This document presents a toolkit to assist staff involved in the design and development of New York's one-stop system. Section 1 describes the preplanning issues to be addressed and the intended outcomes that serve as the framework for creation of the customer flow toolkit. Section 2 outlines the following strategies to assist in designing local customer flow processes: (1) convene a local work team; (2) define the local one-stop system's access points; (3) develop a customer flow model (develop customer flow at the initial point of contact, customer flow for referral to initial services, customer flow for referral to additional services, and continuous improvement activities); and (4) implement the new customer flow procedures. Section 3 is a compendium of promising practices that are currently being applied in local one-stop centers and systems to promote effective customer flow. Section 4 lists the members of the broad-based work team involved in development of New York's customer flow model. Three figures, nine worksheets, and numerous tips are provided throughout the toolkit. The following items are appended: (1) seven key principles of the Workforce Investment Act; (2) a standardized protocol for determining customer needs; (3) customer examples; and (4) examples of customer flow models. (MN)