New York State Workforce Development System New York State
Technical Advisory
April 15, 2004
Workforce Development System Technical Advisory #04-4
TO: Chairpersons of Local Workforce Investment Boards
Chief Elected Officials
WIA Grant Recipients
WIA Fiscal Agents
WIA Local Area Contact Persons
SUBJECT:Monthly WIA Customer Contact File

Revision to TA #03-13: This Technical Advisory revises the information concerning the submission of data files of exiting individual customers and business/employer customers by LWIAs that do not use OSOS. The monthly WIA customer contact file is used to generate a sample of WIA customers for purposes of conducting customer satisfaction surveys mandated by WIA.

General guidelines for the customer satisfaction survey can be found in USDOL ETA Training and Employment Guidance Letter (TEGL) 6-00, Change 1.

PURPOSE:To provide revisions to the data elements and file format for the monthly WIA customer contact submission to NYSDOL, and to transmit a revised and expanded calendar of due dates for the monthly submissions through January 2005.
Background:Since December 2003, NYSDOL has contracted with an outside entity (currently ETI of NJ) to conduct the telephone customer satisfaction survey mandated by WIA, using the sample from the WIA customer contact file. In order for the contractor to compile survey results by funding stream and service received, additional fields have been added to the WIA customer contact exiter file. In addition, the due date for transmittal of the March 2004 files to NYSDOL has been revised in order to complete the survey in a more timely manner.

Local areas should inform customers at registration that they may be included in the Customer Satisfaction sample and, if so, to expect a telephone call from NYSDOL’s contract entity.

It is critical that each customer record contains current and accurate primary and secondary telephone numbers, as well as alternate contact information (e.g., for a relative) in order to achieve the 70% response rate required by USDOL for the survey. Phone numbers should be verified at program exit.

ACTION:Description of Files

The monthly WIA customer contact file must include the following:

  1. Individual customers (i.e., adults, dislocated workers and youth) who exited in the month. There must be one record created for each individual exiter in the month. Data must be submitted in the format of the new record layout (Appendix A).

    The new record layout includes the customer e-mail address (if available) and a different format for race/ethnicity. A separate field has been created for each race/ethnicity group, which will facilitate maintaining only one record for those WIA exiters whose records indicate multiple race/ethnicity selections. New fields are also included for funding stream (dislocated worker, adult, youth, or other) and highest service level received (core, staff-assisted core, intensive, non-ITA, or ITA) for each Adult or Dislocated Worker exiter. For Youth, the only service received is youth services.

  2. Business/employer customers who received a “substantial” service in the month. There must be one record for each business/employer customer who received services. The record layout for these customers is unchanged from TA #03-13.

    All records must be submitted in a comma-separated format. Appendix A provides a listing of the required data elements and file format.

    Submission Due Dates (revised from TA #03-13)

    The monthly WIA customer contact data file must be submitted to NYSDOL according to the following revised schedule:

    Individual Exiter/Employers Receiving a Service in the Month of:File to be submitted to NYSDOL by close of business on:
    February 2004Friday, April 16, 2004
    March 2004Wednesday, May 5, 2004 (revised)
    April 2004Wednesday, May 26, 2004
    May 2004Wednesday, June 23, 2004
    June 2004Wednesday, July 14, 2004
    July 2004Wednesday, August 11, 2004
    August 2004Wednesday, September 8, 2004
    September 2004Wednesday, October 13, 2004
    October 2004Wednesday, November 10, 2004
    November 2004Wednesday, December 15, 2004
    December 2004Wednesday, January 12, 2005

    Submittals and Inquiries

    The monthly WIA customer contact data files must be submitted to the Research & Statistics WIA Reporting mailbox:

    Questions may be directed to Christine Steenburgh at (518) 457-1321 or Shelley Drazen at (518) 457-2965.

Attachments:Appendix A (revised from TA #03-13), Required Data Elements and File Format