Workflow was reviewed with a focus on decreasing the number of persons who had to handle an application for certification. The steps were streamlined and, using staff input, we sought ways to increase our efficiency by using more current technology. To that end, the Bureau contracted with a vendor to provide a workflow analysis of the application approval process with specific regard to replacing Bureau dependency on the Department's IBM mainframe with a dedicated client server system. Previously, each staff member had to access several flat files on the mainframe database to gather pertinent information on certified educators as well as applicants. Another innovation was the re-allocation, usually temporary, of staff to meet the demands of an increased workload.
Management monitors individual workload on a daily basis.
Additional support is provided with each staff member willingly offering assistance to another in an effort to increase the productivity of the entire bureau thereby reinforcing the team concept. Improved customer service provided bureau staff with an opportunity to develop more positive interactions with educators and with the field. Their determination to serve the field led to a greater degree of satisfaction with their own work and with the role they serve in the education of children in the Commonwealth. The bureau scheduled staff members to attend customer service training and additional training was provided by their colleagues. A significant advance was made when educators were able to access the relational database through the Internet.