2007 Annual Conference Survey Says! Collecting Feedback From Customers James Collins.

Slides:

Advertisements

Similar presentations

MONITORING OF SUBGRANTEES

Advertisements

Slide 1 FastFacts Feature Presentation October 24, 2013 To dial in, use this phone number and participant code… Phone number: Participant.

Slide 1 FastFacts Feature Presentation February 21, 2013 To dial in, use this phone number and participant code… Phone number: Participant.

Task Group Chairman and Technical Contact Responsibilities ASTM International Officers Training Workshop September 2012 Scott Orthey and Steve Mawn 1.

IMPLEMENTING EABS MODERNIZATION Patrick J. Sweeney School Administration Consultant Educational Approval Board November 15, 2007.

Educational Approval Board Approved Schools Conference EAB Effectiveness Survey Results David C. Dies, EAB Executive Secretary November 9, 2006.

Orientation for New Site Visitors Site Visitor Responsibilities, Expenses, and Training.

Web Based Free Clinics PROCESS OVERVIEW March 13, 2013.

Panel Reviewer Training Overview 1 ANA Objective Panel Review Process Each year, ANA convenes panels of experts to objectively analyze and score eligible.

Human Resources Mission Statement To create and deliver exemplary and innovative Human Resource and Risk Management services, processes, and solutions.

How to make a compliment, comment or complaint North Lincolnshire Council Adult Education Service Question: “If I want to make a compliment, comment or.

CAEP–State Partnerships: New Agreements, New Opportunities 2013 AACTE Annual Meeting Orlando, Florida Mark Lacelle-Peterson, CAEP Senior Vice President.

Corporate Card Helpdesk Customer Satisfaction Survey 2005 Feedback Results.

Session: Case Types Other than BLD - Business Licenses Panelist: Trevor Bennett, City of Anaheim Date: Thursday October 4, 2001.

CLEAR 2008 Annual Conference Anchorage, Alaska “ Promoting Regulatory Excellence Through Surveying” R. David Henderson Executive Director North Carolina.

1 Orientation For Reviews of Initial Credentialing Proposals Ron Briel, Program Manager Licensure Unit Division of Public Health Department of Health &

F L O R I D A D E P A R T M E N T O F B U S I N E S S A N D P R O F E S S I O N A L R E G U L A T I O N Division of Regulation Complaint Process Division.

2007 Annual Conference Administrative Rulemaking Instructor: Amigo Wade Virginia Division of Legislative Services

2007 Annual Conference Document Imaging Nancy Swetnam.

Presenters: Promoting Regulatory Excellence From Pen & Paper to Point & Click: Making the Shift to Paperless Board Meetings Clifford Cooks, DC OPLA Tina.

1 © 2009 University of Wisconsin-Extension, Cooperative Extension, Program Development and Evaluation ONLINE SURVEYS.

Texas Department of Public Safety Mary Geil, Customer Service, Driver License Mark Sassman, Lieutenant, Training Academy.

Paying your MCCFA Dues via our new Website Go to our new website: (you may need to clear your browser cache)

Federal Consulting Group August 2004 Department of Labor Civil Rights Center 2004 Satisfaction Study - Recipients.

CLEAR 2008 Annual Conference Anchorage, Alaska “Promoting Regulatory Excellence Through Surveying” Hari Gupta.

2007 Annual Conference “Using State-of-the-Art Technology in Case Management - From Inspections to Disciplinary Actions” Rhoda Gerard Syntapa Technologies.

2007 Annual Conference “Paperless Board Meetings or How to Get Unlocked From Your Copier” Regina Dinger AL PE and PLS Board.

Presenters: Promoting Regulatory Excellence Effective Use of Online Applications for both Autonomous and Umbrella Regulatory Agencies Ian Silver, CAVU.

ICA SERVICES FROM THE ICA OFFICE RONNA HEINIG MBA, CPA EXECUTIVE DIRECTOR.

Richard Philp New Zealand Inland Revenue Department Session No. 7 Conclusions for tax policy and revenue administration from compliance studies, perception.

Cobb County School District After School Program Financial and Operational Training APS Directors Monday, July 13,2015.

MASFAA 2015 IMPROVING CUSTOMER SERVICE INTERACTIONS Sonja McMullen, Director of Business Development Sallie Mae MASFAA MAY 2015.

Presidents and Administration Mid America Council Friday, April 25th, 2014 Leadership Training Session.

1 Public Outreach October 2008 By Adelina Murtezaj – Public Relation Officer For Inaugural Partnership Activity between ICC and ERO.

Renewing Membership 1.Receive Log In and Password Information 2.Go to and Click on Link Apply/renew onlinewww.upha.org/membership.html.

1 RCTC Customer Service Study - Summary Presentation - Presented by: SNG Research Corporation Mayo High School April 28, 2010.

Assessment Cycle California Lutheran University Deans’ Council February 6, 2006.

Opening the Portal – Walpole Public School District's Success USR06 Lynn Rowan, Software Support Specialist Walpole Public Schools.

EPlan for Advanced Users 2015 ESEA Directors Institute August 27, 2015.

SASA WEBGRAM State Title I Directors July 27, 2011 Topic: 2011 Grantee Satisfaction Survey Patricia A. McKee Acting Director Student Achievement and School.

EDMD 6313 FALL FINAL – PROJECT DEVELOPMENT 3 RD PARTY VENDOR WEBSITE.

August 7, Market Participant Survey Action Plan Dale Goodman Director, Market Services.

Sailing Through NCLEX NCBON EXAM DEPARTMENT

Prepared by Opinion Dynamics Corporation May 2006.

2005 Performance Development System Survey Human Resources Staff Meeting March 20, 2006.

Commitment to Excellence in Nursing Regulation Presented at the 2004 CLEAR Annual Conference September 30 – October 2 Kansas City, Missouri Kathy Apple,

Chapter Secretaries’ Workshop Steven D. Johnson Sooner State Chapter Secretary SCTE.

Prepared by Opinion Dynamics Corporation May 2004.

Presented at CLEAR’s 23rd Annual Conference Toronto, Ontario September, 2003 Accountability and Effectiveness: Maintaining Security at Test Centers Cynthia.

2005 HR Effectiveness Survey Responses and Results.

1 You are a New Member of the JAC; NOW WHAT? As a new Journey-Level Advisory Council (JAC) member, you probably have many questions, including those about.

Preliminary Report NANPA 2009 Performance Numbering Oversight Working Group (NOWG) May 05, 2010 Co-Chairs: Laura Dalton, Verizon Communications Natalie.

State of Idaho RFP02458 RFP issued May 15, 2012 Pre-Proposal Conference May 31, 2012 Questions Due June 4, 2012 Closing Date 5:00 p.m. MT June 21, 2012.

Travel. Handbook References Chapter 4: Reporting – Travel Report 2.

State Facility Directors. State K12 Facility Officials Login 21 st Century School Fund has a grant from the Advancement Project to conduct a feasibility.

November 14, 2011 Rhode Island.  Benefit Year Earnings (BYE): Root Causes Identified:  Agency Causes  Poorly worded messaging  Staff do not “Own Integrity”

Slide 1 FastFacts Feature Presentation November 18, 2015 To dial in, use this phone number and participant code… Phone number: Participant.

School Audits Presented by: Office of the State Auditor Performance Audit Division.

Presenters: Promoting Regulatory Excellence Marlene Dunham Professional Examination Service How Do I Respond to That? Handling Candidate Complaints: A.

Master of Science Speech-Language Pathology Inclusive of SLP Services Credential Credential Finishing Information Spring 2016.

Vacation Rental Complaint Process A major element of the public feedback on vacation rentals has been on the enforcement of existing laws/regulations There.

ESP Chapter Leadership Advanced Session Updated Annually by Second Vice President for Chapter Relations and National Executive Director Updated October.

2015 Internal Customer Satisfaction Survey  Surveys were completed from September through October  All County employees were given the opportunity.

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

2014 Internal Customer Satisfaction Survey Executive Summary o Surveys were completed from September through October o All County employees were.

Company Confidential Americas Aerospace Quality Standards Committee (AAQSC) Private Web Based on SAE Standard Works September 28, 2015 The.

ESP Chapter Leadership Advanced Session Updated Annually by Second Vice President for Chapter Relations and National Executive Director Updated October.

CitiManager Cardholder Self- Registration

The CITI Program Mission Statement Training on regulations with CITI

The CITI Program Mission Statement Training on regulations with CITI

Presentation transcript:

2007 Annual Conference Survey Says! Collecting Feedback From Customers James Collins

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation OVERVIEW Identified customer segments Developed survey instruments for each group Determined distribution methods Distributed surveys to customers Converted data to information (Customer Satisfaction Index) Reported information to staff and stakeholders Acted on feedback

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation CUSTOMER SEGMENTS Renewing Licensees New Licensees Board Members Complainants/Respondents New Board Members Post Orientation

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation SURVEYMONKEY.COM Annual Subscription (less than $300) Ability to create multiple surveys Customer enters data via web page Reporting included Data can be exported Survey development process intuitive

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation SURVEY INSTRUMENT: ONLINE RENEWAL 1.Did you receive an Official Professional License Renewal notification? 2. Were the renewal instructions clear? 3. Please rate the following aspects of online renewal by checking one of the following: Excellent, Good, Average, Fair or Poor. Registration/Logging In Entering Answers Paying By Credit Card Printing 4. Please rate your interaction with Division staff, if applicable: Professional Helpful Courteous Knowledgeable Additional Comments?

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation SURVEY INSTRUMENT: NEW LICENSEE 1.Were the application instructions and other information provided sufficient? 2. Were your inquiries thoroughly addressed in a timely manner? 3. Please rate your interaction with Division staff, if applicable: Professional Helpful Courteous Knowledgeable Additional Comments?

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation SURVEY INSTRUMENTS: BOARD MEMBER 1. Please rate your interaction with Division staff, if applicable: Professional Helpful Courteous Knowledgeable 2. The following areas as they relate to the preparedness of the board/commission administrative staff: Consistent, timely meeting notification Accuracy of agenda Accuracy of minutes Sufficient supporting documentation for decision making 3. Your communication with: Board office Business office (travel, payments & reimbursements, etc.) Directors office Investigative Unit

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation SURVEY INSTRUMENT: BOARD MEMBER (Cont.) 4. The following areas related to facilities:: Parking Restrooms Furniture Environment (temperature, lighting) Additional Comments?

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation SURVEY INSTRUMENT: INVESTIGATIVE 1.Person Completing Survey: Complainant/Respondent 2.Was the investigation handled in a professional manner? 3.Was the complaint handled in a timely fashion? 4.Do you feel your input/response received proper consideration? 5. Please rate your interaction with the investigator: Professional Helpful Courteous Knowledgeable Additional Comments?

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation SURVEY INSTRUMENT: BOARD MEMBER ORIENTATION 1.Person Completing Survey: Professional/Public 2.Was your board orientation handled in a professional manner? 3.Was the orientation conducted in a timely fashion? 4.Was there sufficient information to prepare you for your role? 5. Please rate your interaction with Division staff: Thorough Considerate Prepared Additional Comments?

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation DISTRIBUTION METHODS Online Renewal- Linked to renewal web pages New Licensee- Survey link ed to licensee 30 days after license issuance Board Member- Survey link ed to members annually Investigative- Survey mailed with disposition letters directing person to DPR website link Board Member Orientation- provided to new members at conclusion of orientation (only manually data entered survey)

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation SURVEY RESPONSE RATES (MARCH-JUNE) Online Renewal- 1264/Index 4.53 New Licensee- 44/Index 4.67 Board Member- 94/Index 4.68 Investigative- 17/Index 3.96 Board Member Orientation- 11/Index 5.00 Overall Customer Satisfaction Index: 4.53

Atlanta, Georgia 2007 Annual Conference Council on Licensure, Enforcement and Regulation Speaker Contact Information James Collins Delaware Dept. of State, Division of Professional Regulation 861 Silver Lake Blvd. Suite 203 Dover, Delaware