1 Integrated Service Delivery California Workforce System – State/Local Partnership DEFINING and PLANNING the FUTURE WORKFORCE SYSTEM

2 Change Imperatives  Respond to Demand and Workforce Crisis  Cope with Limited Resources  Reinvent Services and Delivery  Redefine and Improve Results

3 Workforce System Trends 1. Redefining Mission 2. Responding to Demand 3. Creating a Workforce System 4. Shifting to a Skill-Based System 5. Increasing Impact, Reducing Costs 6. Serving More Customers 7. Changing Service Delivery Paradigms 8. Integrating Service Delivery 9. Developing and Certifying Skills 10. Redefining Accountability

4 Ten Operational Trends 1. Serve More Participants 2. Increase Number in Training 3. Simplify Processes 4. Implement “Paperless” Files 5. Reinvent with Common Measures 6. Integrate W-PA and WIA 7. Shift from Just “Work First” 8. Increase Initial Assessment 9. Develop Skills at Intensive 10. Redefine “Case Management”

5 Integrated Services What is Service Integration? “One”!  Unified Purposes, Goals, and Policies  Unified Metrics (Beyond “Common”)  Customers, not Program Participants  Programs Invisible to Customers  Silo Programs Managed Back-of-House

6 Service Integration Progression Total Service Integration Integrated Staffing and Resources Integrated Customer Flow Integrated Customer Pool Shared Customers Shared Activities Co-Located Referrals Co-Located Programs Non-Co-Located Referrals

7 Service Integration Goals:  Demand-Driven Responsiveness  Better Customer Service, Services  Increased Number of Customers  Expansion of Services  Improved Service Access  Improved Performance  Simplicity of Design  Reduced Program Requirements  Efficient Use of Limited Resources  Equalization of Work Across Staff