- 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. - 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.. - DGS has several surveys measuring customer satisfaction in different areas of the department including printing, fleet, purchasing and maintenance. - In the initial planning stages of the research, the committee considered what method would provide the best solution to gathering a bewildering amount of data quickly – whether printed survey, phone interview, live interview or focus group. - The committee determined that an electronic survey that could be printed and routed by department heads would offer the best solution for getting quantifiable data that would also allow open comments to be recorded. - “How satisfied are proposed DAS customers with their level of customer service, and quality of select services?” Additionally, the survey measured what ways customers would like to communicate with the proposed DAS – by phone with live representative, by phone with automated menu, by email, etc.?. - The first page of the six-page draft contained a closed-ended question to identify the customer as a being from a small, medium or large organization. - The rest of the survey was divided into separate pages for each of the four and a half DAS departments. - A standard deviation to determine consistency of the responses was calculated.. - The standard deviation is used to indicate the amount of confidence given to the data.. - Customers were fairly satisfied overall with IDOP and ICN customer service and quality of services. - satisfied overall with DGS, followed by ITD in customer service and quality of services.. - Additional targeted surveys may need to be conducted in each department in an effort to fine-tune the baseline.. - How satisfied are you with the customer service provided by this dept? (Overall Avg.). - Communications needs to be very flexible, focus does not move to getting stuck with the process vs. - Prefer an initial meeting with key identified agency personnel to fully discuss services to be provided and frank discussion as to whether all your services are wanted. - Need to be flexible. - formal (written) are critical decisions that seem now not always to be consistently made. - Please give us your overall comments on DGS customer service or services.. - I find DGS to be a very good agency in all your six questions.. - Most recent news of move does not have a firm plan or time frames - Does not provide increased efficiency or cost savings and appears to be only politically driven. - Communications regarding office moves and or repair: This area leaves a lot to be desired due to the fact that there is no communication between agencies, management, the power that be concerning moves and or changes within state buildings and or agencies. - Changes are good but people need to be informed and possibly asked their opinions due to the fact that many changes closely affect employees and their work situations. - Items to consider: the replacement of the freight elevator in the Lucas Bldg within the first few weeks of its operation, it was non-operational. - The noise of the freight elevator leaves a lot to be desired - the continuous buzzing that needs to be according to the Code is not only distracting but phone conversations (and face to face ones) in the area are hard to conduct. - The security comes to mind - state employees are told to be on the lookout for people not working in your work area. - Needs to be balanced with high room temperatures on 5th floor. - Cleaning needs to be improved. - We have experienced sub-par project management and untimely responses from representatives of Building and Design and untimely responses and lost documentation from representatives of the printing division.. - Another state employee should not have been assigned the car at that point.) The power steering went out. - We have also coordinated with DGS on various fleet, printing and procurement efforts on and ad hoc basis over time and have generally found staff to be courteous and helpful.. - We have a DNR employee that is located on the third floor of the Wallace building. - He was displaced in November of 2002 due to the reconstruction of the third floor, and his office has yet to be reconstructed. - Please give us your overall comments on ICN customer service or services.. - I find ICN to be a "very good". - Seems to be some confusion on how to get service changes and billings updated.. - Please give us your overall comments on ITD customer service or services.. - Generally good, one employee in general tends to be rude. - Comments refer to the Help Desk.. - The department continues to be. - The dept continues to be anxious to work with ITD in enhancing its utilization of services such as hosting and email, however there remains two outstanding issues. - First is to insure that ITD can meet the service needs of the agency within a reasonable time. - ITD has never done a good job of informing us of the various services they offer. - Items billed need to be in simple to read format w/o all the "computer techie". - Please give us your overall comments on IDOP customer service or services.. - I find IDOP to be a "very good". - It's some of the details that fall short around labor relations that stand out as issues.. - I feel most of the services are good to very good, but there are many services that are now being performed by agencies that were. - The currently training coordinator is an asset to the program. - For benefit, hiring and payroll assistance, it has proven to be quicker to contact respective IDOP divisions rather than utilizing our personnel officer. - Please give us your overall comments on DRF Accounting Bureau customer service or services.. - I find DRF to be a "very good". - Customer service by accounting bureau depends on who you talk with. - For the most part, an average is useful because people have an understanding of the term from everyday language to mean the middle value.. - there are scores that are way off the chart and would “wreck” the. - there are scores that are way off the chart and would “wreck” the curve.. - The standard deviation can be seen as measuring the "average of the average.". - In other words, where the average is one value, the standard deviation plots the high end of the average, and the low end of the average.. - How satisfied are you w ith the customer service provided by this dept? (Overall Avg.). - You have been selected to participate in this survey, because you are a customer to one or more of the proposed DAS agencies. - If an area is not applicable, check the “NA” box and skip to the next section. - What are the best ways for customers to communicate their needs and service orders to the proposed Department of Administrative Services (DAS)?. - If you don’t use or if you’re not familiar with DGS services, please check the box to the right and skip this section. - 1) How satisfied are you with the customer service provided by DGS?. - 2) How satisfied are you with DGS provided move management services?. - 3) How satisfied are you with DGS provided building maintenance services?. - 4) How satisfied are you with DGS provided printing services?. - 5) How satisfied are you with DGS provided mail services?. - 6) How satisfied are you with DGS provided fleet services?. - If you don’t use or if you’re not familiar with ICN services, please check the box to the right and skip this section. - 1) How satisfied are you with the customer service provided by ICN?. - 2) How satisfied are you with ICN provided voice services?. - 3) How satisfied are you with ICN provided data services?. - 4) How satisfied are you with ICN provided Internet services?. - 5) How satisfied are you with ICN provided full motion video services?. - 6) How satisfied are you with ICN provided ISDN / IP video* services?. - If you don’t use or if you’re not familiar with ITD services, please check the box to the right and skip this section. - 1) How satisfied are you with the customer service provided by ITD?. - 2) How satisfied are you with ITD provided application development services?. - 3) How satisfied are you with ITD provided mainframe services?. - 4) How satisfied are you with ITD provided hosting services?. - 5) How satisfied are you with ITD provided networking services?. - 6) How satisfied are you with ITD provided desktop services?. - If you don’t use or if you’re not familiar with IDOP services, please check the box to the right and skip this section. - 1) How satisfied are you with the customer service provided by IDOP?. - 2) How satisfied are you with IDOP provided employment services?. - 3) How satisfied are you with IDOP provided labor relations services?. - 4) How satisfied are you with IDOP provided employee development training services?. - 5) How satisfied are you with IDOP provided personnel officer services?. - 6) How satisfied are you with IDOP provided employee benefit services?. - The DRF Accounting Bureau is part of the DRF Financial Management division providing accounting and payroll services to state agencies and the people of Iowa.. - If you don’t use or if you’re not familiar with DRF Accounting Bureau services, please check the box to the right and skip this section. - 1) How satisfied are you with the customer service provided by DRF Accounting Bureau?. - 2) How satisfied are you with DRF Accounting Bureau centralized payroll services?. - 3) How satisfied are you with DRF Accounting Bureau provided daily processing services, which establishes payment documentation policies related to claims against the State?. - 4) How satisfied are you with DRF Accounting Bureau provided Comprehensive Annual Financial Report (CAFR) services?. - 5) How satisfied are you with DRF Accounting Bureau provided Income Offset Program services?. - 6) How satisfied are you with DRF Accounting Bureau Cash Management Improvement Act services?
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