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References: GAL No. 1-96. Background: The Office of Trade Adjustment Assistance (OTAA) has launched a capacity building strategy aimed at increasing the technical knowledge and proficiency of State staff who administer NAFTA-TAA benefits and training services. OTAA is supporting this effort through a variety of projects and activities which are responsive to, and in support of, the States' NAFTA-TAA service delivery systems and which focus primarily on effective customer satisfaction practices. As part of this effort, OTAA has developed a customer satisfaction survey which has been distributed to 15 pilot States to compile data on the value that dislocated workers associate with the services they receive under NAFTA TAA. The intent of this customer satisfaction project, of which the survey is one part, is to help the States improve or enhance their TAA, NAFTA-TAA and JTPA Title III service delivery systems for TAA or NAFTA TAA certified workers, improve outreach to secondary workers, improve the overall value of services provided to dislocated worker training participants, and better evaluate program operations and effectiveness. This General Administration Letter conveys information and a training schedule for the States so they may access and utilize the survey and technical materials developed and made available through this project. The Customer Satisfaction Project: The OTAA customer satisfaction survey was developed in consultation with State agencies responsible for providing NAFTA-TAA training and other reemployment services to NAFTA-certified dislocated workers. As noted above, the survey has been distributed in 15 States that represent 60% of all Trade and NAFTA-TAA activity over the last four years. The questions in the survey were determined by focus groups carried out in various States last year. The results of the survey will be compiled into a nationwide report to be distributed to all States in November or December. The intent of the customer satisfaction project is to provide not just the measurement tools, but training tools (see attached) to support the use of the instrument. Curriculum for three sessions, all built from several field-tested modules, will be made available to be accessed according to individual State program needs. The training sessions to be provided are: Program coordination and Teamwork; the Trade tool for success. Understanding Customer surveys; Using the survey and data to improve program design and delivery. Tools Tactics and Tips for Improving Customer Satisfaction. Other Training Service Provided: The States of Florida and California have jointly developed six training modules that specifically focus on enhancing the training services provided by the States and local offices to Trade, NAFTA- TAA, and JTPA Title III eligible workers. The training, designed for NAFTA-TAA coordinators, Title III staff and training service providers, outlines the retraining goals of the NAFTA-TAA program and emphasizes the rapid response assistance and retraining options available to workers who have been adversely affected by shifts in production to and/or imports from Canada or Mexico. The training was developed as a tool to assist State staff and training service providers regarding the NAFTA-TAA program and its retraining benefits and to provide information and contacts regarding non-traditional types of retraining and program development.

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