2. Company LOGO Customer Satisfaction 2013 Yuma County Internal Services Departments Survey Results

3. Executive Summary o Surveys were completed from September through October 2013. o All County employees were given the opportunity to participate either electronically or by 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.

4. Methodology o County employees with internet access were sent emails with instructions and the link to the website address for the survey. o Employees without internet access were sent a hard copy of the survey and a memo giving them the option to complete the survey on designated PCs as well. o Hard copies were also sent to Sheriff’s Department to provide for employees without internet access. o Ratings and employee comments were exported from the vendor’s website for preparation of the survey report.

5. Departments & Service Areas Surveyed Constable’s Office Services Constable’s Precinct #1 Agendas & Record Requests Clerk of the Board Office of Management & Budget Budget & Strategic Planning Communications Public Affairs/Channel 77 Legislative Agenda Risk Management Yu-Count Newsletter County Administrator

6. Departments & Service Areas Surveyed (cont) Treasurer Services County Treasurer Accounting (General Ledger) Accounts Payable (Billing) Payroll Financial Services Custodial Building & Grounds Repair & Maint. Fleet Management General Services

7. Departments & Service Areas Surveyed (cont) Benefits Administration Employee Relations New Employee Orientation Recruitment Training Human Resources Desktop Services Electronic Document Mgmt. System Outlook Internet Laptop Network Oracle Telephone Personnel Information Technology Services

8. Survey Questions 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 YuCount)Financial Services General ServicesCounty Attorney Human ResourcesCounty Treasurer Constable’s Office Precinct #1

9. Survey Questions (cont) 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 YuCount Newsletter

10. Survey Questions (cont) General personnel/GIS/ArcGIS services –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

11. Survey Questions (cont) Internet –Speed –Reliability Electronic document management system (EDMS), Outlook (email) Oracle and Telephone –Ease of use/functionality –Reliability Desktop/Laptop and Active Directory network –Speed/functionality –Reliability Information Technology Services

12. Results Employees completed 374 surveys (161 less than last year). Employees completed 374 surveys (161 less than last year). Of the 46 service areas surveyed, 45 (97.8%) received positive ratings of 80% or higher. This is a slight increase from the 2012 survey when 43 (96%) received positive ratings of 80% or higher. Of the 46 service areas surveyed, 45 (97.8%) received positive ratings of 80% or higher. This is a slight increase from the 2012 survey when 43 (96%) received positive ratings of 80% or higher. The most rated service area was Email services for ITS. The most rated service area was Email services for ITS.

13. Sample Table

14. Sample Charts  Detail Graph: Specific Characteristic Ratings

15. Sample Charts

17. “Most Improved” Service Area: Human Resources: Employee Relations ITS – Email Services ITS – Email Services ITS – Telephone Services ITS – Telephone Services ITS – Desktop/Laptop ITS – Desktop/Laptop General Services – Custodial General Services – Custodial

18. 2. Human Resources- New Employee Orientation 3. ITS – ArcGIS Service & Mapping Data Reliability 4. ITS- GIS Service 5. Finance– Payroll 98.75%98%97.6%97.5%97.2% Top 5 Positive Rating Service Areas: 1. ITS– GIS Team Personnel

19. Thank you to everyone who participated!