1

Integrated Service Delivery California Workforce System –

State/Local Partnership

DEFINING and PLANNING the FUTURE WORKFORCE SYSTEM

2

Change Imperatives

Respond to Demand and Workforce Crisis

Cope with Limited Resources

Reinvent Services and Delivery

Redefine and Improve Results

3

Workforce System Trends1. Redefining Mission2. Responding to Demand3. Creating a Workforce System

4. Shifting to a Skill-Based System

5. Increasing Impact, Reducing Costs6. Serving More Customers7. Changing Service Delivery Paradigms8. Integrating Service Delivery9. Developing and Certifying Skills10. Redefining Accountability

4

Ten Operational Trends1. Serve More Participants2. Increase Number in Training3. Simplify Processes4. Implement “Paperless” Files5. Reinvent with Common Measures6. Integrate W-PA and WIA7. Shift from Just “Work First”8. Increase Initial Assessment9. Develop Skills at Intensive10. Redefine “Case Management”

5

Integrated ServicesWhat is Service Integration? “One”!

Unified Purposes, Goals, and Policies Unified Metrics (Beyond “Common”) Customers, not Program Participants Programs Invisible to Customers Silo Programs Managed Back-of-House

6

Service Integration ProgressionTotal Service Integration

Integrated Staffing and Resources

Integrated Customer Flow

Integrated Customer Pool

Shared Customers

Shared Activities

Co-Located Referrals

Co-Located Programs

Non-Co-Located Referrals

7

Service Integration Goals: Demand-Driven

Responsiveness Better Customer Service,

Services Increased Number of

Customers Expansion of Services Improved Service Access

Improved Performance Simplicity of Design Reduced Program

Requirements Efficient Use of Limited

Resources Equalization of Work

Across Staff