Making Progress

1

• Making Progress
• Report to Board of Directors
• On the Strategic Plan for Central Support

2
October 2007

• CSEA Central Support was considered unresponsive
• Accounting was suffering major backlogs
• Membership Data Base was not keeping pace with
  affiliate needs
• CSEA Website was cumbersome, irrelevant and dated
• The Building was in disrepair, neglected and did
  not reflect well on CSEA

3
October 2007

• The morale and effectiveness of staff had been
  weakened by politics
• There was no vision or plan for the future of
  CSEA after affiliate incorporation
• The print shop was becoming more and more
  uncompetitive because of obsolete equipment
• Central Support service problems were more often
  viewed as personnel and personal issues rather
  than process issues
• There was a lack of understanding between
  affiliates and among the CSEA Board of
• Directors

4
Nov 2007 Trust and Collaboration

• Board of Directors met in a series of off-site
  meetings
• As the BOD learned to trust each other and openly
  shared concerns, it allowed CSEA to move forward
  and focus on improving its service capabilities
  and evolving governance structure
• Consensus was reached on a vision which gave the
  staff Executive Team clear direction to develop a
  Strategic Plan for Central Support

5
The Strategic Plan

• The CSEA Board and Executive Team developed a
  road map for prioritizing the implementation of
  changes to the organization.
• Goal 1 Improve Customer Service
• Goal 2 Increase Use of Services
• Goal 3 Expand Service Beyond Current Four
  Affiliates

6
Initial Steps

• Internal Analysis Department by Department
• Intensive review of IT Infrastructure and
  Business Practices
• Customer Service Survey
• Building Improvements

• Emails on Expense Claims
• Weekly Communications Calls
• Collaborative Unity Publications
• Development of Customer Service Concept

7
Bigger Steps

• 1 million investment in Print Shop
• Investment in Accounting Platform 450,000
• Investment in Membership/IT Upgrade 200,000
• Development of customer service goals and
  feedback mechanisms

• Accounting staff increased
• CapWiz program installed on website
• Website updated
• Member Benefits doubled profits
• Established IT Department
• E-Commerce Plan for Member Benefits/Print Shop
• Investment in staff training

8
Strategic Planning Session
9
3rd Floor Directory
10
New Lobby/Directory
11
4th Floor Restrooms
ADA Compliant
12
Heidelberg Printing Press
13
Weve Taken the First Steps Toward Designing the
Future of CSEA