15% 13% 14% 33% 25% Marital Status. Unmarried 32% Married 68% Faculty 6% Pay Plan OPS 6% A & P 14% USPS 74%

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1 Demographic Information Age Group 33% 15% 25% Marital Status Unmarried 32% Married 68% Pay Plan OPS Faculty A & P USPS 74% Operational Excellence and Assessment Support 1

2 Gender 35% 59% Fem ale Male Years Employed at 3% 4% 9% 42% Less than % based on 98 3 Web Page Use Never 1 Frequently 35% Sometimes 54% Operational Excellence and Assessment Support 2

3 General Impressions 1 Human Resources Customer Service Survey Quality of Customer Service % 22% 9% 2% Fair Poor N/A 2 Effective Communication of Changes in Personnel Policy and Procedures 4 17% 37% 2 12% 4% 4% Fair Poor N/A 3 Handling of Problems and Grievances % 2 1 5% 2 Fair Poor N/A Operational Excellence and Assessment Support 3

4 Payroll 4 Responsive 4 34% 7% 1 Fair Poor N/A 5 Courteous % 15% 1 2% Fair Poor N/A 6 Knowledgeable 4 29% 3 19% 8% 1 Fair Poor N/A Operational Excellence and Assessment Support 4

5 7 Professional 4 28% Fair Poor N/A 8 Overall Payroll Customer Service 4 28% 3 1 8% 9% Fair Poor N/A 9 Messages Returned in a Reasonable Time % Neither nor 1 Operational Excellence and Assessment Support 5

6 10 Payroll Staff Helpful Handling Pay-related Issues % Neither nor 9% 2% 11 Payroll Staff Effective in Handling Questions, Concerns, or Problems 3 27% 28% 12% 1 1 Neither nor 12 Bi-weekly Paychecks Accurate and Received on Time 6 57% 4 1 Neither nor 4% 4% Operational Excellence and Assessment Support 6

7 Records 13 Responsive 4 17% 3 19% 7% Fair Poor N/A 14 Courteous 4 19% 33% 15% Fair Poor N/A 15 Knowledgeable % Fair Poor N/A 16 Professional % Fair Poor N/A Operational Excellence and Assessment Support 7

8 17 Overall Records Customer Service % 17% Fair Poor N/A 18 New Employee SIgn-in was Positive % 29% Neither nor 4% 19 Messages Returned in Reasonable Time % 2 Neither nor 7% 22% 20 Records Staff Effective in Handling Questions, Concerns, or Problems 4 32% 1 1 Neither nor 23% Operational Excellence and Assessment Support 8

9 21 Records Provides Employment Verification in a Timely Manner 4 27% 1 Neither nor 5% 3 22 Records Staff are Helpful with Issues Regarding Leave Time 4 23% 3 5% 2% Neither nor Employment 23 Responsive 4 33% 19% Fair Poor N/A 24 Courteous 4 23% 3 5% Fair Poor N/A Operational Excellence and Assessment Support 9

10 25 Knowledgeable % 29% 7% Fair Poor N/A 26 Professional 4 23% 34% 17% 4% Fair Poor N/A 27 Overall Employment Customer Service 4 33% 1 4% 2% Fair Poor N/A 28 Messages Returned in a Reasonable Time 4 32% 17% Neither nor 7% 22% Operational Excellence and Assessment Support 10

11 % Employment Staff are Helpful with Issues Related to USPS Hiring Processes 28% 29% Neither nor 30 Employment Staff are Effective in Handling Questions, Concerns, or Problems 4 3 Neither nor 5% 3% 31 Employment is Effective and Efficient in Posting Job Opportunities % 29% Neither nor 4% 3% 2 32 Employment Staff are Effective in Managing Employee Suggestion Awards Programs 4 1 7% 3% Neither nor 32% Operational Excellence and Assessment Support 11

12 Training 33 Responsive 4 34% 29% 15% 4% Fair Poor N/A 34 Courteous 4 37% 28% 4% Fair Poor N/A 35 Knowledgeable 4 35% 27% 1 5% Fair Poor N/A Professional 4% Fair Poor N/A Operational Excellence and Assessment Support 12

13 37 Overall Training Customer Service 4 35% 29% 15% 4% Fair Poor N/A % based on 98 Responses 38 Training Staff Effective in Handling Questions, Concerns, or Problems 4 33% 29% 15% Neither nor 39 Training Effectively Communicates Program Availability 4 38% 3 Neither nor 7% 9% 40 Topics and Workshops Offered are Useful and Appropriate 4 28% 34% Neither nor 5% 9% Operational Excellence and Assessment Support 13

14 Benefits and Compensation 41 Responsive 4 32% 3 2 7% 3% 5% Aver age Aver age Fair Poor N/ A % Courteous 5% 4% 4% Fair Poor N/A 43 Knowledgeable % 1 3% 4% Fair Poor N/A 44 Professional 4 38% 3 12% 9% 3% 5% Fair Poor N/A Operational Excellence and Assessment Support 14

15 45 Overall Customer Service % 15% 8% 3% 4% Fair Poor N/A New Employee Benefits Sign-in Experience was Positive 2 2 Neither nor 5% 3% 23% 47 Benefits is Effective in Handling Questions, Concerns, or Problems 4 33% 2 Neither nor 7% 5% 3% 48 Benefits Staff are Effective in Informing Employees About Their Benefits 4 28% 3 12% Neither nor 5% 3% Operational Excellence and Assessment Support 15

16 49 Benefits Staff are Effective in Providing Insurance Related Information 4 28% 33% Neither nor 1 3% 3% Benefits Staff are Effective in Explaining Retirement Benefits 1 12% 5% Neither nor 19% Benefits Fair is a Good Way to Learn About Benefits % Neither nor Benefits Staff are Effective in Providing Retirement Related Information 19% 19% 1 2% Neither nor 2 Operational Excellence and Assessment Support 16

17 Compensation is Effective in Handling Questions, Concerns, or Problems 22% Neither nor 4% 5% 28% Compensation Effective in Addressing Class Specification & Pay Plan Issues 3 17% 7% 5% Neither nor Compensation is Effective in Processing Position Descriptions, Establishment, Reclassification Updates, Special Pay Increases 19% 17% Neither nor 5% 27% Operational Excellence and Assessment Support 17