Data-Driven Workforce Solutions And E&ES

You’ve noticed something important happening in how we do business – using technology in better ways to support service delivery operations across all our programs.

From advances in how we maintain our technology, troubleshoot problems, and improve our efficiency internally, to discovering what measures and metrics really make a difference in the lives of those we serve and shows our funders and financial supporters how valuable your work is to transform our communities, we have made great strides in the past few months and we see improvements in so many important facets of our work.

We need to be a data-driven organization throughout – from the administrative office to our in-person customer service in ways that better understand our customers and how we can develop personally and professionally ourselves.

When we review and analyze the data we enter and collect in program reports, databases, and through our website, we learn important things about what is needed, what is working for our customers, and how to continually improve the quality of service in ways that demonstrate the value of our work to funders and business partners.

Here are a few of the things we see every day – some of them are new and some are very familiar to us:
Ops Dashboard – providing real-time data of how we’re serving our customers, and enabling leaders to make effective decisions
Outreach File – consolidates all our marketing channels into one tool, allocating and sorting of new contacts to the appropriate program
IDES Support – access to regional and local dislocated workers eager to find job placements increasing enrollments
Customer Reports – utilizing new data to enable all our programs and leaders to focus on truly
active customers and clients

And we have some exciting and promising technology on the horizon to support ongoing programs and services, added tools to assist our customers and clients, and we’re utilizing our website to build new opportunities to grow our influence in the Chicagoland area.

We’ve embraced the learning curve it takes to improve how we serve our customers and clients with timely responsiveness and quality service delivery while learning better ways of doing our work. This means you’ve adapted and improved using the tools and best practices added, and I’m grateful for your eagerness to take advantage of our advances in technology and utilizing the data available to our work.

So let me encourage you to think differently about how we use our technology and our commitment to being data-driven in providing quality service delivery.

Take the initiative to tackle day-to-day problems and obstacles instead of handing-off concerns that end up frustrating our customers. And use your access to new data to rethink how to effectively serve those eager to benefit from available programs and services.

Onward and Upward!

Key Service Objectives

1st Objective – Customer-Centered – Assisting & Supporting our Customers (job
seekers, families, businesses, and partners) with guidance, assistance, and support to be successful and reach their goals

2nd Objective – Responsive, Timely, and with a “Cause-it-to Happen” approach to Service Delivery

3rd Objective – Superior Program Performance with contractual, and administrative compliance, but nothing greater at the expense of superior customer service delivery and performance

4th Objective – Maximize all budget resources, including Support Services and Work-Based Learning resources for the betterment of our customers

5th Objective – Timely and Respectful Communications with our customers, partners, and each other.

6th Objective – We are Always Evolving & Enhancing to meet the needs of our
customers; we must capitalize on the strengths each of us brings to do our best work