2014 Internal Customer Satisfaction Survey Executive Summary o

2014 Internal Customer Satisfaction Survey

Executive Summary o Surveys were completed from September through October 2014. o All County employees were given the opportunity to participate either electronically or by requesting a hard copy. o An outside vendor was utilized to host the electronic surveys to ensure anonymity and to provide the tabulated results and employee comments to the County.

Meth odolo g y o County employees with Outlook access received emails with instructions on completing the survey and the link to the survey website. o Employees without internet access were sent a memo via interoffice mail providing them the link to the survey website or option of requesting a hard copy of the survey. They were also informed of designated PCs available to them. o Ratings and employee comments were exported from the vendor’s website for preparation of the survey report.

s& t n e rtm a p e as e D r A ce i v r e S d e y e v Sur Constable’s Precinct #1 County Administrator • Constable’s Office Services • Clerk of the Board • Agendas & Record Requests • Office of Management & Budget • Budget & Strategic Planning • Communications • Channel 77 • Risk Management • Yu-Count Newsletter

s& t n e rtm a p e as e D r A ce i v r e S d e y e v Sur County Treasurer • Treasurer Services Financial Services • • • General Services • Custodial • Building & Grounds Repair & Maint. • Fleet Management General Ledger Financial Reporting Accounts Payable Compliance Payroll

Human Resources Information Technology Services • Benefits Administration • Employee Relations • New Employee Orientation • Recruitment • Training • Desktop /Laptop Services • Electronic Document Mgmt. System • Outlook • Internet • Network • Oracle • Telephone • GIS • Application Support • Personnel s& t n e rtm a p e as e D r A ce i v r e S d e y e v Sur

• • • y e v r Su s n o i t Ques Overall Satisfaction Staff Members: • Were knowledgeable and helpful • Were courteous and professional • Understood my needs and concerns I received the information I needed Quality of Service Customer Friendliness Printed Materials were complete and accurate (except GS) County Administrator (except Yu. Count) Financial Services General Services County Attorney Human Resources County Treasurer Constable’s Office Precinct #1

Yu. Count Newsletter • Overall satisfaction • Newsletter provides information that is relevant and helpful • Newsletter presentation is professional • Newsletter is published in a timely manner • Newsletter provides the information I need • Quality of service • Customer friendliness • Newsletter is complete and accurate • Newsletter addresses my needs and concerns y e v r Su s n o i t Ques

Information Technology Services • y e v r Su s n o i t Ques General personnel/GIS/Arc. GIS – overall satisfaction • Specific personnel groups (i. e. help desk, desktop, Oracle, etc…) – Courteous and professional – Seemed to care and understand the importance of my problem – Knowledgeable – Problem was solved within a reasonable amount of time

Information Technology Services • Internet y e v r Su s n o i t Ques – Speed – Reliability • Electronic document management system (EDMS), Outlook (email) Oracle, Application Systems and Telephone – Ease of use/functionality – Reliability • Desktop/Laptop and Network – Speed/functionality – Reliability

Sample Table How would you rate Constable's Office for Precinct 1 services for the characteristics listed below for the past 12 months? Consider: The process of legal documents both civil and criminal provided relative to the operations of your department. Do not consider: Refusal of process service of civil or criminal documents.

Sample Charts Specific Characteristic Ratings

Sample Charts

s t l u es R Ø Service Areas are ranked by department Major Functions in order to align with Strategic Plan. Ø Employees completed surveys • 2014 – 444 • 2013 - 374 Ø Percent of Service Areas rated at 80% or higher: • 2014 – 92% • 2013 – 98% Ø The most rated service area was Email services for ITS.

“Most Improved” Service Area: County Administrator’s Office of Management and Budget 2. 3. 4. 5. HR – Compensation & Benefits General Services – Custodial Finance – Payroll County Admin - Communications

Top 5 Positive Rating Service Areas: 1. Finance - Payroll 99. 41% 2. General Services - Facilities 98. 35% 3. County Admin – Office of Mgmt and Budget 97. 80% 4. HR – Employee Development 97. 52% 5. ITS - GIS 97. 50%