1 / 17

Georgia Work Ready Customer Service

Georgia Work Ready Customer Service. Presented by: Robin Folsom Governor’s Office of Workforce Development July 30, 2008. Customer Service Delivery Partners. Governor’s Office of Workforce Development

magar
Download Presentation

Georgia Work Ready Customer Service

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Georgia Work Ready Customer Service Presented by: Robin Folsom Governor’s Office of Workforce Development July 30, 2008

  2. Customer Service Delivery Partners • Governor’s Office of Workforce Development • To communicate Governor Perdue’s vision of a highly qualified workforce and to provide support to communities by equipping team leaders, technical colleges (including Work Ready administrators and profilers) with the resources needed to facilitate development in individual communities and to help Work Ready communities achieve their goals

  3. Governor’s Office of Workforce Development • Debra Lyons, Director – business and government relations • Fred McConnel – communities initiative • Steven Wilson – regions initiative and data • Robin Folsom – public outreach, media, and customer service • Stefanie Reese – customer service • Patt Stonehouse – finances and billing

  4. Customer Service Delivery Partners • Work Ready Team Leaders • To provide a public face for the individual county efforts and to drive progress toward achieving Work Ready certification in the communities

  5. Customer Service Delivery Partners • Technical College Vice Presidents • To establish relationships with business and industry to help foster workforce development and promote the community effort

  6. Customer Service Delivery Partners • Work Ready Profilers • To continue to develop relationships with business and industry, provide job profiling services in the service delivery area, and assist businesses in building connections necessary to recruit a qualified workforce

  7. Customer Service Delivery Partners • Work Ready Administrators • To administer the Work Ready assessment, assist with score reporting when necessary, and distribute the proper follow-up information to individuals who have taken the assessment.

  8. Customer Service Delivery Partners • ACT • To support the Work Ready initiative in Georgia by providing the WorkKeys and WorkTalents assessments, maintaining statewide data, managing online accounts, and printing and mailing certificates

  9. Customer Service Delivery Partners • Georgia Department of Labor Career Centers • To deliver the message of the benefits of earning a Work Ready certificate to unemployed individuals and dislocated workers and to work with local technical colleges to get job seekers assessed

  10. The Life Cycle of a Certificate

  11. Work Ready Customer Service • Tracking customer service inquiries by type • Yet to receive certificate • Scoring discrepancies • Certificate error (spelling, etc.) • Unable to create online account • Lost User ID number or password • Online account does not reflect certificates

  12. Customer Service Results Data 2/08/08 YRC = Yet to Receive Certificate, SD = Scoring Discrepancy, CE = Certificate Error, UCA = Unable to Create Online Account, ID = Missing or Nonfunctional ID Number, CNF = Online Certificate Not Found

  13. Customer Service Results Data 7/18/08 YRC = Yet to Receive Certificate, SD = Scoring Discrepancy, CE = Certificate Error, UCA = Unable to Create Online Account, ID = Missing or Nonfunctional ID Number, CNF = Online Certificate Not Found

  14. Measurable Outcomes • February 08 • 28 total customer service cases • 25 referred to ACT • 0 resolved in 2 days • 6 resolved after 2 days • 19 no response • June 08 • 59 total customer service cases • 52 referred to ACT • 47 resolved in 2 days • 5 resolved after 2 days • 0 no response

  15. Common Questions • “I haven’t received my certificate yet.” • “There’s an error on my certificate.” • “Why doesn’t my certificate have a number?” • “I can’t register my account online.” For certificate problems: help@gaworkready.org For in process testing problems: 1-800-967-5539

  16. www.gaworkready.org

More Related