An annual customer satisfaction survey allows the City and your Information Technology Department, Technology Governance Committee, and cross-functional teams to measure the level of satisfaction with business technology services as well as the overall satisfaction with the IT department. The survey also captures essential customer feedback that we use for our continual improvement efforts. The ultimate goal is to provide excellent services to our customers.

Overall Statistics

  2011/12 (Baseline) 2012/13 (Current)
Answer Options Dissatisfied/Neutral Satisfied Dissatisfied Satisfied % Improvement*
1) Professionalism of staff 3.6% 96.4% 1.9% 98.1% 1.8%
2) Service provided in a timely manner 15.9% 84.1% 11.6% 88.4% 5.1%
3) Level to which your business processes are supported 19.2% 80.8% 7.1% 92.9% 14.9%
4) Degree to which you feel well-partnered with IT 21.1% 78.9% 16.5% 83.5% 5.9%
5) Ease of submitting service requests 3.1% 91.6% 2.7% 97.3% 6.2%
6) Technical proficiency of staff 7.6% 92.4% 2.9% 97.1% 5.1%
7) Overall customer satisfaction 11.4% 88.6% 7.5% 92.5% 4.4%

High Level Findings

  • 330 surveys were submitted through the web based survey program, representing 26.7% of the total city employees (1234 FTE).
  • 98.1% of staff responses indicated they are satisfied / extremely satisfied with the professionalism of the IT team members.
  • 91.3% of those surveyed have interacted with the Service Desk in the past year.
  • 55.7% of staff surveyed work 31 hours or more per week utilizing technology to complete their work. In addition, 49.6% of staff worked more than 40 hours per week.
  • IT has made significant improvement in all 7 performance areas, with the greatest improvement in business process support and ease of submitting service requests.
  • Departments with most of their employee base responding were: Central Services, City Attorney, City Clerk, City Manager, Fire, Human Resources, Information Technology, Planning, and Public Works.
  • 92.5% of staff surveyed expressed overall customer satisfaction with IT.
  • High level of satisfaction with desktop computer replacements, implementation of new MDC Panasonic Toughbook, and cross functional teams.
  • Timeliness and partnership are key areas needing improvement.
  • Five applications/technologies with the lowest satisfaction rate are Enterprise Asset Management (Maximo), Fleet Systems (Squarerigger, UCON, Zonar), Rose U (LMS), Document Management (Sire), and Permits (PermitsPlus).

Focus Areas

Our department goal is to improve overall customer satisfaction of 90%. Our plan to do so is as follows:

  • Department outreach meetings to listen to the voice of the customer at all levels.
  • Strive to improve systems by understanding customer needs and business practices.
  • Focus on providing service in a timely manner by providing feedback though out ticket resolution process.
  • Deliver and maintain technology solutions that exceed customer standards.
  • Provide effective communication to promote partnership with our customers.
  • Establish service level agreements to foster quality of service.
  • Improve utilities support with onsite presence.
  • Create stability and confidence by optimizing existing and replacing aging enterprise systems.
  • Increase efficiency by embracing emerging technologies.

* The 2011/12 survey used a slightly different rating scale then 2012/13. The neutral option was removed to gain a better understanding of customer service levels. The percent improvement measurement may include some small inaccuracies due to this discrepancy.