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2009 Customer Satisfaction Survey Enterprise Project Management Office

2009 Customer Satisfaction Survey Enterprise Project Management Office. Gaye Mays Kathy Bromead October 2009. EPMO Customer Satisfaction Survey Background. First survey in June 2007 using Word document and email – 37 responses. 2009 survey web-based – 71 responses.

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2009 Customer Satisfaction Survey Enterprise Project Management Office

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  1. 2009 Customer Satisfaction Survey Enterprise Project Management Office Gaye Mays Kathy Bromead October 2009

  2. EPMO Customer Satisfaction Survey Background • First survey in June 2007 using Word document and email – 37 responses. • 2009 survey web-based – 71 responses. • Added three benchmarks: project management tool support, quality assurance and advisory group. • Asked agency input on tools such as digital signatures, team collaboration and project management toolkit. • Asked agency input on their maturity of project and portfolio management. • Survey will help guide EPMO and agency improvements in the next two years.

  3. EPMO Customer Satisfaction Survey Highlights • All benchmark areas show improvement over the 2007 survey. • Greatest strength is the people: experienced, knowledgeable, willing to assist and help ensure successful projects. • Feedback supports achievement of EPMO goals (on next page). • Positive comments regarding EPMO website and newsletter. • Agencies and the EPMO have improved and matured in their project management capabilities.

  4. EPMO Customer Satisfaction Survey Achievement of EPMO Team Goals EPMO Team Goals for 08-09: • Improve communication to our customers. • Improve project management knowledge sharing. • Coordinate training to improve and grow project manager skills. • Implement two EPMO processes that provide value to agencies. • Review tools and processes to help improve project quality and reduce project risk. Survey proves commitment by agencies to embrace EPMO goals and improve project management in the agency.

  5. How well does the EPMOprovide direction on moving successfullythrough the project approval process? 15.5% increase to very satisfied, moderate to very 79.5% versus 73%

  6. Project Management Advisor Effectiveness EPMO and agencies working together make this possible

  7. Project Management Advisor Effectiveness Highest Ranking (5 pt. scale) • Problem resolution assistance (4.14) • Reporting project status (4.03) • Risk identification and mitigation (3.84) Greatest Gains • Managing project scope • Risk identification and mitigation • Managing vendors • Managing schedule Smallest Gains • Failing project guidance • Business case development • Reporting project status • Project cost No decrease in effectiveness in any category

  8. EPMO Website Effectiveness 29.7% increase in effective rating, moderate to very 77.6% versus 67.6%

  9. Project Management Advisory Group (PMAG) Effectiveness New benchmark in 2009 survey

  10. PPM Tool Training & Support New benchmark in 2009 survey

  11. EPMO Quality Assurance New benchmark in 2009 survey

  12. EPMO and AgencyImprovement Areas Agencies ranked the areas they would like to improve with help from the EPMO

  13. EPMO and Agency Improvement Areas Bottom 3 areas to improve: • SQA testing • Benefits realization (agencies rate themselves at 2.46) • Web based lessons learned Top 3 areas to improve*: • Business case development (smallest PMA effectiveness gain) • Cost estimating • IT and business partnership management * Project Resource Management ranked 4th but has had much discussion across agencies

  14. Feedback on Future Project Management Tools • PPM Toolkit concept appears to be of interest to the agencies. • Digital signatures and collaboration spaces appear to require more education on benefits of this technology.

  15. Agency Practices in Relation to Project and Portfolio Management Maturity This is an agency rating of their PPM practices

  16. Survey Comments Customer Improvement Ideas • Streamline processes • Improve gate approval process • Increase EPMO assistance at project initiation • Help business people understand project management • Improve understanding of project models like agile or SaaS • Improve QA issue process • Improve PPM tool performance and capabilities • Continue to improve website, documentation, communication and collaboration

  17. Next Steps • EPMO develops 2009-2011 tactical plan based on feedback from customer survey. • Present survey results to key organizations: • Project Management Advisory Group • State CIO and Senior Deputy/Deputy • CIO meeting

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