2012 PEOPLE FIRST CUSTOMER SURVEY RESULTS

Transcription

1 2012 PEOPLE FIRST CUSTOMER SURVEY RESULTS On March 12, 2012, the People First customer survey was ed to 25,000 randomly selected active state employees and retirees with addresses. This survey ran through March 23, 2012 and asked employees to rate their level of satisfaction of People First. The goal of the survey was to determine how effective the system is and to give our customers an opportunity to provide feedback. Over 3,500 employees responded to the customer survey and 76% of those respondents were satisfied with the overall performance of People First. This 76% satisfaction rate is no change from the 2011 survey results. It is an increase from the 72 % satisfaction rate in 2010, and the 59% satisfaction rate from the 2007 People First Annual Survey. 1,300 respondents made comments on of how People First can improve on the service center or specific system functionality. Table of Contents Customer Demographics... 2 Provides a breakdown of the respondents total years of service worked for an agency or other Florida government entity, the organization the respondent currently works for, and the respondents primary role within the current organization. Years of Service... 2 Organization... 3 Primary Role... 5 Customer Use... 6 Provides a breakdown of the functions that the respondent uses within People First. People First Service Center... 8 Provides a breakdown of the respondents opinion of the People First Service Center. People First System Provides a breakdown of the respondents opinion of the People First Web site. Overall Satisfaction Provides a breakdown of the respondents overall opinion of People First.

2 PEOPLE FIRST CUSTOMER SURVEY PAGE 2 CUSTOMER DEMOGRAPHICS Years of Service The total years of service that respondents have worked for an agency or other Florida government entity: Years Response Percent Response Count < 1 4.4% % % % % % 395 > % 651 Answered question: 100% 3,554 Skipped question: % 18.3% < % 12.6% 15.0% 21.0% 17.6% > 25

3 PEOPLE FIRST CUSTOMER SURVEY PAGE 3 CUSTOMER DEMOGRAPHICS Organization Organization Respondent Works for (ranked highest to lowest): Agency/Entity Response Count DOH - Department of Health 574 DCF - Department of Children and Families 419 DEP - Department of Environmental Protection 273 DACS - Department of Agriculture and Consumer Services 219 REV - Department of Revenue 185 Retired (Former Employee) 173 HSMV - Department of Highway Safety and Motor Vehicles 148 UF - University of Florida 144 DOE - Department of Education 134 DOT - Department of Transportation 123 DLA - Department of Legal Affairs 107 DC - Department of Corrections 107 DJJ - Department of Juvenile Justice 80 USF - University of South Florida 80 DFS - Department of Financial Services 76 AHCA - Agency for Health Care Administration 76 DEO - Department of Economic Opportunity 61 FDLE - Department of Law Enforcement 56 FWC - Fish and Wildlife Conservation Commission 52 UCF - University of Central Florida 51 DBPR - Department of Business and Professional Regulation 48 APD - Agency for Persons with Disabilities 44

4 PEOPLE FIRST CUSTOMER SURVEY PAGE 4 Agency/Entity Response Count DMS - Department of Management Services 37 DOS - Department of State 36 FAU - Florida Atlantic University 32 FIU - Florida International University 32 UNF - University of North Florida 28 FSDB - Florida School for the Deaf and the Blind 24 DOAH - Division of Administrative Hearings 23 PSC - Public Service Commission 18 State Courts 15 FGCU - Florida Gulf Coast University 15 DOEA - Department of Elder Affairs 15 DVA - Department of Veterans' Affairs 15 Lottery 14 UWF - University of West Florida 14 FSU - Florida State University 13 Justice Administrative Commission 13 FAMU - Florida A&M University 10 EOG - Governor's Office 8 Legislature 7 CIT - Department of Citrus 5 NSRC - Northwood Shared Resource Center 4 FPC - Florida Parole Commission 2 SSRC - Southwood Shared Resource Center 2 DMA - Department of Military Affairs 1 NCF - New College of Florida 1 OOCEA - Orlando Orange County Expressway Authority 0 Total 3,614 Note: Some respondents chose multiple entities.

5 PEOPLE FIRST CUSTOMER SURVEY PAGE 5 CUSTOMER DEMOGRAPHICS Primary Role Respondent s primary role in the organization they currently work for (ranked highest to lowest): Respondent s Role Response Percent Response Count Employee (Non-Supervisor) 67.8% 2,333 Manager/Supervisor 24.2% 832 Human Resource Professional 2.8% 98 Other 3.1% 107 Retiree 2.0% 70 Answered question: 100% 3,440 Skipped question: % 2.8% 3.1% Employee (non-supervisor) 24.2% Manager/Supervisor Human Resource Professional 67.8% Retiree Other

6 PEOPLE FIRST CUSTOMER SURVEY PAGE 6 CUSTOMER USE Area(s) that represent the People First functions the respondents use (ranked highest to lowest): People First Functions Neither / Response Count Response Percent Personal Information 25.9% (815) * 58.4% (1,838) 12.3% (387) * 2.2% (70) * 1.1% (36) * 3, % 190 Insurance Benefits 18.2% (550) * 52.8% (1,592) 17.5% (528) * 7.8% (236) * 3.6% (108) * 3, % 321 Timesheets/Time Entry ** 22.3% (684) * 53.7% (1,650) 10.8% (332) * 8.1% (248) 5.2% (160) * 3, % 351 (All respondents) Leave Balance Overview 26.8% (791) 58.6% (1,726) 9.8% (289) * 3.4% (101) * 1.4% (40) * 2, % 389 Search/Apply for Job Vacancies 15.3% (368) * 50.8% (1,219) * 21.9% (527) * 8.7% (210) 3.2% (77) * 2, % 924 Hiring Center Posting Job Vacancies 13.5% (249) 48.0% (884) * 25.5% (469) * 9.5% (175) 3.5% (65) * 1, % 1,479 Personnel Action Request (PAR) 11.7% (136) 44.0% (511) * 33.9% (394) 6.7% (78) * 3.7% (43) * 1, % 2,141 Reports 12.5% (132) * 42.9% (452) * 34.0% (358) 6.1% (64) 4.5% (47) 1, % 2,243 Flexible Spending Accounts 15.9% (152) 41.1% (393) 29.5% (282) 8.7% (83) * 4.9% (47) * % 2,334 mymra Card 16.4% (120) * 36.3% (265) * 33.3% (243) 8.8% (64) * 5.2% (38) * % 2,521 Data Warehouse 10.3% (68) * 33.6% (222) * 45.2% (298) 6.1% (40) * 4.8% (32) * % 2,615 Overall Functional 63.4% satisfied * 26.0% 10.6% dissatisfied * Satisfaction * 2011 was the first year respondents were asked to rank their level of satisfaction with each of the above People First functions. A * in the columns to the right of the satisfaction scores indicate that the 2012 results are the same, or an increase over 2011 results. Do Not Use

7 PEOPLE FIRST CUSTOMER SURVEY PAGE 7 CUSTOMER USE Respondent s Use of People First by Function:

8 PEOPLE FIRST CUSTOMER SURVEY PAGE 8 PEOPLE FIRST SERVICE CENTER Respondents were asked to rate their level of satisfaction with any contact they had with the People First Service Center in the last 12 months. Neither / Response Count w/contact Friendly 38.0% (753) * 51.7% (1,024) 7.5% (149) 1.9% (38) 0.8% (15) * 1,979 Professional 38.8% (765) * 50.5% (966) 7.3% (145) 2.6% (52) * 0.8% (16) * 1,974 Listened Carefully 36.3% (715) * 50.2% (987) 8.8% (174) 3.7% (73) * 1.0% (19) * 1,968 Patient 36.7% (723) * 49.5% (976) 9.7% (191) 3.1% (61) * 1.0% (20) * 1,971 Helpful 37.0% (728) * 46.7% (919) 9.3% (182) * 5.1% (101) * 1.9% (37) * 1,967 Speed of Service 32.5% (638) * 47.0% (923) 13.3% (261) * 4.6% (91) 2.5% (50) * 1,963 Checked for My Satisfaction 33.8% (660) * 45.2% (883) 15.4% (301) * 3.8% (75) 1.7% (33) 1,952 Confidence in the Information Provided 34.9% (686) * 45.0% (885) 12.0% (235) 5.6% (111) * 2.5% (49) * 1,966 Average: 84.2% * 10.4% 5.3% * Answered question: 1,981 Skipped question: 1,583 * 2011 was the first year respondents were asked to rank their level of satisfaction with each of the above People First Service Center attributes-. A * in the columns to the right of the satisfaction scores indicate that the 2012 results are the same, or an increase over 2011 results. Analysis: Overall, 84 percent of the respondents who have had contact with the People First Service Center said they were satisfied or extremely satisfied with the services provided. Five percent were dissatisfied or extremely dissatisfied while 10 percent of those who had contact with the service center were neither satisfied nor dissatisfied. This 84 percent satisfaction rate was no change from the 2011 survey results, and an increase from the 83 percent satisfaction rate from 2010 (and 70 percent from 2007).

9 PEOPLE FIRST CUSTOMER SURVEY PAGE 9 PEOPLE FIRST SERVICE CENTER Respondents Level of Satisfaction with the People First Service Center: % or Same= Shows the increase from 2011 of /.

10 PEOPLE FIRST CUSTOMER SURVEY PAGE 10 PEOPLE FIRST SYSTEM Respondents were asked to rate their level of satisfaction with the People First System Web site in the last 12 months. Neither / Response Count Availability 28.4% (774) * 56.9% (1,550) 9.7% (263) 3.2% (87) 1.9% (51) * 2,725 Accuracy of Information 27.4% (746) * 57.1% (1,555) 11.8% (321) 2.7% (74) 1.0% (26) 2,722 Easy to Understand 22.7% (617) * 50.6% (1,374) 16.5% (447) * 7.9% (213) 2.3% (62) 2,713 Easy to Use 21.6% (587) * 47.6% (1,294) 17.2% (468) 10.1% (274) 3.5% (94) 2,717 Ability to Accomplish What I Wanted to Do 21.5% (583) * 51.6% (1,398) 16.2% (439) 7.3% (199) 3.3% (89) * 2,708 Average: 77.1% * 14.3% 8.6% Answered question: 2,735 Skipped question: 829 * 2011 was the first year respondents were asked to rank their level of satisfaction with each of the above People First Service Center attributes-. A * in the columns to the right of the satisfaction scores indicate that the 2012 results are the same, or an increase over 2011 results. Analysis: Overall, 77 percent of the respondents who use the People First system said they were satisfied or extremely satisfied with the system. 9 percent were dissatisfied or extremely dissatisfied while 14 percent of those who use the system were neither satisfied nor dissatisfied. This 77 percent satisfaction rate was an increase from the 76 percent satisfaction rate from 2011, and the 72 percent satisfaction rate from 2010 (and 57 percent satisfaction rate from 2007).

11 PEOPLE FIRST CUSTOMER SURVEY PAGE 11 PEOPLE FIRST SYSTEM Respondents Level of Satisfaction with the People First System: % or Same = Shows the increase from 2011 of /.

12 PEOPLE FIRST CUSTOMER SURVEY PAGE 12 OVERALL SATISFACTION Respondents were asked to rate their overall level of satisfaction with their People First experience: Neither / Response Count w/use of PF Do Not Use People First Response Count 19.2% (609) * 56.3% (1,791) 14.9% (475) * 6.8% (216) 2.8% (89) * 3, ,201 76% * 15% * 9% * Answered question: 3,201 Skipped question: 363 * 2011 was the first year respondents were asked to rank their level of satisfaction with each of the above People First Service Center attributes-. A * in the columns to the right of the satisfaction scores indicate that the 2012 results are the same, or an increase over 2011 results. Analysis: Overall, 76 percent of the respondents who use People First said they were satisfied or extremely satisfied. 9 percent were dissatisfied or extremely dissatisfied while 15 percent of those who use People First were neither satisfied nor dissatisfied. This 76 percent satisfaction rate was the same as the 2011 satisfaction rate, and an increase from the 72 percent satisfaction rate from 2010 (and the 59 percent satisfaction rate from 2007). % or No Change = Shows the percent increase from 2011 to 2012 regarding Overall Satisfaction.