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Progress Report on Strategic Plan for Central Support - October 2007

This report highlights the improvements made in central support services at CSEA, addressing issues such as unresponsiveness, backlogs, outdated website, neglected building, and lack of vision. The report also outlines the trust and collaboration achieved among the Board of Directors, leading to the development of a clear strategic plan. The plan focuses on improving customer service, increasing service utilization, and expanding services. Investments have been made in infrastructure, IT, and staff training to achieve these goals.

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Progress Report on Strategic Plan for Central Support - October 2007

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  1. Making Progress Report to Board of Directors On the Strategic Plan for Central Support

  2. October 2007 • CSEA Central Support was considered unresponsive • Accounting was suffering major backlogs • Membership Data Base was not keeping pace with affiliate needs • CSEA Website was cumbersome, irrelevant and dated • The Building was in disrepair, neglected and did not reflect well on CSEA

  3. October 2007 • The morale and effectiveness of staff had been weakened by politics • There was no vision or plan for the future of CSEA after affiliate incorporation • The print shop was becoming more and more uncompetitive because of obsolete equipment • Central Support service problems were more often viewed as personnel and personal issues rather than process issues • There was a lack of understanding between affiliates and among the CSEA Board of Directors

  4. Nov 2007 Trust and Collaboration • Board of Directors met in a series of off-site meetings • As the BOD learned to trust each other and openly shared concerns, it allowed CSEA to move forward and focus on improving its service capabilities and evolving governance structure • Consensus was reached on a vision which gave the staff Executive Team clear direction to develop a Strategic Plan for Central Support

  5. The Strategic Plan • The CSEA Board and Executive Team developed a road map for prioritizing the implementation of changes to the organization. • Goal 1 – Improve Customer Service • Goal 2 – Increase Use of Services • Goal 3 – Expand Service Beyond Current Four Affiliates

  6. Emails on Expense Claims Weekly Communications Calls Collaborative Unity Publications Development of Customer Service Concept Internal Analysis – Department by Department Intensive review of IT Infrastructure and Business Practices Customer Service Survey Building Improvements Initial Steps

  7. Accounting staff increased CapWiz program installed on website Website updated Member Benefits doubled profits Established IT Department E-Commerce Plan for Member Benefits/Print Shop Investment in staff training $1 million investment in Print Shop Investment in Accounting Platform ~$450,000 Investment in Membership/IT Upgrade ~$200,000 Development of customer service goals and feedback mechanisms Bigger Steps

  8. Strategic Planning Session

  9. 3rd Floor Directory

  10. New Lobby/Directory

  11. 4th Floor Restrooms ADA Compliant

  12. Heidelberg Printing Press

  13. We’ve Taken the First Steps Toward Designing the Future of CSEA

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