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NYC Civil Service Workforce Skills Gap Analysis and Development Plan


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Role: Workforce Analyst
Industry: Finance

Situation: Our client is undertaking a Legacy Replacement Project (LRP), a multi-year strategic initiative that will transform its services and business operations. This transformation will require that employees are prepared for the upcoming changes and impacts to their work. CLEINT'S recognizes that in an increasingly complex public service landscape, ensuring that its employees possess or develop the required skills and competencies to perform their job is very important. The effective operation of CLEINT'S relies on a diverse workforce comprising professionals with a wide range of responsibilities, from benefit examiners and calculation experts to customer service representatives and administrative staff. Each role within the organization contributes to the efficient and responsible management of retirement benefits for New York City employees. CLEINT'S is committed to fostering a culture of continuous improvement, excellence and professionalism. To achieve this, it is imperative that CLEINT'S defines clear standards and expectations for all its employees, regardless of their role, level or division. CLEINT'S seeks to undertake a comprehensive assessment of the current state of skills and competencies among its workforce. The purpose of this assessment is twofold: firstly, to identify areas where employees excel and demonstrate proficiency, and secondly, to pinpoint areas where there may be gaps or deficiencies. The outcome of this assessment will be used to develop a strategic plan for addressing any gaps in skills and competencies in order to be prepared for future work processes. CLEINT'S aims to provide its employees with opportunities for growth and development, including targeted training and professional development. As CLEINT'S embarks on this initiative to define standards, assess skills, and close competency gaps, it invites experienced consulting firms or individuals with knowledge of the NYC civil service system and direct experience working with NYC governmental agencies. Scope of Work Job Analysis and Documentation: Conduct comprehensive job analyses for all positions within CLEINT Document the skills, qualifications, and requirements specific to each job, detailing both technical competencies and soft skills for current performance Develop future based job needs and qualifications aligned with the job needs at the completion of the LRP Align/map the skills and qualifications to NYC Civil Service Titles and levels Level-Based Proficiencies: Define the proficiency levels required for each job within CLEINT'S, differentiating between entry-level, mid-level, and senior-level positions MANDATORY SKILLS/EXPERIENCE We seek an individual or firm that has knowledge of the NYC civil service system and experience working with NYC governmental agencies DESIRABLE SKILLS/EXPERIENCE: Experience with leading strategic or operational workforce planning activities, including workforce demand analysis, workforce supply analysis, and gap analysis Ability to identify complex themes, findings, and recommendations based on quantitative and qualitative analyses Experience with developing and implementing organizational-level strategies and goals using change management principles and best practices Experience with structuring and conducting data gathering and analysis activities, including interviews, focus groups, and surveys Experience with analyzing workforce data using software programs, including Tableau and PowerBI Ability to design and develop clear, concise data-driven deliverables using both Microsoft Word and PowerPoint Strong communication skills (verbal and written) Clearly outline the progression of skills and qualifications as employees advance in their careers. Develop skill matrices for each job, highlighting the essential skills and competencies needed at each level. Create clear visual representations of the skill progression within client Assess the current state of skills and competencies among client employees. Identify strengths and weaknesses in the existing skill sets. Perform a comprehensive gap analysis to identify disparities between the current skill sets and the defined future standards and expectations. Categorize the gaps based on urgency and importance. Provide a detailed report highlighting the findings of the gap analysis. Propose a roadmap and actionable recommendations for closing the identified skill and competency gaps. Provide guidance on training and development programs that align with client's goals. Suggest key performance indicators (KPIs) to measure progress in closing the gaps.

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Based on your specific organizational details captured above, Marcus recommends the following areas for evaluation (in roughly decreasing priority). If you need any further clarification or details on the specific frameworks and concepts described below, please contact us: support@flevy.com.

Change Management

As CLIENT'S embarks on their Legacy Replacement Project (LRP), the principles of Change Management will be fundamental to ensuring a smooth transition. Given the complexities of the public service landscape, especially in finance, it is critical to manage change effectively to minimize disruption to operations and maintain staff morale.

The Workforce Analyst will need to utilize change management techniques to prepare, support, and help individuals, teams, and the organization in making the Organizational Change. This involves clear communication of the changes, training programs to develop new competencies, and mechanisms to provide feedback and support throughout the transition period. The Workforce Analyst should also work closely with leadership to align the change management strategy with the organization's overall strategic goals, ensuring that staff understand not only how their roles will change but also the rationale behind these changes.

Learn more about Change Management Organizational Change

Workforce Management

Workforce Management in the context of CLIENT'S requires a strategic approach to ensure that staff are not only equipped with the necessary skills and competencies but are also allocated in a manner that aligns with the changing needs of the organization post-LRP. It will involve forecasting workforce requirements, analyzing staff allocation, and developing resourcing strategies that ensure the right people with the right skills are in the right place at the right time.

This will be particularly important in finance, where accuracy and compliance are paramount. The Workforce Analyst should consider the introduction of flexible working arrangements, cross-training, and Succession Planning as part of a comprehensive workforce management strategy to facilitate agility and adaptability in a rapidly evolving environment.

Learn more about Workforce Management Succession Planning

Workforce Training

In finance, where technical skills and regulatory knowledge are crucial, Workforce Training will be critical for CLIENT'S to ensure employees are up to date with the latest practices and technologies. As the LRP introduces new systems and processes, a structured training program must be developed to build proficiency.

The Workforce Analyst should identify the specific training needs of different employee groups, taking into account various learning styles and the complexity of financial concepts to be covered. Training programs should be robust, with a mix of on-the-Job Training, classroom sessions, and e-learning modules. It is also essential to evaluate the effectiveness of training by measuring improvements in performance and productivity.

Learn more about Workforce Training Job Training

Human Resources

CLIENT'S Human Resources department will play a pivotal role in executing the workforce analysis and development strategy. Recruitment, retention, Performance Management, and Employee Engagement all fall under the purview of HR and will be critical to the success of the LRP within a finance framework.

The Workforce Analyst should work with HR to develop role-specific competency frameworks, career paths, and performance evaluation systems that are aligned with the future state of the organization. Additionally, HR policies and practices must be updated to support the new ways of working and to ensure they continue to attract and retain the best finance professionals.

Learn more about Performance Management Employee Engagement Human Resources

Business Transformation

CLIENT'S LRP is a form of Business Transformation, and the Workforce Analyst's role is to ensure that the organization's human capital is prepared to navigate this change effectively, particularly in the finance division where precision and Risk Management are critical. This includes understanding and mapping out the future state of the organization's processes, determining the impact on current roles, and identifying the skills and competencies required for the future.

The Workforce Analyst must collaborate with finance leaders to rethink and redesign jobs and workflows to optimize performance in the new environment.

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Strategic Planning

Strategic Planning is essential for CLIENT'S as they navigate their LRP and the Workforce Analyst will be integral in aligning workforce capabilities with the strategic goals of the organization, particularly in finance where strategic alignment can significantly impact the bottom line. This involves understanding the long-term vision of the organization's finance functions, identifying the critical roles and skills needed to achieve that vision, and mapping out a workforce strategy that includes talent acquisition, development, and succession planning..

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Performance Management

A robust Performance Management system will be crucial for CLIENT'S to track and encourage employee development, ensuring that financial personnel are meeting the new standards set out by the LRP. The Workforce Analyst should work on developing clear performance metrics that align with strategic goals, providing finance staff with regular, constructive feedback and setting up development plans that offer clear directions for professional growth..

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Digital Transformation

With the LRP in place, CLIENT'S will likely introduce new digital tools and platforms, especially in the finance department. Digital Transformation in this context means that the Workforce Analyst must ensure that staff are digitally literate and able to adapt to new financial technologies and Data Analysis tools.

This will require a comprehensive digital skills assessment and targeted training programs to bridge any skills gaps.

Learn more about Digital Transformation Data Analysis

Employee Engagement

Employee Engagement is critical in any transformation project, as it affects morale and productivity, which are especially important in the high-stakes environment of finance. The Workforce Analyst should develop engagement initiatives that make employees feel valued and involved in the LRP.

This could include creating feedback mechanisms, involving employees in decision-making processes, and recognizing and rewarding contributions to the transformation efforts.

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Stakeholder Management

Finally, Stakeholder Management is vital as CLIENT'S LRP will involve many internal and external stakeholders, including those in finance who may be resistant to change or concerned about the impacts on their roles. The Workforce Analyst must identify all stakeholders, understand their interests and concerns, and develop a communication plan that keeps them informed and engaged throughout the project.

This will help in ensuring that the changes are well-received and that stakeholder needs are adequately addressed.

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