Virtual Service Delivery Manager Employment Security Department
Presentation Purpose & Goal: The pandemic forever changed what we thought we knew about virtual services. WorkSource offices have reopened, yet customers now prefer multiple ways to engage with our system. This presentation will describe how the Employment Security Department's Employment Connections Division is modernizing their service delivery methods through the creation of a statewide virtual services team. This team supports local services, supplements local work and expands services to customers. Please join us to hear about the principles that drove its creation, the team's composition and scope, lessons learned, and tangible data showing its value to the organization and our customers.
Learning Objectives:
Why virtual services are important for our customers and local teams
How the virtual service delivery design is impacting customer service
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