Assistance in developing projects and matching funds to implement projects is available from the WO Management Systems Team. Participants were front line employees who deal directly with external customers on a regular basis. The 1995 Survey results were reviewed in small groups. Improvement opportunities and common cross-cutting themes were identified and shared with management statewide. These include a lack of back- up assistance when key employees in a process are on leave, out of the office, or away for training, or not otherwise available to make decisions and provide timely information.
Customers are often unaware of our procedures and time needed for processing their requests.
This results in last minute emergencies and frustration for customers and employees. Front line employees want to be informed of the level of authority they have to move things along more timely. We may not be staffing adequately for the volume of work that front line staff must perform. Leadership to improve communication with the external customers and communication and improvements in coordination among those who process requests could shorten processing times and improve service. More management communication with those who serve customers relative to issues like authority to make decisions, encouraging closer coordination among those from different work groups involved with processing customer requests, and direction on how to move requests when key people are not available.