Attachment IV

Annual Performance Report

States are required to submit an annual performance report, signed by both the SWA and the SWIB or the Governor, which concisely summarizes accomplishments, the results of an assessment of customer satisfaction with the state's workforce information products and services and recommendations for improvements to workforce information and services. The report is intended to serve as an accountability, management and analysis tool for states and ETA.

1. Accomplishments. For each planned product and service, provide a concise summary of:

• The outcomes achieved compared to planned outcomes and an analysis that explains the cause of any significant variance from the plan. Describe any actions required to improve outcomes.

• The extent to which the activity has conformed to the planned milestones, including an explanation for the cause of any significant variance from the schedule.

• Actual aggregate expenditures and an explanation for any significant variance from planned aggregate expenditures.

2. Customer Satisfaction Assessment. For selected products and services, provide a concise summary of:

• The method(s) used for collecting customer satisfaction information and for interpreting the collected information.

• An assessment of the principal customers’ satisfaction with the product or service.

• Activities to be undertaken to add customer value to the product or service, where needs for improvement are identified.

3. Recommendations for Improvements or Changes to the Suite of Core Products. These may be based on one or more of the following:

• Recommendations based on accomplishments

• Recommendations based on customer satisfaction assessment findings

• Recommendations based on consultation with customers