ࡱ> PRO%` > bjbj 7<̟̟>vvvvvvvD$).)0)0)0)0)0)0)$+h.T)vT)vvi)uuu vv.)u.)uub'hvv( rڼk'.))0)'.R. (.v(ZQ@u44T)T)k )  vvvvvv Case Study Recruitment OneStop/USAJOBS, Office of Personnel Management Second Place Winner of the USA Services 2008 Citizen Service Award The USA Services Citizen Service Award recognizes federal agencies that are: ensuring their customers are getting accurate information, improving customer satisfaction, engaging in creative public outreach, and attracting, training and retaining the right people. Below is USAJOBS story Background: USAJOBS is the front door to federal employment. This remarkably successful initiative has consolidated and streamlined the employment application process across the government. Interested job seekers no longer have to wade through 150 agency sites to find opportunities. USAJOBS, managed by the Office of Personal Management (OPM), simplifies the search and application process by providing email notification of jobs of interest, online application submission, document storage, and feedback on application status, just to name a few. Prior to the development of USAJOBS, each agency maintained a separate and unequal version of a recruitment web site. The consolidation of this activity has realized an average short-term savings of well over $25 million each year since launch. The long-term savings could very well exceed a billion dollars in the first 10 years of operation. The full functionality of USAJOBS has reduced the costs for marketing, external job postings, and advertisements. These savings can now be used by agencies to enhance other programs, while still attracting the best and the brightest to the federal government. Metrics have been exceeded in every identifiable area: Applications per job announcement increased from an average of 15 -25 to 100-125. (300-500%) Daily job seeker usage (account holder log-ins) increased from an average 440K per day to 1.7 million (400%) Site usage (visits daily) increased - 150K to 340K (>100%) Ensuring the Accuracy of Information: The USAJOBS Program Office employs several tools to provide the highest quality and most accurate customer service to citizens. The USAJOBS team has built an answer library that allows consistency and accuracy in addressing issues. The library is constantly updated as new issues arise and statutes change and is constantly monitored by all the analysts for accuracy. Senior Analysts develop training aids and audit and monitor emails and phone calls to insure consistent and concise information dissemination. The White House and Congressional offices receive correspondence from the general public regarding federal employment, and due to their expertise, USAJOBS composes official responses to these inquiries. The following new USAJOBS features also enhance consistency and accuracy: Standard 5-tab job announcements Standard templates for certain jobs Standard resume Responsive customer service for HR specialists and job seekers Quality assurance and review of call center output Customer Satisfaction: USAJOBS captures customer concerns via the American Customer Satisfaction Index (ACSI). With the ACSI, USAJOBS gauges: the efficiency of site processes, satisfaction with site performance, as well as look and feel effectiveness of job descriptions and job search, and ease of site navigation. USAJOBS satisfaction trends have shown a consistent rise from a low of 58% at launch, to a high of 85%, following a major site face-lift in 2006. The average score over the last two full years has been 75%. This represents quite an achievement, and is higher than comparable private sector recruitment sites. In response to user needs, USAJOBS released a job seeker portfolio enhancement, which maintains supplemental documents on USAJOBS . This allows users to store additional personal documentation (DD-214s, SF-50s, performance appraisals, transcripts and certifications) and other pertinent documents that may be attached as needed during the application process. This enhancement was recommended by a job seeker that wanted to be able to apply for a position from anywhere, without having to dig for documentation and a facsimile machine. These advanced services have also increased customer satisfaction: Standards for responding to job seeker emails have reduced both the number of inquiries and the frustration level of seekers. Automated password retrieval, reduced the number of inquiries by 60% for forgotten passwords (#1 problem for seekers) Real-time assistance to federal HR professionals has reduced errors and increased application rates by over 110%. Interactive Voice Recordings (IVR) available for those with limited access to a computer; allows job search via telephone. Public Outreach: USAJOBS engages in aggressive advertising and outreach campaigns by purchasing magazine, radio and television ads. OPM sponsors job fairs around the country, and offers workshops on interviewing techniques, resume writing, and navigating USAJOBS. These workshops provide critical knowledge about the federal application process and enhance the skills of prospective candidates. The target audience includes students, mid-career professionals, veterans and other individuals looking to make a career in federal service. Attracting, Training and Retaining Employees: Technical Staff for this initiative is outsourced, but USAJOBS and its prime vendor are very proactive in the recruitment of quality customer service staff. Specific emphasis is given to ensure training is top notch. Staff members are encouraged to seek out professional development opportunities, and formal and informal training that will enhance their knowledge base, skills, customer service abilities and professional satisfaction. USAJOBS also uses accelerated promotions and an advancement ladder to retain high quality staff. By monitoring the contractor and providing constant and consistent support, USAJOBS maintains the quality and integrity of its service to citizens. USAJOBS contact: Willie A. Harrison, 202-606-0106, willie.harrison@opm.gov USA Services Citizen Service Awards program contact: Karen Trebon, 202-501-1802,  HYPERLINK "mailto:Karen.Trebon@gsa.gov" Karen.Trebon@gsa.gov 7/21/08  ) ) A L l ǶǗǂp_NN=N__N h h./0JCJOJQJ^J h h:Z0JCJOJQJ^J h h,#0JCJOJQJ^J#h h%0J5CJOJQJ^J)h h%B*CJOJQJ^JaJph h h0JCJOJQJ^JhjD0JCJOJQJ^J h hjD0JCJOJQJ^J h h%0JCJOJQJ^J&h h'0J5CJOJQJ\^J&h h%0J5CJOJQJ\^J  IJ 9 d = > CD{| 7$8$H$gd 7$8$H$gd% 7$8$H$gdvv & Fgd%gd%$a$gd%>     # 6 O S = A c (0DJyzFH޼ޫ﫚： h hHq0JCJOJQJ^J h h0JCJOJQJ^J h h%0JCJOJQJ^J h h:Z0JCJOJQJ^J h hG0JCJOJQJ^J h h./0JCJOJQJ^J h h,#0JCJOJQJ^J/|IJ!"}~ _#F & F7$8$H$gd7< 7$8$H$gdvv & F7$8$H$gdY 7$8$H$gd & F7$8$H$gd, 7$8$H$`gd, & F7$8$H$gd,#HJRr "2L49:MTUk}~ͻͪުޙުުވުވޙveS#h hY0J>*CJOJQJ^J h h./0JCJOJQJ^J#h h0J>*CJOJQJ^J h hY0JCJOJQJ^J h hHq0JCJOJQJ^J h h.p0JCJOJQJ^J#h h%0J5CJOJQJ^J h h%0JCJOJQJ^J h h0JCJOJQJ^J h h,0JCJOJQJ^J 4T`)56; ުwwfTުު#h h7<0J6CJOJQJ^J h hVT0JCJOJQJ^J h hT"0JCJOJQJ^J h h0JCJOJQJ^J h h7<0JCJOJQJ^J h h%0JCJOJQJ^J#h h%0J5CJOJQJ^J h hHq0JCJOJQJ^J h hY0JCJOJQJ^J h h0JCJOJQJ^J   '(laNOmnKL. $a$gd% $7$8$H$a$gd% & F7$8$H$gd 7$8$H$gd 7$8$H$gd% 7$8$H$gdvv & F7$8$H$gd7<    0X\mp'(az#+-3MNO޻ޙުޙވwwwfXfwwh 0JCJOJQJ^J h h 0JCJOJQJ^J h h0JCJOJQJ^J h hT"0JCJOJQJ^J h hWv0JCJOJQJ^J h hY0JCJOJQJ^J h hVT0JCJOJQJ^J#h h%0J6CJOJQJ^J h h%0JCJOJQJ^J h h7<0JCJOJQJ^JO^_fi Fq;[ln89VwxD\ef~ʹʹʹʹʹʨʗ۹uʹʹuʹʨʨud h hVT0JCJOJQJ^J h hY0JCJOJQJ^J h hU0JCJOJQJ^J h h%0JCJOJQJ^J h h7<0JCJOJQJ^J h h.p0JCJOJQJ^J h h0JCJOJQJ^J#h h0J5CJOJQJ^J#h h%0J5CJOJQJ^J' 6IJLS\ 陸nYnDn)jh h%0JCJOJQJU^J)h h%0JB* OJPJQJ^Jph h h%0JCJOJQJ^J&h h%0J5CJOJQJ\^J&h h0J5CJOJQJ\^J)h h%B*CJOJQJ^JaJph h hVT0JCJOJQJ^J h h$ 0JCJOJQJ^J h h0JCJOJQJ^J h hz|~0JCJOJQJ^J   , - / 1 3 6 9 : = > Բ{p{eh h&OJQJh hvvOJQJ)h hvvB*CJOJQJ^JaJph h hG0JCJOJQJ^J h h0JCJOJQJ^J h h%0JCJOJQJ^J h h%0JOJPJQJaJ)jh h%0JCJOJQJU^J+jh h%OJPJQJUaJ . / : < = >  7$8$H$gdvvgd.p$a$gd%50P:pvv/ =!"#$% DyK Karen.Trebon@gsa.govyK 8mailto:Karen.Trebon@gsa.gov@@@ NormalCJ_HaJmH sH tH DA@D Default Paragraph FontRiR  Table Normal4 l4a (k(No ListNg@N %HTML TypewriterCJOJPJQJ^JaJ6U@6 % Hyperlink >*B*phHH , Balloon TextCJOJQJ^JaJ>< IJ9d=>CD{|IJ! 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