Promising Practice #7
Responding to the Demographics of a Community
Overview
Several of the Workforce Investment Boards (WIBs) in this section developed creative ways to respond to changing demographics in their community and to ensure that programs and services kept pace with changing customer needs. Another WIB responded to more fixed economic and geographic challenges. These practices represent important forms of innovation and demonstrate how even small changes can open the way for greater change.
Case Studies:
WIA Law/Regulations
The collection of customer satisfaction information for both participants and employers is required under the Workforce Investment Act (WIA) in Sec. 136. The WIA interim final rule requires that each state collect at least 500 participant and 500 employer survey responses annually. Each local WIB is also required to attain a target customer satisfaction level negotiated with their state. Most states use the American Customer Satisfaction Index (ACSI) for their customer satisfaction surveys. States may enter into contracts with vendors to provide the actual sampling and interviewing services.
Federal requirements call for the use of three core customer satisfaction questions for use with individual participants. WIBs have the option of asking additional questions. There is no requirement that the customer satisfaction data be disaggregated by demographic group.
"Characteristics of customers and local economies matter."
-Kris Stadelman
Chief Executive Officer
Seattle / King County
Workforce Development Council