1. eta EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR Mystery Shopping Promoting Quality in One-Stop Career Centers Region V Disabilities Training Forum March 3, 2004 eta EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR

2. eta EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR Mystery Shopping Environmental Scan Themes  Widely used in the private sector and increasingly in the public sector  Shoppers pose as customers to evaluate quality and consistency of customer service  Measures performance against a set of standards/expectations  Provides a third party objective view

3. eta EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR Mystery Shopping Environmental Scan One Stop Career Center Results The “snapshot” revealed:  10 states have programs ( Alaska, District of Columbia, Kansas, Kentucky, Michigan, New York, South Carolina, Texas, Utah, Washington)  Some WIBs in six states have programs ( Florida, Minnesota, North Carolina, Pennsylvania, Washington, West Virginia )  10 other states expressed interest

4. eta EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR Mystery Shopping Environmental Scan One Stop Career Center Results Obstacles to implementation include:  Lack of funds  Fear factor or the “gotcha” syndrome  Lack of knowledge on how to set up a program

5. eta EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR Mystery Shopping Environmental Scan One-Stop Career Center Case Studies  State-Led –Michigan –New York –South Carolina –Texas –Washington  Locally-Led –High Country Region, North Carolina –Pacific Mountain Partnership, Washington –Philadelphia Workforce Investment Area, Pennsylvania –Walla Walla, Washington

6. eta EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR Mystery Shopping Environmental Scan Critical Components  Involvement of all affected parties  Clear set of locally developed standards  Questionnaire designed to measure service standard/expectations  Staff Training on the service standards/expectations  Recognition program  Analysis and use of results for continuous improvement

7. eta EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR Mystery Shopping Environmental Scan Key Findings  Mystery shopping can be a used to improve service quality  Mystery shopping should be built around critical components and expectations  Mystery shopping should be integrated with other quality initiatives

8. eta EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR Mystery Shopping Approach  Qualitative and quantitative data collection  Shop in-person, by phone, email and web  Diverse shoppers including Small business Individuals with disabilities Limited or non-English speakers  Common categories Physical facilities Knowledge, skills, helpfulness of staff Quality of resources available

9. eta EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR Mystery Shopping Next Steps  ETA articulates One-Stop expectations  ETA operates mystery shopping within the context of defined One-Stop expectations  Mystery shoppers will include a variety of job seekers and employers, including people with disabilities