To successfully accomplish the City’s strategic goals, an Information
Technology (IT) customer service survey was conducted in FY 2009-10 in
the areas of the IT team’s responsiveness, technical knowledge,
courtesy, respect, timeliness, and overall satisfaction. The results
indicated that compared to the benchmarking communities in ICMA—Center
for Performance Measurement, the City of Roseville's overall IT
satisfaction rates are inline with the average.
Purpose
The main purpose of the survey was to solicit information from City of
Roseville employees to improve services we provide to our customers. A
secondary purpose was to educate our customers on the function of the
various divisions within the IT organization.
High Level Findings
Most often used descriptions: friendly, timely, professional,
knowledgeable, helpful, great service, happy with service provided.
Main Areas to Improve Overall
- Response time and follow-up.
- Inconsistency of staff—both in expertise and customer focus.
- Training for users.
- Better understanding of our customers’ business processes.
- Many customers commented that overall satisfaction was lower due to frustration with technology, not staff.
Response
- Incorporated metrics and accountability.
- Realigned department and selected work groups.
- Incorporated communication changes.
- Developed and implemented plan of action in response to survey results.