Tài liệu DAS Customer Satisfaction Survey Report

DAS Customer Satisfaction Survey Report

Introduction As of this writing, the Department of Administrative Services (DAS) is in the proposal stage, and has yet to be signed into legislation. Part of the planning for this new endeavor includes assigning customer relations, sales and marketing goals to the Customer Relations Committee. In late January 2003, Mollie Anderson, the DAS Director Designee, asked for a benchmark to measure customer satisfaction before DAS implementation and after DAS implementation. The benchmark would serve to identify areas of strength and those which needed improvement for each of the four and a half departments to participate in the DAS merger. As one of its priorities, the committee began planning for such a survey February 5, 2003 starting with members of the committee which included employees from the four and a half DAS involved agencies (DGS, ICN, ITD, IDOP, IDRF), as well as non-DAS involved departments (DOT and DHS) to provide feedback. Past Research The committee discovered that several customer satisfaction surveys have been and are currently being conducted by the DAS departments, each using different methods, at different times and for different purposes. DGS has several surveys measuring customer satisfaction in different areas of the department including printing, fleet, purchasing and maintenance. ICN has several ongoing customer satisfaction surveys measuring overall satisfaction with service pricing, quality, ordering processes and ICN’s communication with customers. ICN also has surveys measuring specific services such as voice conference bridging and video conferencing needs. ITD recently conducted one-on-one question and answer sessions with employees and customers on overall satisfaction. IDOP has several surveys measuring satisfaction and statistics on the hiring process, and satisfaction of training services. IDRF held several focus groups measuring comments relating to information technology, human resources services, financial management, and facilities management/procurement/printing services. However, no current research exists to measure all four and a half departments consistently in customer service. New research was needed to integrate and benchmark customer service for each department.