2015 Internal Customer Satisfaction Survey Surveys were completed

2015 Internal Customer Satisfaction Survey

Ø Surveys were completed from September through October 2015. Ø All County employees were given the opportunity to participate either electronically or by requesting a hard copy. Ø 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.

Ø County employees with Outlook access received emails with instructions on completing the survey and the link to the survey website. Ø 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. Ø Ratings and employee comments were exported from the vendor’s website for preparation of the survey report.

Constable’s Precinct #1 • Constable’s Office Services County Administrator • Clerk of the Board • Agendas & Record Requests • Office of Management & Budget • Budget & Strategic Planning • Communications • Channel 77 • Risk Management • Yu-Count Newsletter

County Treasurer • Treasurer Services Financial Services • General Ledger • Financial Reporting • Accounts Payable • Compliance • Payroll General Services • Custodial • Building & Grounds Repair & Maint. • Fleet Management

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

County Administrator (except Yu. Count) Financial Services General Services Human Resources Constable’s Office Precinct #1 County Treasurer • • • 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)

Yu. Count Newsletter Ø Overall satisfaction Ø Newsletter provides information that is relevant and helpful Ø Newsletter presentation is professional Ø Newsletter is published in a timely manner Ø Newsletter provides the information I need Ø Quality of service Ø Customer friendliness Ø Newsletter is complete and accurate Ø Newsletter addresses my needs and concerns

Information Technology Services Ø General personnel/GIS/Arc. GIS Ø overall satisfaction Ø Specific personnel groups (i. e. help desk, desktop, Oracle, etc…) Ø Courteous and professional Ø Seemed to care and understand the importance of my problem Ø Knowledgeable Ø Problem was solved within a reasonable amount of time

Information Technology Services Internet Ø Speed Ø Reliability Ø Electronic document management system (EDMS), Outlook (email) Oracle, Application Systems and Telephone Ø Ease of use/functionality Ø Reliability Ø Desktop/Laptop and Network Ø Speed/functionality Ø Reliability Ø

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 Table Specific Characteristic Ratings

Sample Table Satisfaction with XYZ area

Ø Service Areas are ranked by department Major Functions in order to align with Strategic Plan. Ø Employees completed surveys Ø 2015 – 481 Ø 2014 - 444 Ø Percent of Service Areas rated at 80% or higher: Ø 2015 – 98% Ø 2014 – 92% Ø The most rated service area was Yu-Count Newsletter.

“Most Improved” Service Area: Human Resources Employee Relations 2. 3. 4. 5. Constable’s Office Precinct #1 ITS – Applications Support Finance – Accounts Payable County Admin – Support Staff

Top 5 Positive Rating Service Areas: 1. Constable’s Office Precinct #1 2. Finance - Payroll 100. 00% 98. 81% 96. 42% 3. General Services – Building & Grounds Repair & Maintenance 4. ITS – GIS 5. HR – Employee Development 96. 03% 95. 31%