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Our seven internal-facing Departments (DGS, DTS, Finance, OCA, OHR, OMB, & ... The initial 2007 survey consisted of 12 questions designed to ...
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CountyStat
CountyStat
2013 Internal Customer 2 01/08/
CountyStat
2013 Internal Customer 4 01/08/
CountyStat
2013 Internal Customer 5 01/08/
CountyStat
OHR / Conduct quarterly briefings to address workforce issues to improve service delivery Complete
OHR / Implement communications with internal and external customers to attract, recruit, retain, and develop a well-qualified diverse workforce
Complete/ Ongoing
OHR / Develop a cadre of division staff capable of accessing and using the County Oracle systems Ongoing
DTS / Undertake a more inclusive enterprise technology strategic planning process which will hopefully give DTS more insight into departments' systems and support needs Complete
DTS / Undertake a more inclusive enterprise technology strategic planning process which will hopefully allow DTS to better align its services to support the departments In Process
DTS / Strengthen customer feedback channels by conducting a mid-year customer survey Complete
DTS / Document, publish, and publicize Service Request service levels In Process
OCA / Having division chiefs meet with their counterparts to get a more ground level view of how the process is working Incomplete
2013 Internal Customer 7 01/08/
CountyStat
2013 Internal Customer 8 01/08/
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2013 Internal Customer 10 01/08/
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2013 Internal Customer 11 01/08/
CountyStat
2013 Internal Customer 13 01/08/
Department Percent
*OEMHS 150.0% DHCA 100.0% MCERP (BIT) 100.0% OCA 100.0% OCP 100.0% OHR 100.0% REC 100.0% DGS 84.0% FIN 84.0% MCPL 80.0% CUPF 75.0% DLC 71.4% MCPD 71.4% DPS 68.8% IGR 66.7% DEP 62.5% OMB 60.0% PIO 60.0% DTS 58.3% CEC 57.1% DOT 53.5% CEX 53.3% DOCR 52.9% BOE 50.0% HHS 50.0% HRC 50.0% MCFRS 40.9% DED 28.6% CCL 25.0%
CountyStat
2013 Internal Customer 14 01/08/
CountyStat
Attorney Finance
DGS-Bldg Services
DGS-Capital^ Dev Needs DGS
-Fleet Services
DGS
-Leased Space
Needs
DGS-Print/Mail/
Archives
DGS- Procurement Human Resources-
Benefits
Human Resources-
Records Management
Q2: Quality of service 3.47 3.27 2.71 2.79 3.13 3.05 3.22 2.76 3.06 3.
Q3: Level of effort 3.18 2.98 2.50 2.47 3.00 2.93 3.19 2.31 3.02 3.
Q4: Success rate 3.31 3.12 2.49 2.56 2.98 2.84 3.16 2.66 2.99 3.
Q5: Communication 3.35 3.19 2.56 2.72 3.05 2.97 3.16 2.76 2.97 3.
Q6: Professional knowledge 3.47 3.29 2.75 2.88 3.14 3.02 3.20 2.87 3.03 3.
Q7: Availability 3.17 3.01 2.50 2.86 3.07 2.92 2.97 2.69 2.69 2.
Q8: Responsiveness 3.35 3.18 2.45 2.72 3.00 2.86 3.07 2.68 2.92 3.
Q9: Initiative 3.19 2.98 2.35 2.67 2.91 2.72 2.91 2.53 2.83 3.
Q10: Process 3.44 3.20 2.56 2.81 3.09 2.98 3.18 2.73 3.04 3.
Q11: Guidance & Assistance 3.43 3.22 2.64 2.82 3.09 2.98 3.18 2.76 3.06 3.
Q12: Timeliness 3.33 3.16 2.59 2.78 3.05 2.93 3.10 2.61 3.08 3.
Q13: Information 3.30 3.18 2.60 2.80 3.09 2.99 3.05 2.81 3.05 3.
Q14: Innovation 3.09 2.98 2.48 2.67 2.92 2.83 3.01 2.55 2.98 3.
Overall Average Rating 3.31 3.14 2.55 2.74 3.04 2.93 3.11 2.67 2.98 3.
2013 Internal Customer 16 01/08/
Department showed statistically significant increase from 2012
Department showed statistically significant decline from 2012
CountyStat
Human Resources
EEO & Diversity Human Resources-
Labor/Employee
Relations
Human Resources-
Occupational Medical Services Human Resources
Recruitment &
Selection
Human Resources-
Classification &^ Compensation Human Resources
Change Management &Organizational^ Development Management &
Budget^ Public Information TechnologyServices^ Average
Rating
Q2: Quality of service 3.11 3.06 3.11 3.03 2.87 3.00 2.93 3.19 3.17 3.
Q3: Level of effort 3.24 3.00 3.11 2.81 2.68 2.99 2.65 3.27 2.98 2.
Q4: Success rate 3.03 2.95 3.03 2.96 2.78 2.93 2.81 3.12 3.02 2.
Q5: Communication 3.01 2.96 3.09 3.02 2.84 3.02 2.91 3.20 3.11 3.
Q6: Professional
knowledge
Q7: Availability 2.91 2.87 2.88 2.85 2.81 2.90 2.98 3.12 3.16 2.
Q8: Responsiveness 2.97 2.99 3.04 2.99 2.81 2.99 2.96 3.16 3.12 2.
Q9: Initiative 2.94 2.83 2.92 2.88 2.72 2.92 2.77 3.08 3.07 2.
Q10: Process 3.06 2.95 3.09 2.99 2.83 3.03 2.91 3.20 3.13 3.
Q11: Guidance &
Assistance
Q12: Timeliness 3.03 3.01 3.03 2.91 2.83 3.03 2.92 3.14 3.15 2.
Q13: Information 3.07 3.06 3.01 2.99 2.84 3.04 2.96 3.17 3.16 3.
Q14: Innovation 2.94 2.87 2.90 2.80 2.70 2.95 2.76 3.06 3.08 2.
Overall Average Rating 3.04 2.97 3.03 2.95 2.81 2.99 2.89 3.16 3.12 2.
2013 Internal Customer 17 01/08/
Department showed statistically significant increase from 2012
Department showed statistically significant decline from 2012
CountyStat
County-wide Overall
County Attorney
Finance
DGS-Bldg Services
DGS-Capital Dev Needs
DGS-Fleet Services
DGS-Leased Space Needs
DGS-Print/Mail/Archives
DGS-Procurement
Management & Budget
Public Information
Technology Services
Quantitative Data Analysis: Quality of Service (1/2)
3.07*
*2009 baseline overall average
Very dissatisfied (1.0)
Dissatisfied (2.0)
Satisfied (3.0)
Very satisfied (4.0)
2013 Internal Customer 19 01/08/
Rate your satisfaction with the overall quality of service received by the following Departments.
County-wide Overall Avg.
2010 3.
2011 2.
2012 3.
2013 3.
CountyStat
County-wide Overall
Human Resources (2010-2012)
**HR-Benefits
**HR-Records Management
**HR-EEO & Diversity
**HR-Labor/Employee Relations
**HR-Occupational Medical Services
**HR-Recruitment & Selection
**HR-Classification & Compensation
**HR-Change Mgmt & Org Dev
Quantitative Data Analysis: Quality of Service (2/2)
3.07*
*2009 baseline overall average
Very dissatisfied (1.0)
Dissatisfied (2.0)
Satisfied (3.0)
Very satisfied (4.0)
2013 Internal Customer 20 01/08/
Rate your satisfaction with the overall quality of service received by the following Departments.
County-wide Overall Avg.
2010 3.
2011 2.
2012 3.
2013 3.