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Service Area Summary

By Frank Morgan,2014-11-24 09:03
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Service Area Summary

    Department of Administrative Services

    Oregon Progress Board

    Customer Service Survey Results

    March 2006

Prepared by Department’s Survey Results Team

    Dawn Farr, Survey Coordinator

    Kate Coffey, Operations Division

    Tina Edlund, Office of Health Policy & Research

    Chane Griggs, Director’s Office

    James Oliver, Office of Health Policy & Research Scott Riordan, Information Resources Management Division

    Whitney Temple, Oregon Progress Board

    Kanhaiya Vaidya, Office of Economic Analysis

    Lisa VanLaanen, State Controller’s Division

I. Executive Summary

The Division

    The Oregon Progress Board is an independent state planning and oversight agency. Created by the Legislature in 1989, the Board is responsible for monitoring the state's 20-year strategic vision, Oregon

    Shines. The Board also reports biennially on Oregon’s quality of life, as measured by 90 Oregon Benchmarks; delivers county-level quality-of-life data on 30 of the 90 benchmarks; helps state agencies develop and communicate externally reported, key performance measure data.

The Customer Service Survey

    The Department of Administrative Services (DAS) Customer Service Survey was developed following the Recommended Statewide Customer Service Performance Measures Guidance. The Guidelines define

    customer satisfaction as the percentage sum of good and excellent ratings for six service criteria: timeliness, accuracy, helpfulness, expertise, information availability and overall quality. The Department added two additional criteria (rapport and follow-through) to gather a broader understanding of customer service expectations. The 2006 survey establishes a new customer satisfaction baseline.

In March 2006, survey data is reported in the Department of Administrative Services Combined Customer

    Service Survey Results and Service Area Summaries. In September 2006, data will be used to report on

    the customer service key performance measure in the DAS’ Annual Performance Progress Report.

    Results are also used as input into the DAS strategic and operational planning processes.

Progress Board Customer Satisfaction Findings and Conclusions

    Findings and conclusions were offered throughout the report. What follows is a quick summary of this information:

    ; The final number of responses for the Progress Board was 56, which represents two percent of the

    DAS Combined results.

    ; Progress Board satisfaction results were highest for expertise and follow-through (both were 83%)

    and lowest for information availability (66%).

    ; Progress Board satisfaction results are above DAS Combined results for all service criteria.

    ; A comparison of satisfaction results to importance ratings suggests that the Progress Board’s

    greatest improvement opportunity is information availability.

    ; The small number of narrative comments makes it inappropriate to draw any conclusions about

    satisfaction.

    ; When the demographic data is separated for the Progress Board, the resulting subsets are too

    small to use for drawing conclusions.

II. Total Number of Survey Responses

    Total responses for the original Oregon Progress Board (Progress Board) survey were 47. When the DAS customer list was consolidated to eliminate duplications, one of the Progress Board’s customer lists was

    mistakenly omitted. A follow-up survey was sent to this list of omitted customers, and an additional nine responses were received. The final number of responses for the Progress Board was 56, which represents two percent of the DAS Combined results.

Table 1: Total Responses

     Number of Percent of Total

    Survey Service Area Responses Responses

    OPB 47 100%

    OPB + additional responses 56 100%

    The DAS Combined report was not adjusted to reflect the additional data gathered during the follow-up survey because the small number of additional responses did not impact the DAS overall results. The information did influence Progress Board results, so it is included in this report

III. Progress Board Customer Satisfaction Results

    The customer satisfaction results are calculated as the sum of good and excellent as a percentage of total responses. Satisfaction results are available for eight service criteria: timeliness, accuracy, helpfulness, expertise, information availability, overall quality, rapport, and follow-through.

    This report of Progress Board results includes the additional nine responses gathered during the follow-up survey.

Table 2: Customer Satisfaction Results

     Information Overall Follow-

    Survey Area Timeliness Accuracy Helpfulness Expertise Availability Quality Rapport through

    70% 73% 80% 80% 65% 65% 81% 80% OPB

    71% 74% 81% 83% 66% 70% 81% 83% OPB + additional

    DAS Combined 67% 70% 74% 75% 59% 67% 78% 70%

    Progress Board satisfaction results were highest for expertise and follow-through (both were 83%) and lowest for information availability (66%). Progress Board satisfaction results are above DAS Combined results for all service criteria.

Graph 1: Progress Board and DAS Combined Customer Satisfaction Results

    100%

    90%

    80%

    70%

    60%

    50%

    40%

    30%

    20%

    10%

    0%

    TimelinessAccuracyHelpfulnessExpertise InformationOverallRapport Follow-

    AvailabilityQualitythrough

    OPBDAS Combined

    The next section compares customer satisfaction results to importance ratings. Importance ratings are calculated as the sum of important and very important responses. The overall quality results are not included because importance data is not available for this service criterion.

Graph 2: Progress Board Satisfaction Results Opportunities

    100%

    90%

    Expertise/F-thru

    RapportHelpfulness80%

    Accuracy

    Timeliness70%

    Info Avail

    60%

    Satisfaction Results50%

    40%

    40%50%60%70%80%90%100%

    Importance Ratings

     The criteria that fall in the lower right hand quadrant are the ones that fall below the average DAS Combined customer satisfaction result of 70%. Progress Board satisfaction results for information availability fall in this quadrant. This comparison of satisfaction results to importance ratings suggests that the Progress Board’s greatest improvement opportunity is information availability.

Progress Board Comments Summary

    Respondents were asked to provide feedback on what might be done to improve the quality of Progress Board services. While a few respondents praised services provided, most offered suggestions for

improvement. Of the Progress Board’s total responses, 24% or 14 responses included a narrative

    comment. This is significantly below the DAS combined narrative response rate of 34%.

    What follows is a list of the common themes; identified by bold text. Next to each theme are paraphrased comments or excerpts from the comments that provide a synopsis of the feedback offered.

    ; Performance measurementLegislative changes to measures without agency or Progress

    Board involvement is time consuming and expensive for agencies; customer service benchmarks

    are confusing and potentially expensive; guidance and assistance in developing meaningful.

    measures has been weak; simplify the process; requirements are hard for small agencies to meet

    ; Other productsthere seems to be lag in the time lines for the county data book; re-think the

    structure for the Oregon Population Survey

    The small number of narrative comments makes it difficult to draw any conclusions about satisfaction.

IV. Progress Board Demographics Results

    Respondents were asked to respond to four demographic questions: agency size, respondent position, length of interaction with DAS, and DAS employee yes or no. When the demographic data is separated for the Progress Board, the resulting subsets are too small to use for drawing conclusions.

V. Progress Board Results Findings and Conclusions

    Findings and conclusions were offered throughout the report. What follows is a quick summary of this information:

    ; The final number of responses for the Progress Board was 56, which represents two percent of the

    DAS Combined results.

    ; Progress Board satisfaction results were highest for expertise and follow-through (both were 83%)

    and lowest for information availability (66%).

    ; Progress Board satisfaction results are above DAS Combined results for all service criteria.

    ; A comparison of satisfaction results to importance ratings suggests that the Progress Board’s

    greatest improvement opportunity is information availability.

    ; The small number of narrative comments makes it inappropriate to draw any conclusions about

    satisfaction.

    ; When the demographic data is separated for the Progress Board, the resulting subsets are too

    small to use for drawing conclusions.

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