1. 2010 DOP Customer Feedback Survey Summary Report DOP Overall Goals:  HR Leadership and Direction  Sound HR Foundation  Supportive HR Tools, Services, and Information  High Performing DOP State of Washington Department of Personnel Eva Santos, Director December 2010 Page 2Background information Page 3-4Overall satisfaction Page 5Survey results at a glance Page 6Survey questions Page 7-17Results per survey category/question Page 18Areas of strength and needing improvement Page 19Next steps – follow through on survey feedback

2. In late October 2010, the Department of Personnel (DOP) conducted an on-line survey to get customer feedback on its key services. The survey was intended to gather information on what’s working well and what’s not. In addition, the survey results provide baseline data for many of the performance measures in DOP’s 2011-2013 strategic plan. The survey was sent by email from Director Eva Santos to all agencies, except the 37 involved in Phase 1 of small agency shared services initiative. A separate smaller survey was sent to higher education HR directors. Survey response rates:  State agencies:Agency Directors = 20% Agency HR Directors = 79%  Higher education HR Directors = 44%. 12 from community/technical colleges; 4 from four-year universities. 2 Agency SizeAgency DirectorsHR Directors < 50 employees01 50-10024 151-500213 501-1,00012 1,001 – 5,00039 > 5,00011 Total 9 (20%) 30 (79%) DOP 2010 Customer Survey Results Background Information

3. As shown below, 67% of all respondents indicated overall satisfaction with DOP services. 69% felt DOP is responsive to their business needs. And, 77% indicated that DOP staff are professional and service-oriented. While these are very good ratings, it is noted that up to one-fourth of respondents gave a “neutral” response indicating a fair share of mixed opinions. 3 DOP 2010 Customer Survey Results Overall Satisfaction Results Response rates:Agency Directors = 9 (20%) Agency HR Directors = 30 (79%) Higher ed HR Directors = 16 (44%)

4. Customers were asked which DOP services they most valued, which needed most improvement, and what other areas of expertise DOP should developed. Subjects that received multiple mentions are shown below. Interestingly, subjects seen as most valued were also mentioned as needing improvement, although usually the reference was to specific aspects of that overall function or service. Analysis of this information in conjunction with the ratings for each survey question (shown on the following pages) led DOP’s senior management team to draw some high level conclusions about what’s working, what’s not, and what improvements should be undertaken. The survey results validated much of what has been included in DOP’s 2011-13 Strategic Plan and helps solidify priority action plans. 4 DOP 2010 Customer Survey Results Overall Satisfaction Results (continued) Most ValuedMost Needing ImprovementFurther Expertise Desired  Rules-related  Classification/compensation services  Training-related  HRMS-related  Consultation, guidance, expertise  HR leadership, information sharing  New on-line recruitment system  Workforce data, metrics, research  Employee Assistance Program  Service Center/ HRMS Help Desk  Classification/compensation related  Training-related  HRMS-related  Communications-related, involvement, information  Rules-related  DOP staff need field perspective  Small agency support  Central resource for emerging HR issues, policy, law/legal issues  Central, trained investigators  On-line training for required subjects  Compensation expertise  Orgn development, workforce planning, strategic planning, performance mgmt  Best practices, benchmarking, metrics  Policy templates/policy alignment

5. Leadership & Collaboration Classification & Compensation Personnel Rules Recruitment Services Training & Development HRMS Pers/Payroll WF Data & Information Overall 5 Note: Questions labeled with (*) reflect ratings from all three customer groups, including higher education HR directors. All other questions include agency directors and agency HR directors only. DOP 2010 Customer Survey Results Results at a Glance The customer feedback survey for agency directors and HR directors contained a total of 50 questions, 39 asked for ratings, 11 were open-ended for comments. The version for higher education HR directors was much shorter. Combined results for each of the rated questions are displayed below. The specific questions asked are listed on the following page.

6. 2010 DOP Customer Survey Questions (rated questions only) 1a* It is clear which HR roles & responsibilities belong to DOP and which belong to agencies. 1b. DOP promptly brings emerging statewide HR issues to the attention of agencies. 1c. DOP seeks agency input & involvement in the decision-making process before making major enterprise HR changes. 1d. DOP communications on statewide HR management matters are informative and useful to my agency. 3a* Job classification structure supports my agency’s business needs. 3b* Class specs used by my agency are clear and understandable. 3c* Can easily allocate most of our jobs to classes as currently written. 3d* Classification information and tools on DOP’s website are useful. 3e* Compensation tools and resources on DOP’s website are helpful. 3f* DOP has expertise we can rely on for class & comp assistance. 6a* Personnel rules written in clear, understandable language. 6b* We can usually interpret and apply rules without DOP assistance. 6c* We can easily find all the rules that apply to a particular issue. 6d* Rules are flexible & responsive to agency’s changing business needs. 6e* Rules modification process is clear and understandable. 6f* DOP has the expertise we can rely on for assistance with the rules. 8a. The new on-line recruitment system (OLRS) is easy to use. 8b. The new OLRS increases the efficiency of my agency’s recruitment process. 8c. The new OLRS gives us needed data and information to manage our recruitment process. 8d. The recruitment tools and info on DOP’s website are useful in helping us meet our recruitment needs. 8e. DOP has the expertise we can rely on for assistance with recruitment matters. 10a. The variety of training topics offered by DOP meets my agency’s generic training needs. 10b. The training courses offered by DOP are of high quality. 10c. DOP’s training website contains the information we need to access DOP- provided training. 10d. The state's EAP is a useful resource to my agency for addressing workforce productivity issues. 13a. DOP assistance with payroll processing issues is timely. 13b. DOP has expertise we can rely on for payroll processing support. 13c. Information on HRMS changes, maintenance, enhancements, etc. is timely communicated. 13d. HRMS notices & communications are readily accessible. 13e. The information and resources on DOP's payroll website are useful in helping my agency with payroll processing and related issues. 15a. We are able to access our agency's workforce data with relative ease. 15b. The WF data on DOP's website offers useful info for tracking statewide progress, making comparisons, informing research, etc. 15c. The data & info made available through DOP has improved my agency's ability to make data-driven decisions on WF issues. 15d. Our senior management uses our agency HR Mgmt Report to monitor our workforce management practices. 15e. The research & resources section of DOP's Strategic HR website provides info ….. that is valuable to my agency. 17a* DOP is professional and service oriented. 17b* DOP is responsive to our business needs. 17c* Overall, we are satisfied with DOP services. Note: Questions labeled with (*) were asked of all three customer groups, including higher education HR directors. All other questions were asked of agency directors and agency HR directors only. 6

7. Detailed results for each survey question are charted on the following pages. Results are shown for each customer group, as well as a combined score. Note that agencies received a longer version of the survey than higher education institutions, therefore many questions do not have a response from higher ed. The numbering system for the questions may seem confusing. This is due to the formatting needs of the online survey tool which required a question number to be given to spaces reserved for open-ended comments. Although specific comments are not shown in this report, they were carefully read and that analysis is included in the conclusions. Results are organized as follows: 7 DOP 2010 Customer Survey Results Survey Results per Question Page 8 Page 9 Page 11 Page 13 Page 14 Page 15 Page 16 Page 17 HR Leadership and collaboration Classification and compensation Personnel rules Recruitment services Training and development services HRMS personnel/payroll Workforce data and information Overall perceptions

8. 1.a It is clear which HR roles and responsibilities belong to DOP and which belong to agencies. 1.b DOP promptly brings emerging statewide HR issues to the attention of agencies. 1.c DOP seeks agency input & involvement in the decision-making process before making major enterprise HR changes. 1.d DOP communications on statewide HR management matters are informative and useful to my agency. Disagree Tend to Disagree Tend to Agree Neutral Agree Don't Know DOP 2010 Customer Survey Results HR Leadership and Collaboration 8 Response rates:Agency Directors = 9 (20%) Agency HR Directors = 30 (79%) Higher ed HR Directors = 16 (44%)

9. Disagree Tend to Disagree Tend to Agree Neutral Agree Don't Know 3.a Job classification structure supports my agency’s/institution’s business needs. 3.b Class specifications used by my agency/institution are clear and understandable. 3.c Can easily allocate most of our jobs to the classes as currently written. 9 DOP 2010 Customer Survey Results Classification and Compensation Response rates:Agency Directors = 9 (20%) Agency HR Directors = 30 (79%) Higher ed HR Directors = 16 (44%)

10. Disagree Tend to Disagree Tend to Agree Neutral Agree Don't Know 3.d Job class information and tools on DOP’s website are useful. 3.e Compensation tools and resources on DOP’s website are helpful. 3.f DOP has expertise we can rely on for class & compensation assistance. 10 DOP 2010 Customer Survey Results Classification and Compensation (continued) Response rates:Agency Directors = 9 (20%) Agency HR Directors = 30 (79%) Higher ed HR Directors = 16 (44%)

11. Disagree Tend to Disagree Tend to Agree Neutral Agree Don't Know 6.a Personnel rules written in clear, understandable language. 6.b We can usually interpret and apply rules without DOP assistance. 6.c We can easily find all the rules that apply to a particular issue. 11 DOP 2010 Customer Survey Results Personnel Rules Response rates:Agency Directors = 9 (20%) Agency HR Directors = 30 (79%) Higher ed HR Directors = 16 (44%)

12. 6.d Rules are flexible and responsive to my agency’s changing business needs. 6.e Rules modification process is clear and understandable. 6.f DOP has the expertise we can rely on for assistance with the rules. 12 DOP 2010 Customer Survey Results Personnel Rules (continued) Disagree Tend to Disagree Tend to Agree Neutral Agree Don't Know Response rates:Agency Directors = 9 (20%) Agency HR Directors = 30 (79%) Higher ed HR Directors = 16 (44%)

13. Disagree Tend to Disagree Tend to Agree Neutral Agree Don't Know 8.a The new on-line recruitment system is easy to use. 8.c The new OLRS gives us needed data and information to manage our recruitment process. 8.d The recruitment tools and info on DOP’s website are useful in helping us meet our recruitment needs. 8.b The new OLRS increases the efficiency of my agency’s recruitment process. 8.e DOP has the expertise we can rely on for assistance with recruitment matters. 13 DOP 2010 Customer Survey Results Recruitment Services Response rates:Agency Directors = 9 (20%) Agency HR Directors = 30 (79%) Higher ed HR Directors = 16 (44%)

14. Disagree Tend to Disagree Tend to Agree Neutral Agree Don't Know 11. Preferred method for training delivery in the future: 10.a The variety of training topics offered by DOP meets my agency’s generic training needs. 10.b The training courses offered by DOP are of high quality. 10.c DOP’s training website contains the information we need to access DOP- provided training. 10.d The state's EAP is a useful resource to my agency for addressing workforce productivity issues. Agency Directors: 22% Classroom 44% On-line 33% Other (both) Agency HR: 21% Classroom 35% On-line 45% Other (both) Combined: 21% Classroom 37% On-line 42% Other (both) 14 DOP 2010 Customer Survey Results Training and Development Services Response rates:Agency Directors = 9 (20%) Agency HR Directors = 30 (79%) Higher ed HR Directors = 16 (44%)

15. Disagree Tend to Disagree Tend to Agree Neutral Agree Don't Know 13.a DOP assistance with payroll processing issues is timely. 13.c Information on HRMS changes, maintenance, enhancements, etc. is timely communicated. 13.d HRMS notices & communications are readily accessible. 13.b DOP has expertise we can rely on for payroll processing support. 13.e The information & resources on DOP's payroll website are useful in helping my agency with payroll processing and related issues. 15 DOP 2010 Customer Survey Results HRMS Personnel/Payroll Response rates:Agency Directors = 9 (20%) Agency HR Directors = 30 (79%) Higher ed HR Directors = 16 (44%)

16. Disagree Tend to Disagree Tend to Agree Neutral Agree Don't Know 15.a We are able to access our agency's workforce data with relative ease. 15.c The data & info made available through DOP has improved our ability to make data-driven decisions on WF issues. 15.d Our senior management uses our HR Mgmt Report to monitor our workforce management practices. 15.b The workforce data on DOP's website offers useful info for tracking statewide progress, agency comparisons, informing research, etc. 15.e The research & resources section of DOP's Strategic HR website provides info on best practices, innovative ideas, & research resources that is valuable to my agency. 16 DOP 2010 Customer Survey Results Workforce Data and Information Response rates:Agency Directors = 9 (20%) Agency HR Directors = 30 (79%) Higher ed HR Directors = 16 (44%)

17. 17.a DOP is professional and service oriented. 17.b DOP is responsive to our business needs. 17.c Overall, we are satisfied with DOP services. 17 DOP 2010 Customer Survey Results Overall Perceptions Disagree Tend to Disagree Tend to Agree Neutral Agree Don't Know Response rates:Agency Directors = 9 (20%) Agency HR Directors = 30 (79%) Higher ed HR Directors = 16 (44%)

18. Based on the feedback in the customer survey, some specific areas of strength and weakness are highlighted. This is based on an analysis of the comments and the survey ratings, including a close look at the percent of “neutral” ratings. 18 DOP 2010 Customer Survey Results Conclusions – specific strengths and weaknesses Specific Areas of StrengthSpecific Areas of Weakness  All three Overall Perceptions questions scored 70% or higher – indicating good strength in overall DOP responsiveness, professionalism, service-orientation, and overall satisfaction.  Personnel Rules –Numerous positive comments on expertise and responsiveness of rules staff –Agency staff can usually interpret and apply the rules HRMS notices are timely communicated and readily accessible  Training website right on target with information needed to access DOP training  New on-line recruitment system is a true winner - well received by all  Many other strong areas, particularly certain individual questions  Job classification - Many class specifications not responsive to agency need. Outdated and confusing, thus difficult to properly allocate jobs.  Personnel rules - Q & A format of rules is difficult to navigate and find what/all that’s needed to address HR issues.  Workforce Data & Information – Appears to be lack of awareness of the data and information on DOP’s Strategic HR website and how it can be used. Also, performance measures in HRM Report need review.  Training – Concerns about expense of training. Also, want more on-line training, especially for required subjects.  More proactive communication on emerging HR issues; more avenues. Also, wider opportunity for up-front input that is meaningful  More DOP staff need field experience or perspective.

19. The survey provides high level indicators of what’s working well and what needs to be improved. More in-depth research (e.g., focus groups) needs to occur to pinpoint specifics in order to take appropriate action. This will be incorporated into DOP’s strategic plan implementation. At this point, some of the key areas of focus identified by DOP’s senior management team after reviewing the survey results and comparing it to the 2011-13 strategic plan include:  Use HR Governance process to identify feasible improvements to classification system.  Continue to refine classification and appeals analysis process to ensure more thorough understanding of agency business operations in order to find best class fit for jobs.  Secure DOP staff expertise in compensation issues.  Improve navigation of the civil service rules.  Increase awareness of available data, resources, and current DOP services.  Increase availability of on-line training, especially for state required subjects. It is noted, however, that timing for implementation is in question right now due to current budget uncertainties and the consolidation proposals included in the Governor’s 2011 -13 budget. Once decisions are finalized on consolidation of services, the results of the survey will be shared with the Department of Enterprise Services and the Office of Financial Management. The Department of Personnel wants to give a big THANK YOU to those of you that completed the survey. The DOP 2010 Customer Feedback Survey provided invaluable information to validate the strategies set forth in DOP’s 2011- 13 Strategic Plan and provide baseline data for its performance measures. DOP extends its sincere appreciation to all of those who took time to participate in the survey. 19 DOP 2010 Customer Survey Results Conclusions – Next Steps