In FY 2013-14 the department began to transform, creating a new culture of teamwork, continual improvement, innovation, creativity and performance accountability. Through Root Cause Analysis we identified causes of service failures and repaired them rather than just treating symptoms. Using LEAN we streamlined operations and implanted simplicity into the department by reducing the number of steps in our processes and procedures. We moved rapidly towards paperless systems.
In FY 2014-15 the department embraced technology and created “OneTouch”, a department-wide, results driven customer service and business management system, based on data collection with process and outcome measures. The customer defines what is needed and tells us if we are delivering value in the service we provide. This data and customer feedback enables the development of “evidence-based” policies that better serve.
In FY 2015-16 the department continued to introduce technology that enhanced the performance and accountability of every division. In particular, Workforce Development, Unemployment Insurance and Adult Education moved toward a fully integrated system, the first in the United States. This integrated system will bring efficiency and effectiveness to these programs so they can better serve our customers.
This report illustrates the many improvements and accomplishments the department has achieved through this “new way of doing business”. We are proud of the progress we have made toward delivering customer service uncharacteristic of government.