." This report also discusses achievements compared against commitments made in the September 1994 customer service plan, "Partnering for Customer Service."

    This report is not all-inclusive of the customer service and continuous improvement activities taking place throughout the training and employment community. A number of Regional and local customer satisfaction initiatives are either in planning

    stages or are currently underway and will be included in subsequent reports. In other cases, the efforts are significantly broader than the customer satisfaction report requirements of the NPR. In some instances, such as the Simply Better initiative, newsletters and customer feedback quotations were submitted to the NPR in July. ETA applauds these

    activities and encourages the continuation of these important efforts in local, State and Regional areas.

  3. Next Steps for Continuous Improvement. Customer service including customer satisfaction continues to be an important goal for the Employment and Training Administration and its delivery system partners. In keeping with this, ETA's performance goals for FY1996/PY1995 include program performance and system building goals related to ETA's mission as well as customer service goals geared to encouraging service delivery partners and ETA staff to institutionalize and continuously improve customer service in all programs and delivery systems. ETA is currently in the process of discussing these FY1996/PY1995 goals with our State and national program delivery system partners and stakeholders. If these ambitious goals are to be met, employment and training partners and stakeholders at all levels must commit to their successful achievement.

    ETA will continue to improve customer service to its partners, particularly those areas that were rated less than "very valuable" on responses to the program-specific customer satisfaction surveys conducted by the Regional Offices. The FY1996/PY1995 goals specifically include improving both the satisfaction of its delivery system partners with ETA, and improving the satisfaction of customers with the delivery system partners.

  4. Action Required. Please distribute the attached report to appropriate officials, SDAs and SSAs in your State. In addition, please continue to take every opportunity to work closely with your Regional Administrator to jointly improve the services to and satisfaction of our customers.

  5. Inquiries. Direct inquiries to the appropriate ETA Regional Administrator or to Pat Carroll on (202) 219-8680 X139.

  6. Attachment. Customer Satisfaction Report, September 1995

 

NOTE: Attachments not available to DMS