The Customer Flow Toolkit: A Framework for Designing Quality Customer Services
This new Toolkit, jointly developed by NYATEP and NYSDOL with participation of line staff from five local areas, presents a step-by-step process for designing a customer-focused customer flow in one-stops. It offers strategies and action steps as well as worksheets, tips and real-life examples for local partners to create a flow process that ensures that job seekers have clear options and convenient, timely access to all one-stop services. The Customer Flow Toolkit: A Framework for Designing Quality Customer Services is in pdf file format and will require the Adobe Acrobat Reader for viewing. If you would like the tool-kit in Microsoft Word format, please e-mail Lisa Crall and a copy will be e-mailed to you.

One Stop System Building in New York State A Toolkit for Local Areas
There are a number of challenges and opportunity associated with putting in place a one-stop system that provides comprehensive, integrated, workforce investment services which meet the needs of both individual and business customers. The Services and Funding Toolkit, developed by a team of local practitioners, provides specific strategies and tips for designing and implementing a one-stop system, including the following:

• identifying the shared services to be provided
• determining the costs of operating the system and providing shared services to customers
• deciding how those costs will be shared among the system’s partners
• continuously improving the quality of the system and its services to better meet the needs of its customers.