U.S. DEPARTMENT OF LABOR
Employment and Training Administration
Washington, D. C. 20210
Sept. 10, 1996
|DIRECTIVE||:||TRAINING AND EMPLOYMENT INFORMATION NOTICE NO. 06-96|
|TO||:||ALL STATE JTPA LIAISONS
ALL STATE WORKER ADJUSTMENT LIAISONS
ALL STATE EMPLOYMENT SECURITY ADMINISTRATORS
ALL ONE-STOP CAREER CENTER SYSTEM LEADS
|FROM||:||BARBARA ANN FARMER
for Regional Management
|SUBJECT||:||Employment and Training Administration Customer Satisfaction Report for PY 1995/FY 1996|
Purpose. To distribute the Program Year 1995/Fiscal Year 1996 Employment and Training Administration's Customer Satisfaction Report prepared for the Vice President's National Performance Review (NPR).
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 two years, ETA has established customer service goals relating both to services for program customers and for delivery system partners. A number of initiatives have been undertaken to obtain feedback regarding customer service and program needs including conducting focus group discussions and 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 and Training Administration Regional and National Office services.
In addition, ETA and its partners and stakeholders have focused on continuous quality improvement initiatives and the highlighting and sharing of best practices. Some of these initiatives are spotlighted in this year's customer satisfaction report. ETA applauds these activities and encourages the continuation of these important efforts in local, State and Regional areas.
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 FY 1997/PY 1996 and the structure of the draft strategic plan also continue to 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 has consulted with our State and national program delivery system partners and stakeholders on these plans and goals. If these ambitious goals are to be met, employment and training partners and stakeholders at all levels must commit to their successful achievement.
Action Required. Please distribute the attached report to appropriate officials within the State and to all SDAs/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.
Inquiries. Direct inquiries to the appropriate ETA Regional Administrator or to Pat Carroll on (202) 219-8680 X139.
Attachment. Customer Satisfaction Report, September 1996