Making Progress Report to Board of Directors On

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

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

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

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

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

Initial Steps • Emails on Expense Claims • Weekly Communications Calls • Collaborative Unity Publications • Development of Customer Service Concept • Internal Analysis – Department by Department • Intensive review of IT Infrastructure and Business Practices • Customer Service Survey • Building Improvements

Bigger Steps • Accounting staff increased • Cap. Wiz 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 • $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

Strategic Planning Session

3 rd Floor Directory

New Lobby/Directory

4 th Floor Restrooms ADA Compliant

Heidelberg Printing Press

We’ve Taken the First Steps Toward Designing the Future of CSEA