Responding to Data Needs

Understanding 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 GroupCharter

The Customer Consultation Study Group will assist the Workforce Information Council and state workforce information departments in developing and implementing methods for retrieving feedback from customers regarding the relevance, adequacy, and usability of available labor market information and the methods of delivering that information. This effort will support the States and the Council in their efforts to consult with users, as required under Section 309 of the Workforce Information Act, in a manner that can be consistently applied across the states. The Study Group will provide input and advice to states for collecting information on the degree to which existing labor market information is meeting or not meeting customer needs.

Customer Consultation Study GroupMembers

Andrew Condon – Connecticut Department of LaborGary Crossley – Workforce Information Council

Anthony Dais – Employment and Training AdministrationKeith Ewald – Ohio Department of Job and Family Services

Marlon Fletcher – California Employment Development DepartmentMissy Grimmett – Louisiana Workforce Commission

Warren May – Florida Department of Economic OpportunitySue Mukherjee – Pennsylvania Department of Labor and Industry

Rebecca Rust – Florida Department of Economic OpportunitySteve Saxton – California Employment Development Department

Carolyn Trip – Washington Employment Security DivisionFrank Waligorski –Bureau of Labor Statistics

Greg Weeks – Washington Employment Security DepartmentDon Wehbey – National Association of State Workforce Agencies

LMI Training Institute Project Team

• Ken Poole, kpoole@crec.net• Ron Kelly, rkelly@crec.net• Lauren Gilchrist, lgilchrist@crec.net

• Andrew Reamer, areamer@gwu.edu

State LMI Customers

•Jobseekers and Students

•Businesses•Education

& Training Instructors and Counselors

Labor Market Actors & Advisers

•Workforce Development

•Economic Development

•Education•Researcher

s•Federal,

State, & Local Governments

•Internal Customers

Policymakers & Planners

•Media•Commerci

al Data Providers

Value-added Disseminators

What States Produce

Career Products

• Products that help jobseekers find jobs, determine skill or education requirements, find training opportunities, or match jobseekers to jobs

Economy Products

• Data, analysis, or studies about some focused aspect of the economy

Labor Market Products

• Data, analysis, or studies of broad labor market trends or outcomes

Delivery Mechanisms• GIS/Data Mapping• Grant Proposal Input• Grant Review• Interactive Web Tools• LMI Advisory/

Interpretation Consulting

• Newsletters/Updates

• Presentations• Press Releases• Special Data Runs• Special Topic Studies/

Surveys• User Training (including

e-learning)• 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?

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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 XCareer Guide X X X XIndustry and Occupation Profiles X X X X X X X X X XJob Matching System/Job Sources X X X X X X XJob/Occupation Outlook X X X X X X X X X XJobseeker LMI Training X XKey Occupation Requirements X XProjections (by Occupation, Skill, Geography, etc.) X X X X X XReal-time Data (Job Postings) X XResource Guides X XTarget/In-Demand Occupations X X X X X X X X X X X XTeachers' Guides/Career Guides X XTraining Inventory X X XTraining Provider Certification X X X X X XTransferrable 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 XCommunity/Regional Economic Profiles X X X X X X X XConsumer Price Index X XEconomic Analysis X X X X X X X X X XEconomic Impact Analysis X X X X X X X XIndustry Analysis X XIndustry and Occupation Profiles X X X X X X X X X XIndustry/Cluster Studies X X X X X X X X X XProjections (by Occupation, Skill, Geography, etc.) X X X X X XRegion/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 XJob Vacancy Surveys X XLabor Demographics X X X X X XLabor Market/Commuting Studies X X X X X X X XLabor Supply and Demographic Studies X X X X X X X XLegislative Analysis/Data Support X XPotential Applicant Pool Analysis X X X X X X X XProjections (by Occupation, Skill, Geography, etc.) X X X X X XReal-time Data (Statistics) X X X X X X X X X XUnemployment Insurance Claimants Report X X X X X X X X X XWage and Benefit Studies X X X X X X X X X X X X XWage Data X X X X X X

Customers / Actions Influenced by LMI

Labor Market Actors Policymakers / PlannersValue Added

Disseminators

Pro

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Mapped Customer &

Product Typology

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: States

1. 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

Workforce Information Council

Phone (843) 425-4121

Gary Crossleywicedtoyou@yahoo.com

www.workforceinfocouncil.org

Questions?