Performance Accountability and Customer Information Agency (PACIA)

The Performance Accountability and Customer Information Agency (PACIA) unit evaluates the effectiveness of training programs and services provided in New Hampshire under the federal Workforce Innovation and Opportunity Act (WIOA). This unit is responsible for conducting two distinct types of performance measurement. One measure is the overall performance of WIOA programs and services. The performance of the WIOA activities — with success defined, in part, as participants entering employment — is measured against established goals. Other measures include retention; median earnings measures will be added in the future.

The other type of performance measurement is the evaluation of training programs to ensure they meet the requirements necessary to be included on the list for WIOA eligible training providers. Training programs are evaluated based on the outcomes of their participants. Outcome information is provided to customers via the NH Works Job Match System (JMS) application. The system includes a variety of information about programs, including completion rates, employment rates, and average wage, with the goal of helping customers to make informed decisions about selecting education or training programs.