State aims to improve customer service by strengthening talent pipeline

DENVER — Wednesday, May 31, 2017 — The State of Colorado is taking workforce training to new heights. As a top employer, the state wants to ensure its talent pipeline is strong and state workers meet the needs of Coloradans. A Request for Proposal, announced today, spotlights the Colorado Talent Challenge and sets Colorado on the path to be one of the first states in the country to align the incentives of its external talent development partners with the State’s success in reaching Key Performance Indicators (KPIs). This approach to performance-based contracting for investments in employee training is a corporate best practice.  

“We seek to partner with world-class talent development organizations willing to place a bet on the success of their training in helping the State reach key goals,”  said Lieutenant Governor & Chief Operating Officer Donna Lynne.  “This payment incentive structure is a best practice for corporations with successful Talent & Learning strategies. Colorado is adopting this best practice.  We are asking bidding organizations to take on risk subject to the State meeting measurable key performance indicators, such as improving customer service.”

Over the past four years, Gov. Hickenlooper’s Performance Management Academy has trained 300 state leaders in the tools needed to better deliver services to the State, leading to reduced wait times, faster responses, and improvements in customer satisfaction. Coloradans saw these improvement in the following areas:

  • Reduced average travel time by 18 percent on eastbound I-70 in the mountain corridor, saving as much as 27 minutes during busy travel times.
  • Shortened the time to get a pharmacist license from 144 days to 18 days.
  • Improved customer satisfaction at the Dept. of Labor and Employment from 50 percent to 90 percent.

The Administration now seeks to scale up that effort through this training challenge. Training partners who commit to the success of the training in ultimately delivering for Coloradans will agree to a performance-based contract--linking compensation to achieving KPIs.

The General Assembly recognized the potential return on investment of the Colorado Talent Challenge, and funded the Governor’s budget request of $500,000 in matching funds to support this effort in FY2017-18.  

The Colorado Talent Challenge will be administered by the Center for Organizational Excellence at the Colorado Department of Personnel and Administration. The first round of the Colorado Talent Challenge will focus on training in Lean process improvement. Later rounds will expand to a broader curriculum for performance management and leadership development. Click here for the Lean Process Improvement Request for Proposal (RFP) and search for #2017000298.