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Workforce Effectiveness Data Analysis and Evaluation Section Jorge Viramontes

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The Workforce Effectiveness Unit initiated the Service Center Customer Satisfaction Survey Process back in October 2012. Our monthly report provides a summary of data collected from October 2012 to the 15 th of the current month. This report presents the indices for customer overall satisfaction and other services offered by the workforce centers. In order to obtain additional conclusions that can be used to improve the quality of the services provided by the workforce centers, we have included cross categories, e.g. customers demographic data ad versus overall satisfaction. Finally, in order to address all the survey concerns, a QIT monthly working meeting with all supervisor centers will be held every month. Our paper survey incudes a specific section that addresses different aspects of the services received by the customer: You were treated in a friendly and professional manner. Staff understood your needs and was knowledgeable in the subject matter. The services you received were delivered timely. The Workforce Center had the tools and resources you needed. The facilities were clean and accessible. You have a clear understanding of the services and resources available to you through the Workforce Center You would recommend the Workforce Center to others. 2 DAES

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Based on the monthly traffic per workforce center, a sample size was calculated for a 95% confidence level, 5% confidence interval, and a maximum variability of 50%. These surveys are distributed through the different centers, namely, Norman Haley, Lomaland, Dyer, and North Loop, abbreviated NH, LL, DY, and NL respectively. Soon LL center will be replaced with Doniphan center, abbreviated DP. The supervisor or manager of the center is the main contact and responsible for the distribution of surveys sample through the entire month. I have asked these individuals to divide this sample by 4 so it is distributed evenly during the month. One month is the base period chosen by me, the surveys are picked up every Friday and captured during the weekend or the following Monday. It is a myth that the survey should be offered to each customer, this is not entirely correct. The only requirement is to exhaust the sample that was calculated for one week, in exactly one week. There are in fact surveys available in Spanish in case a customer prefers the survey in this language instead. 3 DAES

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To obtain the customer satisfaction indices per service, I did the following approximation: I selected each survey, then identified the service provided and the corresponding overall satisfaction rate (correlation between services ad versus overall satisfaction). I counted these surveys, then obtained a percentage shown in the monthly report. Remember that this is only an approximation, due to the fact that the customer does not directly rate the satisfaction of the service provided by the Workforce center. Two different ways are used to present the information when the categories are selected in the same chart: Non-cluster, which means that the sum of all percentages is 100%. Cluster, which means that the sum of all percentages is 100% in each cluster and not through all categories. The satisfaction levels or attributes are the following: strongly agree, agree, neutral, disagree, and strongly disagree, abbreviated sa, ag, ne, da, and sd, respectively. To calculate the mean and standard deviation for the overall satisfaction, I defined a scale of values for each attribute, this scale is the following: sa=5, ag=4, ne=3, da=2, sd=1, and not_answer=0. 4 DAES

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9 URGWDB - NH CENTER % OF CUSTOMERS BY ZIP CODE SURVEY

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10 DAES URGWDB - LL CENTER % OF CUSTOMERS BY ZIP CODE SURVEY

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11 DAES URGWDB - DY CENTER % OF CUSTOMERS BY ZIP CODE SURVEY

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12 DAES URGWDB - NL CENTER % OF CUSTOMERS PER ZIP CODE SURVEY

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