Governing for Results 13 - Washington State Digital Archives

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Employment Security Department Spokane Automated Referral Card System The Spokane Automated Referral Card System generates referral notices to connect workers with employers job openings. There were a number of problems with the system. The automated system operated from Olympia with one special printer available in Spokane to produce the notices. Outstationed staff did not have access to the printer. The only printer broke down frequently requiring staff to complete the referral notices manually. Customers also had to wait for job referrals when the system was down. Printer repairs were made from Olympia or by local computer network staff. Job orders with large referral numbers created long waits while notices were printed. The notices did not market Employment Security Department (ESD) services well or provide employers a copy of their job order. The team analyzed problems, brainstormed solutions, mapped, and tested. Solutions included multiple, locally controlled printers and a newly designed referral notice that market the agency and provide employers’ copies. Results ★ Saved 225.66 FTE hours per year. ★ Improved customer service – clients do not have to wait – outstations have access. ★ Saved $40 by eliminating phone calls to Olympia for repairs. ★ Potential best practice for ESD as well as other agencies. ★ Ownership for the process at the local level. Team Name: Automated Card Review Team Team Members: Luis Cerna, Donna Drewry, Ed Klaus, Daniel Lambert, Bob Matzinger CONTACT: Luis Cerna, (509) 532-3053 79
Employment Security Department Improved Scheduling Process WorkSource Wenatchee staff had concerns regarding the scheduling of customers for the Job Hunter Workshops. Processes were time intensive for staff, customers found the paperwork intimidating, with both staff and customers dissatisfied with the scheduling system. Frustration levels were high and workshop attendance was low. Customers desiring to attend a workshop had to complete five forms including registration. Staff had to send out appointment letters to schedule and remind people. Partner agencies were also frustrated by having to contact the office by phone to schedule participants for workshops. A process improvement team surveyed customers and staff, brainstormed options, developed a registration form, tested and implemented a new process that eliminates paperwork and mailing costs. A new registration form is used for marketing workshops. Partner agencies use the form to register participants for workshops and fax the information to WorkSource staff saving time for all. Results ★ Workshop attendance increased 135%, from 46 to 108 participants. ★ Scheduling increased 54%, from 156 to 240. ★ Paperwork reduced from five forms to one and added a calendar and schedule of workshops to the single form, increasing customer satisfaction. ★ Saved $1,030 in postage by eliminating the need to mail the schedule. ★ Saved an estimated 416 FTE hours by streamlining the scheduling procedures. Team Name: Improved Scheduling Process Team Team Members: Mary Sanchez, Len Little, Kay Bland, Pam Hoffner CONTACT: Mary Sanchez, (509) 665-3728 80
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SINGLE AGENCY PROJECTS Board of Acc
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Board of Accountancy National Award
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Governing for Results 13 - Washington State Digital Archives

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