Governing for Results 13 - Washington State Digital Archives

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
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