Responding to Data NeedsUnderstanding Data Users -- Customer-Oriented LMI Products Thursday, June 7, 2012 ….. 2:00 – 2:30 pm
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)
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
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
WIC Operation• BLS Members• ETA Participants• State Representatives from 10 Regions• Policy Councils for BLS 4 programs• Study Groups – Technology – Customer Consultation
Customer Consultation Study Group CharterThe Customer Consultation Study Group will assist the Workforce Information Council andstate workforce information departments in developing and implementing methods forretrieving feedback from customers regarding the relevance, adequacy, and usability ofavailable labor market information and the methods of delivering that information. Thiseffort will support the States and the Council in their efforts to consult with users, asrequired under Section 309 of the Workforce Information Act, in a manner that can beconsistently applied across the states. The Study Group will provide input and advice tostates for collecting information on the degree to which existing labor market informationis meeting or not meeting customer needs.
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
LMI Training Institute Project Team• Ken Poole, email@example.com• Ron Kelly, firstname.lastname@example.org• Lauren Gilchrist, email@example.com• Andrew Reamer, firstname.lastname@example.org
State LMI CustomersLabor Market • Jobseekers and Students Actors & • Businesses • Education & Training Instructors and Counselors Advisers • Workforce DevelopmentPolicymakers & • Economic Development • Education • Researchers Planners • Federal, State, & Local Governments • Internal CustomersValue-added • Media • Commercial Data ProvidersDisseminators
What States Produce Labor Market Career Products Economy Products Products• Products that • Data, analysis, or • Data, analysis, or help jobseekers studies about studies of broad find jobs, some focused labor market determine skill or aspect of the trends or education economy outcomes requirements, find training opportunities, or match jobseekers to jobs
Delivery Mechanisms• GIS/Data Mapping • Presentations• Grant Proposal Input • Press Releases• Grant Review • Special Data Runs• Interactive Web Tools • Special Topic Studies/• LMI Advisory/ Surveys Interpretation • User Training (including Consulting e-learning)• Newsletters/Updates • Web Services
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
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?
Customers / Actions Influenced by LMI Value Added Labor Market Actors Policymakers / Planners Disseminators Disseminate Data to Casual Users and the General Public Package Data to Improve Access and Understanding Mapped Understand the Capabilities of Jobseekers Understand the Capabilities of Jobseekers Understand the Capabilities of Jobseekers Government Agencies (Federal, State, Local) Understand the Capabilities of Jobseekers Identify Educational/Training Resources Identify Educational/Training Resources Identify Educational/Training Resources Understand Who Is Available for Jobs Understand Who Is Available for Jobs Understand Who Is Available for Jobs Understand Who Is Available for Jobs Match Students to Job Opportunities Match Workers to Job Opportunities Customer & Acquire Expertise in Analyzing Data Identify Education/Training Need Understand Economic Trends Understand Economic Trends Understand Economic Trends Understand Economic Trends Understand Economic Trends Determine Skill Requirements Report on Economic Trends Schedule Training Offerings Develop Job Opportunities Product Typology Education/Training Providers Determine Program Scale Commercial Data Providers Workforce Development Economic Development Make Career Choice Offer Career Advice Select Site Location Design Curriculum Jobseekers/Students Recruit Workers Set Wage Scale Change Job Seek Job Researchers Businesses Education Media Career X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Career Guide X X X X Industry and Occupation Profiles X X X X X X X X X X Job Matching System/Job Sources X X X X X X X Job/Occupation Outlook X X X X X X X X X X Jobseeker LMI Training X X Key Occupation Requirements X X Projections (by Occupation, Skill, Geography, etc.) X X X X X X Real-time Data (Job Postings) X X Resource Guides X X Target/In-Demand Occupations X X X X X X X X X X X X Teachers Guides/Career Guides X X Training Inventory X X X Training Provider Certification X X X X X X Transferrable Skill/Competency Model Studies X X X X X X X X Economy X X X X X X X X X X X X X X X X Community/Regional Economic Profiles X X X X X X X XProducts Consumer Price Index X X Economic Analysis X X X X X X X X X X Economic Impact Analysis X X X X X X X X Industry Analysis X X Industry and Occupation Profiles X X X X X X X X X X Industry/Cluster Studies X X X X X X X X X X Projections (by Occupation, Skill, Geography, etc.) X X X X X X Region/County/Community Profiles X X Labor Market X X X X X X X X X X X X X X X X X X X X X X X X X X X Job Vacancy Surveys X X Labor Demographics X X X X X X Labor Market/Commuting Studies X X X X X X X X Labor Supply and Demographic Studies X X X X X X X X Legislative Analysis/Data Support X X Potential Applicant Pool Analysis X X X X X X X X Projections (by Occupation, Skill, Geography, etc.) X X X X X X Real-time Data (Statistics) X X X X X X X X X X Unemployment Insurance Claimants Report X X X X X X X X X X Wage and Benefit Studies X X X X X X X X X X X X X Wage Data X X X X X X
Recommendations: System1. 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.
Recommendations: States1. 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.
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
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
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
Questions?Workforce Information Council Phone (843) 425-4121 Gary Crossley email@example.com