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Reference: 29 CFR Part 34.43. Change: Item number six (6) on ETA Form 8429, the Employment Service Complaint/Referral Record Form, has been revised to comply with the nondiscrimination regulations (29 CFR Part 34). OMB Approval: The requirements for Form ETA 8429 are approved by OMB according to the Paperwork Reduction Act of 1995 under OMB approval No. 1205-0039 to expire 9/30/2000. NOTE: Persons are not to required to respond to this collection of information unless it displays a currently valid OMB control number. Action: State Administrators are requested to provide the above information and the revised form to appropriate staff.

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References: Title V--NAFTA Transitional Adjustment Assistance and Other Provisions of PL 103-182, North American Free Trade Agreement Implementation Act; Trade Act of 1974 as amended; regulations at 20 CFR 617; Training and Employment Information Notice (TEIN) No. 32-96; General Administration Letters (GAL) Nos. 6-94; 7-94; and 1-96. Background: The Employment and Training Administration's Office of Trade Adjustment Assistance (OTAA) launched a capacity building strategy aimed at increasing the effectiveness of staff in local and State agencies that administer TAA and NAFTA-TAA benefits and training services across the country. OTAA continues to support this effort through a variety of projects and activities which are responsive to, and in support of, the States' TAA and NAFTA-TAA service delivery systems. Thus far, OTAA has developed, with the Utah Department of Employment Security, a NAFTA-TAA video and poster available in both English and Spanish. The intent of these outreach materials is to increase dislocated workers' awareness of the benefits that may be available to them under the NAFTA-TAA Program. In addition, OTAA recently developed, with the State of Missouri and the Missouri Training Institute, along with various staff from the Federal, State, and local levels, a multimedia TAA and NAFTA-TAA Program training module on CD-ROM. The multimedia modules allow training to be standardized and available at individual work stations at every level of the employment and training system. Quick Reference Guide for TAA and NAFTA-TAA: Developed by OTAA and the Utah Department of Employment Security, the Quick Reference Guide for TAA and NAFTA-TAA is a training module and companion document to the CD-ROM. The guidebook is designed to enhance wide-spread knowledge of the contents of the TAA and NAFTA-TAA programs among administrators and practitioners, and to increase the technical skills of local office staff about basic methods and procedures for processing eligible applicants into the TAA and/or NAFTA-TAA program. Distribution: Copies of the Quick Reference Guide for TAA and NAFTA-TAA are being provided under separate cover to all State TAA and NAFTA-TAA Coordinators. Copies will also be sent to ETA Regional Offices, Public Interest Groups and Community-Based Organizations. Additional Copies: Additional copies of the Quick Reference Guide for TAA and NAFTA-TAA can be ordered (at cost) from Mr. Jan Fasselin at the Utah Department of Employment Security at (801) 526-4355.

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Reference: Training and Employment Information Notice (TEIN) No. 11-95, Simply Better! Continuous Improvement Project. Background: Simply Better! is a national technical assistance project designed to help employment and training organizations incorporate principles of continuous quality improvement into their daily operations. Simply Better! began in 1994 as a joint "capacity building" initiative among ETA's Office of Job Training Programs and the Seattle and Philadelphia Regional Offices. Since then it has expanded to include representatives of State governments, private industry councils, service delivery areas, sub-state grantees, local direct service providers and the other eight ETA Regional Offices. The publication described in this TEIN is the latest in a series of Simply Better! publications. Previously published materials include: (1) The Self-Assessment System, designed to help organizations better understand their strengths and weaknesses in seven key management areas; (2) The Voice of the Customer, a guide to measuring customer satisfaction; and (3) Customers in Focus, a handbook on conducting focus groups. Ten thousand copies of these publications have been distributed nationwide during 1996-97 and extensive training of State and local agency staff and management has been conducted by ETA Regional Offices. Service by Design: Service by Design is a practical seven-step process for improving a workforce development agency's every-day operations. Service by Design examines the points and places where an agency's customers come in contact with its services. These meetings can be called "transactions." A full program or "cycle" of services may consist of dozens of transactions between an agency and its customers. An agency can improve the overall quality of its programs and services by examining and improving each separate transaction in turn: Step One: Identify an opportunity. Select a customer transaction or service cycle for improvement. Step Two: Describe the key features of this service or transaction as the agency staff perceives them. Step Three: Survey agency customers to find out how they perceive this same service or transaction. Step Four: Identify and understand the gaps which may exist between what the agency thinks it is doing and what its customers really want. Step Five: Identify possible and probable causes of these gaps between customer expectation and reality. Step Six: Test the most promising improvements, measure the results and fine tune the process. Step Seven: Implement the proposed changes and improvements. Repeat the process. Continuous improvement never ends. The Service by Design publication consists of three booklets. The Overview explains how the quality improvement process works and how it can improve customer satisfaction and results. It includes a 15-minute exercise that will help readers appreciate the strength of this technique. The Guidebook contains an in-depth discussion of the rationale and methods behind the seven Service by Design steps, the analytical tools that quality improvement teams use, and some ideas for effectively implementing Service by Design techniques. The Workbook leads quality improvement teams through the process step-by-step. It contains blank forms, graphs, worksheets and other practical materials. Distribution: Supplies of Service by Design are available through ETA Regional Offices. To order copies or to find out about Regional distribution plans, please call the appropriate Simply Better! Regional contact person from the attached list. Action Required: Please inform Service Delivery Areas, Sub-State grantees, local Employment Service offices, One-Stop Career Centers and other appropriate employment and training service providers of the availability of Service by Design.