U.S. Department of LaborU.S. Department of Labor

Employment and Employment and Training AdministrationTraining Administration

Keith Rowe, ETA – Dallas Region OfficeKeith Rowe, ETA – Dallas Region Office

Eirik Anderson, ETA – Chicago Region OfficeEirik Anderson, ETA – Chicago Region Office

Reporting Reporting Self-Service Participants:Self-Service Participants:

The Road AheadThe Road Ahead!!

2

OutlineOutline

• Collecting Self-Service Participant Data – Why it’s so critical!

• Federal Reporting – What are states reporting (or not)?

• Process/Challenges for Self-Services – What are the key issues?

• WISPR and the Road Ahead – Where do we go from here?

3

Importance of Self-Service DataImportance of Self-Service Data

Self-service options and access are fundamental components to the One-Stop vision of service delivery, speaking directly to many of the principles at the heart of WIA:

• Universal access

• Customer choice

• Service integration

• Accountability for outcomes

4

Importance (cont’d)Importance (cont’d)

About Universal Access…

● Individuals with Disabilities

● Individuals with Limited Computer Skills

● Youth Customers

● Non-Native English Speakers

5

Importance (cont’d)Importance (cont’d)

Accountability – To inform Congress and other stakeholders on how the workforce system is meeting needs of business and job seekers, in this case, through delivery of self-services.

6

What We’re Talking AboutWhat We’re Talking About

Information generated through a number of different self-service delivery options, which are generally:

● Kiosks

● Remote/Internet Access

● One-Stop Career Centers

7

Tracking Customer UsageTracking Customer Usage

• The most common strategy to document the amount of customer traffic in the Resource Room is by either using a sign-in sheet at a reception desk or through a computer registry or through moresophisticated tracking systems such as a swipe card.

• Although documenting customer traffic allows a Center to draw general conclusions about whether current resources adequately meet customer needs, the system may not document the specific services customers self-accessed while in the Resource Room.

8

What States Are Currently ReportingWhat States Are Currently Reporting(or not)(or not)

An analysis of 20 states revealed that:

WIA Adult Participants• 10 states reported no self-services• 2 states reported < 4% of participants received Self Services• 4 states reported greater than 100%

% of PARTICIPANTS RECEIVING SELF-SERVICES

0<=25% 26-50% 51-75% 76-100% >100%

12 1 0 3 4

9

What States Are Currently Reporting What States Are Currently Reporting (or not)(or not)

An analysis of 20 states revealed that:

ES Participants• 1 state reported no self-services• 3 states reported <= .5% self-services• 7 states reported <5% self-services

% of PARTICIPANTS RECEIVING SELF-SERVICES

<25% 26-50% 51-75% 76-100% >100%

11 6 3 0 0

10

What States Are Currently ReportingWhat States Are Currently Reporting(or not)(or not)

Revised 6/30/07 analysis of 20 states revealed that:

WIA Adult Participants• 8 states reported no self-services• 3 states reported greater than 100%

% of PARTICIPANTS RECEIVING SELF-SERVICES

0<=25% 26-50% 51-75% 76-100% >100%

8 4 0 5 3

Microsoft Excel Worksheet

11

Basic ChallengesBasic Challenges

Process and Challenges of Capturing Self-Service Participant Data

12

Challenges of Self-Service SystemsChallenges of Self-Service Systems

• Customers may access several different services in one “sitting” – how are they captured?

• Performance Outcomes resulting from these services may not be captured

• Costs associated with collecting self-service data

• Will collecting the data deter usage?

• What can be said about the accuracy of the data?

• How are the data utilized?

13

Data-Related ChallengesData-Related Challenges

Process/Challenges for Remote or Internet-basedServices:

• Eligibility Determination and Receipt of First Service

• Collecting/Verifying SSNs

– Creating Unique Identifiers

– Process for detecting duplicate user accounts

• Other Required data elements

– DOB, Employment status

14

Privacy Act of 1974Privacy Act of 19745 U.S.C. § 552a (note)

The Privacy Act

Sec. 7(a) (1) It shall be unlawful for any Federal, State or local government agency to deny to any individual any right, benefit, or privilege provided by law because of such individual's refusal to disclose his social security account number.

(b) Any Federal, State or local government agency which requests an individual to disclose his social security account number shall inform that individual whether that disclosure is mandatory or voluntary, by what statutory or other authority such number is solicited, and what uses will be made of it.

15

WISPR and self-service participant dataWISPR and self-service participant data

16

WISPR ProgramsWISPR Programs

Programs that may provide Self-Services / Informational Activities

– Wagner Peyser Program– Jobs for Veterans Programs (includes LVER and DVOP) – WIA Title IB Adult Program– WIA Title IB Dislocated Worker Program– National Emergency Grants

17

Self-Services / Informational Activities Self-Services / Informational Activities

Reported in ETA 9132 Section C1 – Services to All Customers

Row 1 – Self-Services / Informational ActivitiesIncludes anyone who accessed services independently/

informational activities during the report period, even if they received additional staff-assisted services.

Row 1a – Self-Services / Informational Activities onlyIncludes those who accessed services independently/

informational activities only. This is a break out of row one. If any services are received beyond self-services/informational activities the participant is not included on this line.

18

Self-Service and Informational Activities

Those core services accessible to the general public electronically or

through a physical location that are designed to inform and educate

individuals about the labor market and their employment strengths,

weaknesses, and the range of services appropriate to their situation and

that do not require significant staff involvement.

Question? Does this include Workforce Information Services and / or

Job Search Activities?

19

WISRD Data Elements for WISRD Data Elements for Self-Service / Informational ActivitiesSelf-Service / Informational Activities

There are 18 data elements required for all programs. Some of the most critical data elements for performance calculations/reporting are listed below:

– Unique Participant Identifier*– Date of Birth*– Employment Status at Participation*– Date of Participation*– Date of Exit– Other Reasons for Exit– Most Recent Date accessed Self-Services / Informational

Activities

*Assigned or collected at participation

20

WISRD Data Elements for WISRD Data Elements for Self-Service / Informational ActivitiesSelf-Service / Informational Activities

There are 24 additional data elements related to self-services/informational activities

12 record the programs/funding streams providing services

12 are used to document performance outcomes

21

State Examples/Innovations (Utah)State Examples/Innovations (Utah)Comparison of Mediated, Combo

& Web Job Seekers Served Statewide

45.7

0%

45.0

9%

45.7

0%

45.4

4%

45.8

5%

43.8

9%

39.4

5%

39.1

6%

35.9

1%

39.0

8%

32.9

5%

29.9

0%

31.4

9%

33.3

9%

29.4

6%

27.6

2%

28.4

0%

26.2

2%

20.6

9%

20.8

3%

19.6

9%

19.6

5%

19.3

1%

19.8

2%

16.6

0%

31.3

9%

30.2

6%

30.0

0%

32.7

2%

32.5

1%

33.1

6%

34.4

8%

32.5

6%

34.4

6%

34.7

5%

38.8

7%

39.1

8%

39.8

8%

39.1

7%

35.3

0%

37.4

9%

37.5

5%

35.9

3%

31.8

0%

29.3

6%

33.4

2%

37.4

6%

37.7

6%

38.2

7%

31.2

0%

22.9

1%

24.6

4%

24.3

0%

21.8

4%

21.6

4%

22.9

5%

26.0

7%

28.2

8%

29.6

3%

26.1

7%

28.1

9%

30.9

2%

28.6

2%

27.4

4%

35.2

4%

34.8

9%

34.0

4%

37.8

6%

47.5

1%

49.8

1%

46.9

0%

42.8

9%

42.9

2%

41.9

0%

52.2

0%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

45.00%

50.00%

55.00%

Mediated Combo Web

22

2,71

0

2,69

2

2,62

0

3,18

8

2,61

2

2,33

9

2,10

5

1,76

1

2,28

5

2,18

1

2,53

7

2,41

6

2,36

5

2,01

6

1,73

7

1,73

2

1,21

7

1,11

4

906

701

996

934

1,14

9

1,09

8

933

652

723

769

1,00

1

918

901

883

777

1,01

8

1,07

8

1,36

4

1,37

4

1,44

0

1,41

5

1,50

1

1,99

7

1,88

0

1,97

3

1,71

2

1,31

2

1,83

7

1,90

5

2,22

7

2,17

9

2,07

9

0

500

1,000

1,500

2,000

2,500

3,000

3,500

Mediated Employers Served Statewide Web Employers Served

Count of Employers Served StatewideBased on Worksite Zip Codes

State Examples/Innovations (Utah)State Examples/Innovations (Utah)

23

State Examples/Innovations (Utah)State Examples/Innovations (Utah)

19.3

9%

21.1

7%

22.6

9%

23.9

0%

26.0

1%

27.8

1%

29.5

5%

30.6

1%

30.8

2%

33.0

8%

34.9

7%

36.2

5%

37.8

4%

41.2

4%

46.3

6%

53.5

5%

60.7

0%

63.9

1%

65.3

9%

65.1

8%

64.8

4%

67.1

0%

65.9

7%

66.4

9%

69.0

2%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

% of Emps Statewide Using Web State WEB Trend

Percent of Employers StatewideWho Manage Their Job Orders on the WEB