2. 2014 Internal Customer Satisfaction Survey

3. 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.

4. Methodology 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.

5. 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 Departments & Service Areas Surveyed

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

7. 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 Departments & Service Areas Surveyed

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. 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 Survey Questions

10. 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 Survey Questions

11. Internet –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 Information Technology Services Survey Questions

12. 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.

13. Sample Charts Specific Characteristic Ratings

14. Sample Charts

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

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

18. 2. General Services - Facilities 3. County Admin – Office of Mgmt and Budget 4. HR – Employee Development 5. ITS - GIS 99.41%98.35%97.80%97.52%97.50% Top 5 Positive Rating Service Areas: 1. Finance - Payroll