2012 people first customer survey results...to the customer survey and 76% of those respondents were...

2012 PEOPLE FIRST CUSTOMER SURVEY RESULTS

DEPARTMENT OF MANAGEMENT SERVICES PEOPLE FIRST TEAM JUNE 2012

On March 12, 2012, the People First customer survey was e-mailed to 25,000 randomly selected active state employees and retirees with e-mail 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 ........................................................................................................................................................................... 10 Provides a breakdown of the respondents opinion of the People First Web site.

Overall Satisfaction ........................................................................................................................................................................... 12 Provides a breakdown of the respondents overall opinion of People First.

PEOPLE FIRST CUSTOMER SURVEY - 2012 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% 158 1 - 5 21.0% 745 6 - 10 17.6% 624 11 - 15 15.0% 533 16 - 20 12.6% 448 21 - 25 11.1% 395 > 25 18.3% 651

Answered question: 100% 3,554 Skipped question: 10

4.4%

21.0%

17.6%

15.0%

12.6%

11.1%

18.3% < 1

1 - 5

6 - 10

11 - 15

16 - 20

21 - 25

> 25



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



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.



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: 124

67.8%

24.2%

2.8%

2.0% 3.1%

Employee (non-supervisor)

Manager/Supervisor

Human Resource Professional

Retiree

Other



CUSTOMER USE Area(s) that represent the People First functions the respondents use (ranked highest to lowest):

People First Functions Extremely Satisfied

Satisfied Neither Satisfied/

Dissatisfied

Dissatisfied Extremely Dissatisfied

Response Count

Response Percent

Do Not Use

Personal Information 25.9% (815) * 58.4% (1,838) 12.3% (387) * 2.2% (70) * 1.1% (36) * 3,146 94.3% 190

Insurance – Benefits 18.2% (550) * 52.8% (1,592) 17.5% (528) * 7.8% (236) * 3.6% (108) * 3,014 90.4% 321

Timesheets/Time Entry ** (All respondents)

22.3% (684) * 53.7% (1,650)

10.8% (332) * 8.1% (248)

5.2% (160) * 3,074 89.8% 351

Leave Balance Overview

26.8% (791)

58.6% (1,726)

9.8% (289) * 3.4% (101) * 1.4% (40) * 2,947 88.3% 389

Search/Apply for Job Vacancies

15.3% (368) * 50.8% (1,219) * 21.9% (527) * 8.7% (210)

3.2% (77) * 2,401 72.2% 924

Hiring Center – Posting Job Vacancies

13.5% (249)

48.0% (884) * 25.5% (469) * 9.5% (175)

3.5% (65) * 1,842 55.5% 1,479

Personnel Action Request (PAR)

11.7% (136)

44.0% (511) * 33.9% (394)

6.7% (78) * 3.7% (43) * 1,162 35.2% 2,141

Reports 12.5% (132) * 42.9% (452) * 34.0% (358) 6.1% (64) 4.5% (47) 1,053 31.9% 2,243

Flexible Spending Accounts

15.9% (152)

41.1% (393)

29.5% (282)

8.7% (83) * 4.9% (47) * 957 29.1% 2,334

myMRA Card 16.4% (120) * 36.3% (265) * 33.3% (243) 8.8% (64) * 5.2% (38) * 730 22.5% 2,521

Data Warehouse 10.3% (68) * 33.6% (222) * 45.2% (298) 6.1% (40) * 4.8% (32) * 660 20.2% 2,615

Overall Functional Satisfaction

63.4% “satisfied” * 26.0%

10.6% “dissatisfied” *

* 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.



CUSTOMER USE Respondent’s Use of People First by Function:



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. Extremely

Satisfied Satisfied Neither

Satisfied/ Dissatisfied


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).



PEOPLE FIRST SERVICE CENTER Respondents Level of Satisfaction with the People First Service Center:

% or Same= Shows the increase from 2011 of Extremely Satisfied/Satisfied.



PEOPLE FIRST SYSTEM Respondents were asked to rate their level of satisfaction with the People First System Web site in the last 12 months.

Extremely Satisfied


Dissatisfied


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).



PEOPLE FIRST SYSTEM Respondents Level of Satisfaction with the People First System:

% or Same = Shows the increase from 2011 of Extremely Satisfied/Satisfied.



OVERALL SATISFACTION Respondents were asked to rate their overall level of satisfaction with their People First experience:

Extremely Satisfied


Dissatisfied


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) * 3,180 21 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.

2012 people first customer survey results...to the customer survey and 76% of those respondents were...

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