As part of the “Workforce That Works!” Pennsylvania Workforce Board Development Symposium on December 8th, Maher & Maher provided focused discussions on methods to ensure that the implementation of the Workforce Innovation and Opportunity Act (W.I.O.A.) is centered around the needs of jobseeker and employer customers.
Christy Montgomery from the Maher & Maher team provided a plenary session on the role Customer Centered Design can play across workforce services to ensure that we are meeting client needs and creating positive outcomes. This session was in conjunction with a presentation by Leo Miller, Regional Administrator of ETA’s Region 2 Philadelphia office, who encouraged the local boards in Pennsylvania to strive to be innovative as they embark on the changes of W.I.O.A. Following Leo’s charge for innovative change, Christy covered key components of customer centered design philosophy, processes, and best practices across the nation.
In addition to the plenary session, Christy facilitated an interactive Customer Centered Design session where groups participated in experiential learning to ideate ways to put employers at the center of sector strategies and career pathways, engage out-of-school youth for positive outcomes, and discuss how we might truly align and integrate services for our one-stop shared customers. Not only did groups within the room develop ideas that they can implement, they were able to learn about more of the great work that is taking place within ETA’s National Customer Centered Design Challenge which Maher & Maher is leading. Maher & Maher also provided one-on-one training to Pennsylvania workforce staff so that they are prepared to facilitate customer centered design training as well.
This day full of learning which put the essential needs of customers as the primary focus will allow Pennsylvania to continue to utilize the Customer Centered Design process as they transform their workforce systems.
Maher & Maher is a specialized change management and talent development consulting firm based in New Jersey and Washington, D.C. The Firm is currently involved in Sector-Strategy initiatives in multiple state and regional areas, as well as the contracted partner to USDOL-ETA for Sector Strategies and WIOA technical assistance. For more information about our services visit us at www.mahernet.com or call us at 1-888-90-Maher.