What are the potential impacts on performance and performance management?
The opportunities and consequences of the proposed common customer pool are significant. The idea is that virtually all clients who enter a Local One-Stop and receive any kind of staff-assisted services will be registered into a common pool, thus included in the performance calculations for WIA, WPA, Veterans, MSFW and TAA programs. Program operators and local areas would no longer be able to seek to “manage” performance by controlling who is registered. Freed up from that management consideration, more program and administrative resources may be dedicated to the customer flow and, particularly, to the assessment and skill enhancement dimensions of service. Experience in other states indicates that this model does not have a detrimental impact on WIA or other program performance. As noted above in Question #10, the State of New York has operated under the common customer pool model since July 2006. As compared to current WIA performance, service integration has resulted so far in impro
