Sample Project Summaries

Customer-driven Revenue Collection Strategy. Working with a large state agency responsible for collecting unemployment insurance taxes from more than 270,000 employers, KEB recommended a new Internet-based strategy designed to provide the agency’s employer customers with additional options and more flexibility for their interactions with the unemployment insurance system. This recommendation required cataloging, and analyzing in-depth, all current interactions between the agency and employers, and was guided by substantial input from a large sample of affected employers. This input was obtained through written surveys and focus groups.

Customer-driven Workforce Development Service Strategy. Working with a group comprised of employers in a five-county area, KEB helped a local workforce investment board define a new strategic direction for the one-stop delivery system serving the area. This strategy was formulated on the basis of input, obtained through written surveys and focus groups, from a representative sample of the 4,500 employers in the five-county area. The strategy defined target customers more precisely, and identified key employer service expectations.

Improved Responsiveness to Customers. KEB conducted an organizational and management review focusing on the information processing function of the Chief Clerk’s Office for a state utility regulator. The review included an assessment of communications and interactions between the Clerk’s Office and the entities regulated, as well as between the Clerk’s Office and other internal organizational units. The purpose of the review was to make recommendations to improve responsiveness through improved efficiencies and information systems. Through focus groups and interviews with Commission managers and customers, KEB isolated customer needs not being met and developed recommendations to enable the Clerk’s Office to be more responsive in the future.