2015 Internal Customer Satisfaction Survey

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

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

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

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

Benefits Administration Employee Relations New Employee Orientation Recruitment Training Human Resources Desktop /Laptop Services Electronic Document Mgmt. System Outlook Internet Network Oracle Telephone GIS Application Support Personnel Information Technology Services

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 ServicesHuman Resources Constable’s Office Precinct #1County Treasurer

 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

 General personnel/GIS/ArcGIS  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  Speed  Reliability  Electronic document management system (EDMS), Outlook ( ) Oracle, Application Systems and Telephone  Ease of use/functionality  Reliability  Desktop/Laptop and Network  Speed/functionality  Reliability Information Technology Services

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.

Specific Characteristic Ratings Sample Table

Satisfaction with XYZ area

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

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

2. Finance - Payroll 3. General Services – Building & Grounds Repair & Maintenance 4. ITS – GIS 5. HR – Employee Development % 98.81% 98.81% 96.42% 96.42% 96.03% 96.03% 95.31% 95.31% Top 5 Positive Rating Service Areas: 1. Constable’s Office Precinct #1