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Working Team Summary: Mapping Customer Flows

This summary provides an overview of the mapping event conducted by the working team to assess the current state of customer flows and identify areas of improvement. It also highlights the team's reflections, observations, and next steps towards creating a future state.

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Working Team Summary: Mapping Customer Flows

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  1. Working Team Summary: Mapping Customer Flows July 16, 2019, 10:00 am -3:00 Pm

  2. Agenda: • Our Charter and Objectives • What we have accomplished • Team Report Outs: Improvements Since Mapping Event • Reflections and Observations • Creating the Future State • Next Steps

  3. Why are we here? • Map the current customer flow both within and among the various Workforce Innovation and Opportunity Act (WIOA) partner workforce programs. Assess the most common customer flow scenarios to get an understanding of the current state and then identify potential gaps/opportunities, duplications including both in-person and internet based.

  4. Project Plan

  5. Current State Maps/Updates or Improvements since Mapping

  6. Updates or Improvements since Mapping?

  7. Current State Reflections: A Must!! • What do you see? • What does the process do well? • Where are the wastes? • What problems are pointed out?

  8. Observations from the Team • Lack Coordinated automation • Individual experience based on who they meet with first • Thinking is important to imbed in our agencies • People realized how complicated/inefficient their processes are • Are people falling through the cracks due to manual processes? • Can things be more self directed? • Waiting lists, How to keep them active. • DE VOCAL – Referral Portal, 10 questions, backend Connect. • Are we too focused on Quantity? Do we need more focus on Quality? • OTHERS????

  9. …What’s the End Goal?… Working Toward IDEAL • Identify exactly what the customer needs, defect free • One-by-one, customized • On demand, exactly as requested • No waste in the process • Immediate response to problems or changes

  10. In thinking about the Future State…… • How can we provide a system in which the client provides information one time only? • How can we standardize the referral process to improve the quality of referrals so that everyone does referrals the same way? • How can we collect information about referrals to see how effective we are and incorporate learning into our process? • How can we more effectively and efficiently deliver appropriate services to the client? • How can we more effectively communicate and interface with the client?

  11. Future State Questions/Steps: • Step 1: What Does the CustomerReally Need? • Step 2: How Can We Make the Work Flow? • Step 3: How Can We Improve Work, Quality and Reliability? • Step 4: What Process Improvements are Necessary?

  12. Step 1: What Does the Customer Really Need? • Enter the System at any point • Receive “one assessment of need”, with outcomes prioritized • Receive services that are appropriate and timely to meet their needs • Easy and equitable access to services • Easy to communicate • Only provide essential information once. (What is essential information.) • Bring documentation that is necessary at the point of entry • They do not want information overload!

  13. Step 2: How Can We Make the Work Flow? • What Steps Create Value and Which are Waste? • Challenge every step – ask the following: • Can steps be combined? • What can be done differently or not at all? • Does the sequence/order of steps make sense? • Are existing controls and administrative guidelines appropriate? • What assumptions underlie the current process? • What knowledge and skills are truly required to perform the step(s)?

  14. Step 3: How Can We Improve Work, Quality and Reliability? • How can you design a process step so that you deliver 100% C and A to downstream process 100% of time? • How can you spot problems immediately? • Standard Work • Quality Built in at Source • Visual Management • How can existing “tribal knowledge” be brought out in the open for everyone’s use and understanding?

  15. How can we make the work flow and how can we improve work quality and reliability? • Shared system for information and documents • MOU on information sharing • Idaho, Mississippi, Michigan – States that are currently doing this • Standard Work/Consistent way to make referrals • Short Term – Resource List and Training • VOCAL • AI – Smart referral system • Partner program sharing • Gather Data on referral effectiveness • Is there documentation that we can eliminate? • How do we get people to bring documentation for services? • Re-organize – One stop model – grow and improve • more resources • virtual? • What data/information do we need to understand where we need resources? • Standardized intake process

  16. Step 4: What Process Improvements are Necessary? • Identify all process improvements that will be necessary to implement the future state Eliminate Reviews Standard Work Change Authority Levels New Technology

  17. Future State Map • Review the Current State Map (s) • Create a Future State Map

  18. Next Steps • Pull together Working Team to Develop Draft of Future State Vision • Other……

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