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Administrative Services Internal Customer Satisfaction

HIDDEN SLIDE. Administrative Services Internal Customer Satisfaction .

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Administrative Services Internal Customer Satisfaction

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  1. HIDDEN SLIDE Administrative Services Internal Customer Satisfaction

  2. Budget Activity: ASD – Accounting (Combined for 2012) Purpose: Provide dynamic stewardship of public resources Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively • Agency Priority:Provide Bold Leadership and Exceptional Service HIDDEN SLIDE Analysis: This is the first time surveying Accounting as one unit. Past surveys were split . The April 2012 results are not surprising , but expected with staff turnover, several staff out for an extended time, and training of new staff all during the several months prior to the survey. October 2010 results were: Grants and Loan Management: overall average 4.20 Accounts Payable, Cashiering & Payroll: overall average 4.44 Additional 2010 segmented data is available in hidden slides 3 and 4. April 2012 Survey Results Survey Scores • Action Plan 2

  3. Budget Activity: ASD – Budget Services Purpose: Provide dynamic stewardship of public resources Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively • Agency Priority:Provide Bold Leadership and Exceptional Service HIDDEN SLIDE Analysis: Budget Services Average Overall Customer Satisfaction April 2012 Survey Results Survey Scores Survey Scores 1380 Service Requests 173 Responses 1274 Service Requests 161 Responses 1344 Service Requests 176 Responses 1095 Service Requests 98 Responses 1114 Service Requests133 Responses • Action Plan 5

  4. April 2012 Survey Results • Budget Activity: ASD – Office Services (Combined for 2012) Purpose: Respond to all requests for assistance in a timely and courteous manner Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively • Agency Priority:Provide Bold Leadership and Exceptional Service HIDDEN SLIDE Analysis: This is the first time surveying Office Services as one unit. October 2010 results were: Facilities, Mail & Telecommunications : overall average 4.50 Purchasing: overall average 4.58 Additional 2010 segmented data is available in hidden slides 7 and 8. April 2012 Status: Overall Average for all three programs : 4.63 Survey Scores

  5. April 2012 Survey Results • Budget Activity: ASD – Human Resources and Payroll (Combined for 2012) Purpose: Respond to all requests for assistance in a timely and courteous manner Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively • Agency Priority:Provide Bold Leadership and Exceptional Service HIDDEN SLIDE Analysis: This is the first time surveying Human Resources and Payroll as one unit. October 2010 results were: Human Resources’ overall average = 4.29 Payroll data not available, as it was combined with accounts payable. Additional 2010 segmented data is available in hidden slide 10. The April 2012 results: Show Human Resources’ overall average increased to 4.43. This includes Payroll data. The comments from the survey drive the planned activity below. Survey Scores

  6. April 2012 Survey Results • Budget Activity: ASD – Information Services Purpose: Respond to all requests for assistance in a timely and courteous manner Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively • Agency Priority:Provide Bold Leadership and Exceptional Service Analysis: Information Services Average overall customer satisfaction Survey Scores Survey Scores 12 12

  7. HIDDEN SLIDE • Action Plan Continued 13

  8. Budget Activity: ASD – Office ServicesPurpose: Increase the visibility of the Commute Trip Reduction (CTR) PlanPriority of Government: Strengthen the ability of state government to achieve results efficiently and effectively • Agency Priority:Provide Bold Leadership and Exceptional Service HIDDEN SLIDE • Analysis: • This chart reflects real time data because of a policy change requiring employees to submit their CTGR Incentive forms no later than 15 days from the close of the quarter. This allows us to show the percentage of employees that participated for the quarter and the amount of money paid to participants in real time. • Balance was $2,351. $4,100 Spent this quarter, leaves a negative balance in the CTR Parking fund of ($1,749.00). • Participation is measured by percentage of Commerce employees that completed a CTR calendar and received a subsidy award. • There are currently 175 employees registered in the CTR program. $9k $10k $9k $6k $7k $7k 87 81 106 136 140 158 115 109 104 98 85 • Action Plan This slide is updated quarterly with no lag in data. 14

  9. Budget Activity: ASD – Office ServicesPurpose: Increase the visibility of the Commute Trip Reduction (CTR) PlanPriority of Government: Strengthen the ability of state government to achieve results efficiently and effectively • Agency Priority:Provide Bold Leadership and Exceptional Service HIDDEN SLIDE 87 81 106 136 140 158 115 109 104 98 15

  10. Budget Activity: ASD Accounting – Successful Employee Travel Voucher Training Percentage • Purpose: Perform analysis on successful travel voucher submittal to determine training success and increase payment timelinessPriority of Government:Strengthen the ability of state government to achieve results efficiently and effectively • Agency Priority:Provide Bold Leadership and Exceptional Service HIDDEN SLIDE • Analysis: • Prevention vs. Correction: The graph reflects the need for Travel staff to train / work with program staff in travel / system rules so less time is spent adjusting voucher data so employees receive accurate payment in a timely manner. • New TEMS should help with successful voucher submittal since it automatically calculates rates, one of the highest non-successful issues. New TEMS target at 95% successful voucher submission. • FY11 Q5 July to Sept 2010 – 217 vouchers; 36 returned • FY11 Q6 Oct to Dec 2010 – 281 vouchers; 54 returned • FY11 Q7 Jan to Mar 2011 – 174 vouchers; 23 returned • FY11 Q8 Apr-June 2011 239 vouchers; 19 returned • FY12 Q1 July-Sept 2011 267 vouchers; 9 returned – target achieved • FY12 Q2 Oct-Dec 2011 260 vouchers; 17 returned for correction • FY12 Q3 Jan-Mar 2012 202 vouchers; 7 returned for correction • FY 12 Q4 Apr-Jun 2012 305 vouchers; 11 returned for correction Sample Update Label: This slide is updated quarterly with no lag in data. (Calibri, 8 pt., Italic) • Action Plan 16

  11. Budget Activity: ASD – Central Contracting Purpose: Support minority and women owned businesses Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively Agency Priority: Make Washington the best state in the country to start and grow a small business HIDDEN SLIDE Percent of Dollars to Contractors that are OMWBE Certified • Analysis: • The purpose of the Minority Women’s Business Enterprise (MWBE) Program is to increase Commerce’s expenditures with for-profit Washington businesses that are both small and disadvantaged • The Minority Women’s Business Enterprise Program accomplishes the following: • Promotes diversity • Helps small business • Complies with Washington State MWBE goals • Complies with requirements from federal funding sources • Commerce has committed to goal of 10% Minority Business Enterprise (MBE) and 4% Women’s Business Enterprise (WBE) usage for FY 12 • Action Plan FY’12

  12. Budget Activity: ASD Information Services Purpose: Migrate network infrastructure to VMware, and state data centerPriority of Government: Strengthen the ability of state government to achieve results efficiently and effectively Agency Priority:Provide Bold Leadership and Exceptional Service • Analysis: • Phase 1 of the virtualization project is to virtualize the planned 49 servers by the end of FY11 Q8. • At the completion of Phase 1, 114% (56) of Commerce Phase 1 planned servers were virtualized by end of FY11 Q8. • A Phase 2 of the virtualization effort to virtualize all identified (75% total) remaining candidate servers was begun in FY12 Q1 and is scheduled to complete in FY 12 Q4. • The new backup solution will be implemented FY12 Q4 allowing the rest of the servers to be migrated. • The planned total for virtualizing 74 servers by FY 12 Q4 was exceeded, with a final total of 76 servers (103% of planned) completed. The Commerce server environment is now 78% virtualized. This slide is updated quarterly with no lag in data. 21

  13. Budget Activity : ASD – Human ResourcesPurpose: To measure Grievances and AppealsPriority of Government: Provide Bold Leadership and Exceptional Service Agency Priority: Strengthen the ability of state government to achieve results efficiently and effectively HIDDEN SLIDE • Analysis: • Two grievances were filed in FY12 Q4. Both were withdrawn. • No grievances were filed in FY11 Q4. All three grievances filed in Q3 were withdrawn. • Disciplinary grievances are complaints made by represented employeesabout “formal” disciplinary action, which includes only dismissal, suspension, demotion or salary reduction. • Non-Disciplinary grievances are complaints made by represented employeesalleging contract violations about anything except “formal” disciplinary action, including letters of reprimand. • Appeals are complaints made by non-represented employees alleging rule violations, made to the Personnel Resources Board. • Action Plan

  14. Budget Activity : ASD – Human ResourcesPurpose: To measure SuccessFactors Scores across the AgencyPriority of Government: Provide Bold Leadership and Exceptional Service Agency Priority: Strengthen the ability of state government to achieve results efficiently and effectively HIDDEN SLIDE • 2010-2011 Performance Review Analysis: • We have begun reviewing SuccessFactors scores relative to turnover. From May 1, 2010, through April 30, 2011, of the 273 employees on annual review forms, 18 (6%) received a score of less than 3.0. 17 of the 18 remain Commerce employees. (1 left voluntarily.) • 2011-2012 Performance Review Analysis: • From May 1, 2011, through April 30, 2012, of the 265 employees on annual review forms, 11 (4%) received a score of less than 3.0. All of the 11 remain Commerce employees. • Action Plan

  15. Budget Activity : ASD – Human Resources Purpose: To measure the number of WMS Employees as compared to all employees by Division.Priority of Government: Provide Bold Leadership and Exceptional Service Agency Priority: Strengthen the ability of state government to achieve results efficiently and effectively HIDDEN SLIDE • Analysis: • This graph shows the percentage of WMS employees in Commerce. • Our WMS control point is 12.9% of our total employees. In FY12 Q4, we had 33 WMS employees, or 10.5% of our head count. In Q3, we had 34 WMS employees, or 10.82% of our head count. In FY 12 Q2, we had 35 WMS employees, or 11.8% of our head count. • We have not exceeded our control point for at least 4 years. • The somewhat dramatic fluctuation in this data is the result of changes in the non-WMS employee population. • Action Plan

  16. Budget Activity : ASD – Human Resources Purpose: To measure the number of WMS Employees as compared to all employees by Division.Priority of Government: Provide Bold Leadership and Exceptional Service Agency Priority: Strengthen the ability of state government to achieve results efficiently and effectively HIDDEN SLIDE • Analysis: • Our WMS control point is 12.9% of our total employees. In FY12 Q4, we had 33 WMS employees, or 10.5% of our head count. In FY12 Q3, we had 33 WMS employees, or 10.82% of our head count. This graph shows the number of WMS employees by division over the past year. • Employee count as of 4/01/2012: • ASD – 41 • BSD – 27 • CSHD – 145 • DO – 6 • IPPD – 35 • LGID – 59 • TOTAL – 313 • Action Plan

  17. Budget Activity : ASD – Human ResourcesPurpose: To measure quality of hirePriority of Government: Provide Bold Leadership and Exceptional Service Agency Priority: Strengthen the ability of state government to achieve results efficiently and effectively HIDDEN SLIDE • Analysis: • Commerce is negatively effected if it loses talent in the first year, or is dealing with a poor employee. • This shows new hires who • Remain with Commerce beyond their one-year anniversary; • Score at least “meets expectations” on their first SuccessFactors review ; and • Are not on a performance improvement plan • as a per cent of all new hires. • In FY10 Q1 one employee who was deemed a poor performer left during the first year of Commerce employment. In FY10 Q3 one employee who was deemed a poor performer left during the first year of Commerce employment. Quality of Hire 1/1/2010 – 6/30/2011

  18. Budget Activity : ASD – Human ResourcesPurpose: To measure good and bad turnoverPriority of Government: Provide Bold Leadership and Exceptional Service Agency Priority: Strengthen the ability of state government to achieve results efficiently and effectively HIDDEN SLIDE • Analysis: • We are reviewing a number of factors (final SuccessFactors’ scores, disciplinary history, reasons for leaving) for each employee who leaves the agency to determine if it is good, bad, or neutral turnover (for the agency). • Each category has its own target: good turnover is 75%, neutral is 25%, and bad is 25%. • Action Plan 38

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