customer satisfaction 2011 · the 2011‐12 customer satisfaction survey (css) was administered...

Customer Satisfaction Survey 2011‐12

Overall Report

July 2012

Prince William County Public Schools Office of Accountability Program Evaluation

2011‐12 Customer Satisfaction Survey Number of Responses: 313 of 424 Response Rate: 74%

Prince William County Public Schools, Office of Accountability, Program Evaluation Page 1

Introduction The 2011‐12 Customer Satisfaction Survey (CSS) was administered online to all 424 central office and school‐based administrators of Prince William County Public Schools (PWCS) in June 2012. A total of 313 staff members responded to the CSS for a response rate of 74%. The purpose of the survey is to determine level of satisfaction with central office services. The survey includes three consistent questions across departments (responsiveness, level of customer service, and overall satisfaction). Questions are grouped by 16 departments. In 2011‐12, two new departments were added, English for Speakers of Other Languages (ESOL) and Professional Development, which were separated from Student Learning. The CSS is administered to measure the School Division’s progress toward PWCS Strategic Plan Goal 5, measure 5.4.1, which states “Each year, at least 85 percent of customers will report being satisfied with the quality of department (supplier) services.” In 2009‐10, the target was 80% and in school years 2010‐11 and 2011‐12, the target was 85%. Results from the survey are reported to department leaders to inform improvement efforts, as well as reported in the School Board Budget book to determine the extent central offices are meeting or exceeding their “Central Office Performance Measures.” For 2011‐12, 15 of the 16 departments met or exceeded the 85% target, with the overall satisfaction rate for central office services at 92%. In addition to the overall results, results are provided separately for central office and school‐based administrators. This report contains four sections: 1. Overall numeric results ‐ includes results from all respondents for all departments, as well as a graphical representation of overall satisfaction rates. 2. Central office administrator results – includes numeric and open‐ended responses about how overall central office services can be improved. 3. School‐based administrator results – includes numeric and open‐ended responses about how overall central office services can be improved. 4. Three‐year comparison chart (2009‐10, 2010‐11, and 2011‐12) – includes three years of overall satisfaction rates for all departments except ESOL

and Professional Development, which were separated from Student Learning into individual departments this school year (2011‐12).



Overall Satisfaction Percent Excellent and Good

Executive

Adm

inistration

Commun

ication

Inform

ation

Techno

logy

Hum

an Resou

rces

Accou

ntab

ility

Special Edu

cation

ESOL

Stud

ent Learning

Profession

al

Develop

men

t

OSM

AP

Stud

ent S

ervices

Facilities

Fina

nce

Food

Services

Risk

Man

agem

ent &

Security

Tran

sportation

86.4 96.2 90.2 90.1 98.8 68.4 86.0 93.5 88.1 96.4 95.3 96.9 97.3 97.7 97.9 97.0

Excellent Good Fair Poor

N % N % N % N %

Executive Administration (Superintendent’s Staff)

1. Responsiveness of Executive Administration. 110 37.7 136 46.6 40 13.7 6 2.1

2. Level of customer service provided by Executive Administration. 116 40.0 138 47.6 31 10.7 5 1.7

3. Clear understanding of my job responsibilities. 122 40.7 142 47.3 32 10.7 4 1.3

4. Commitment to continuous improvement of instruction. 146 50.5 121 41.9 17 5.9 5 1.7

5. Clear articulation of the Strategic Plan goals. 129 44.0 133 45.4 25 8.5 6 2.0

6. Clear articulation of county initiatives and expectations to administrators. 107 36.8 137 47.1 35 12.0 12 4.1

7. Clear articulation of county initiatives and expectations to teachers. 80 30.9 122 47.1 47 18.1 10 3.9

8. The direction of the daily operations of PWCS. 102 34.1 159 53.2 32 10.7 6 2.0

9. Involvement of administrators in the decision‐making process. 66 22.4 152 51.5 56 19.0 21 7.1

10. Implementation of laws, regulations, and policies in PWCS. 118 39.9 144 48.6 27 9.1 7 2.4

11. Overall satisfaction with Executive Administration. 107 35.3 155 51.1 34 11.2 7 2.3




N % N % N % N %

Communication and Technology Services

Communication Services

1. Responsiveness of Communications Services staff. 112 41.2 147 54.0 12 4.4 1 .4

2. Level of customer service provided by Communications Services staff. 112 40.7 150 54.5 12 4.4 1 .4

3. Quality of publications (e.g., Division Leader, Communicator). 156 53.6 124 42.6 8 2.7 3 1.0

4. Internal communications. 99 35.2 162 57.7 16 5.7 4 1.4

5. Community relations. 99 36.8 155 57.6 15 5.6 0 .0

6. Web services. 124 42.9 146 50.5 15 5.2 4 1.4

7. Media production services. 125 47.9 129 49.4 6 2.3 1 .4

8. Legislative/Government relations. 69 35.9 115 59.9 8 4.2 0 .0

9. Business partnerships. 92 40.5 124 54.6 11 4.8 0 .0

10. Education foundation. 100 43.7 121 52.8 8 3.5 0 .0

11. Dissemination of urgent information to target audiences. 127 45.7 134 48.2 13 4.7 4 1.4

12. Overall satisfaction with Communications Services. 111 38.7 165 57.5 9 3.1 2 .7

Information Technology Services

1. Responsiveness of Information Technology Services staff. 97 33.3 148 50.9 35 12.0 11 3.8

2. Level of customer service provided by Information Technology Services staff. 100 34.0 148 50.3 40 13.6 6 2.0

3. Quality of on‐site technical support. 123 42.3 135 46.4 25 8.6 8 2.7

4. Quality of Help Desk support. 117 41.1 147 51.6 17 6.0 4 1.4

5. Administrative application support. 83 31.7 159 60.7 15 5.7 5 1.9

6. Central data processing services (i.e., report cards, network, security, etc.). 78 30.0 148 56.9 23 8.8 11 4.2

7. Quality of computer hardware. 71 25.1 178 62.9 30 10.6 4 1.4

8. Telecommunications (telephones). 97 33.8 164 57.1 16 5.6 10 3.5

9. Imaging Center (i.e., offset printing and bindery services). 134 52.3 117 45.7 2 .8 3 1.2

10. Overall satisfaction with Information Technology Services. 89 31.1 169 59.1 24 8.4 4 1.4




N % N % N % N %

Human Resources

1. Responsiveness of Human Resources staff. 129 44.8 124 43.1 30 10.4 5 1.7

2. Level of customer service provided by Human Resources staff. 137 47.9 121 42.3 23 8.0 5 1.7

3. Overall satisfaction with new employees (hired for FY 2012). 114 43.5 129 49.2 15 5.7 4 1.5

4. Administration of employee compensation and benefits. 129 45.4 143 50.4 9 3.2 3 1.1

5. Administration of retirement services (including ROP). 103 49.0 98 46.7 7 3.3 2 1.0

6. Management of employment and benefit records. 118 45.2 135 51.7 6 2.3 2 .8

7. Administration of classified personnel. 111 42.4 125 47.7 22 8.4 4 1.5

8. Administration of certificated personnel. 118 47.2 114 45.6 17 6.8 1 .4

9. Usefulness of training assistance and consultation services. 107 43.9 120 49.2 14 5.7 3 1.2

10. Quality of information presented (e.g., Level meetings). 106 45.5 115 49.4 11 4.7 1 .4

11. Overall satisfaction with Human Resources. 122 41.8 141 48.3 27 9.2 2 .7




N % N % N % N %

Student Learning and Accountability

Accountability

1. Responsiveness of Accountability staff. 127 51.8 114 46.5 4 1.6 0 .0

2. Level of customer service provided by Accountability staff. 125 51.4 114 46.9 4 1.6 0 .0

3. Grants coordination. 77 44.3 89 51.1 7 4.0 1 .6

4. Data analysis and reporting. 108 46.6 114 49.1 8 3.4 2 .9

5. Records management. 94 42.2 126 56.5 3 1.3 0 .0

6. Implementation of divisionwide assessment program (e.g., school support, SOL help desk, and training).

115 50.7 103 45.4 6 2.6 3 1.3

7. Strategic planning/improvement planning. 97 42.4 126 55.0 5 2.2 1 .4

8. SACS/CASI accreditation. 91 48.7 95 50.8 1 .5 0 .0

9. Program evaluation (comprehensive evaluation and survey services). 98 43.2 125 55.1 3 1.3 1 .4

10. Overall satisfaction with Accountability. 115 46.2 131 52.6 3 1.2 0 .0

Special Education Services

1. Responsiveness of Special Education staff. 60 24.4 112 45.5 50 20.3 24 9.8

2. Level of customer service provided by Special Education staff. 58 23.8 111 45.5 47 19.3 28 11.5

3. Promptness of special education support to schools in response to requests for assistance.

55 25.2 98 45.0 40 18.3 25 11.5

4. Quality of professional development. 44 21.1 106 50.7 46 22.0 13 6.2

5. Clarity of written and oral interpretation of regulatory requirements. 43 19.7 106 48.6 46 21.1 23 10.6

6. Value of the information and support provided by Special Education. 55 23.2 107 45.1 44 18.6 31 13.1

7. Overall satisfaction with Special Education Services. 55 22.5 112 45.9 49 20.1 28 11.5




N % N % N % N %

ESOL Program

1. Responsiveness of ESOL Program staff. 53 27.2 123 63.1 12 6.2 7 3.6

2. Level of support provided by ESOL Program staff. 54 28.4 111 58.4 17 8.9 8 4.2

3. Communication of expectations for ESOL teachers at schools from ESOL Program staff.

42 23.5 108 60.3 19 10.6 10 5.6

4. Quality of ESOL professional development. 42 24.6 109 63.7 13 7.6 7 4.1

5. Instructional support and coaching services to schools provided by ESOL Program staff.

41 25.3 96 59.3 19 11.7 6 3.7

6. Support for building leadership capacity in schools. 39 23.8 103 62.8 16 9.8 6 3.7

7. Overall satisfaction with the ESOL Program. 44 22.8 122 63.2 21 10.9 6 3.1

Student Learning

1. Responsiveness of Student Learning staff. 93 38.9 131 54.8 14 5.9 1 .4

2. Level of customer service provided by Student Learning staff. 93 39.2 130 54.9 12 5.1 2 .8

3. Clarity of communication from Student Learning staff. 83 35.9 133 57.6 13 5.6 2 .9

4. Curriculum/subject area leadership and support. 76 33.9 123 54.9 20 8.9 5 2.2

5. Program area leadership and support. 81 36.7 125 56.6 12 5.4 3 1.4

6. Content and program‐specific professional development and instructional support. 81 37.2 118 54.1 16 7.3 3 1.4

7. Support for building leadership capacity in schools (lead teachers, department chairs, specialists, etc.)

75 35.2 116 54.5 17 8.0 5 2.3

8. Overall satisfaction with Student Learning. 80 34.6 136 58.9 12 5.2 3 1.3




N % N % N % N %

Professional Development

1. Responsiveness of Professional Development staff. 79 32.4 145 59.4 19 7.8 1 .4

2. Level of customer service provided by Professional Development staff. 77 31.3 145 58.9 19 7.7 5 2.0

3. Communication of expectations for schools from Professional Development staff. 59 26.3 134 59.8 26 11.6 5 2.2

4. Instructional support and coaching services provided to schools by Professional Development staff.

63 29.4 121 56.5 26 12.1 4 1.9

5. Baldrige in Education/Baldrige in the Classroom. 45 31.0 84 57.9 11 7.6 5 3.4

6. Support for building leadership capacity in schools by Professional Development staff.

51 24.6 126 60.9 24 11.6 6 2.9

7. Overall satisfaction with Professional Development. 67 27.5 148 60.7 25 10.2 4 1.6

Student Management and Alternative Programs (OSMAP)

1. Responsiveness of OSMAP staff. 99 53.2 84 45.2 2 1.1 1 .5

2. Level of customer service provided by OSMAP staff. 93 50.8 86 47.0 3 1.6 1 .5

3. Clarity of communications and expectations from OSMAP. 81 44.8 93 51.4 6 3.3 1 .6

4. OSMAP referral process: long‐term suspension, expulsion, placement appeals, or criminal reassignment.

74 45.1 84 51.2 4 2.4 2 1.2

5. Administration of summer school programs. 92 48.7 95 50.3 2 1.1 0 .0

6. Summer school program offerings. 78 41.5 101 53.7 8 4.3 1 .5

7. Administration of non‐traditional (alternative) programs, excluding New Dominion and New Directions Alternative Education Centers.

72 42.9 86 51.2 7 4.2 3 1.8

8. Non‐traditional (alternative) program offerings, excluding New Dominion and New Directions Alternative Education Centers.

68 41.2 87 52.7 8 4.8 2 1.2

9. Overall satisfaction with Student Management and Alternative Programs. 87 44.2 103 52.3 6 3.0 1 .5




N % N % N % N %

Student Services

1. Responsiveness of Student Services staff. 101 42.1 128 53.3 9 3.8 2 .8

2. Level of customer service provided by Student Services staff. 101 42.4 127 53.4 9 3.8 1 .4

3. Clarity of written communications from Student Services staff. 93 41.2 121 53.5 10 4.4 2 .9

4. Implementation of curricula, programs and services to support academic success. 83 39.0 120 56.3 8 3.8 2 .9

5. Specialized services provided to students in need of additional support. 86 40.2 116 54.2 9 4.2 3 1.4

6. Counseling services provided to students that promote student academic, personal/social and career development.

81 38.0 117 54.9 12 5.6 3 1.4

7. Consultation and assistance in interpretation and implementation of policies, regulations, and procedures.

86 39.4 120 55.0 10 4.6 2 .9

8. Overall satisfaction with Student Services. 91 38.7 133 56.6 10 4.3 1 .4




N % N % N % N %

Finance and Support Services

Facilities Services

1. Responsiveness of Facilities Services staff. 134 52.5 114 44.7 7 2.7 0 .0

2. Level of customer service provided by Facilities Services staff. 131 51.4 114 44.7 9 3.5 1 .4

3. Development of new facilities. 108 54.3 89 44.7 0 .0 2 1.0

4. Major renovations of existing facilities. 97 48.5 97 48.5 4 2.0 2 1.0

5. Projection of student membership. 73 31.2 144 61.5 12 5.1 5 2.1

6. Capital improvements program. 78 37.9 119 57.8 7 3.4 2 1.0

7. Boundary planning process. 69 35.9 105 54.7 13 6.8 5 2.6

8. Electronic work order system (SchoolDude). 87 38.7 129 57.3 7 3.1 2 .9

9. Repair services‐‐Custodial equipment repair, pest management, graffiti removal. 104 45.0 121 52.4 5 2.2 1 .4

10. Repair services‐‐Heating, ventilating, air conditioning. 115 47.9 110 45.8 13 5.4 2 .8

11. Repair services‐‐Electrical, kitchen, plumbing. 116 51.1 102 44.9 8 3.5 1 .4

12. Repair services‐‐Carpentry, painting, structures & grounds. 117 50.6 107 46.3 6 2.6 1 .4

13. Repair services‐‐Minor Maintenance Crew. 111 48.7 106 46.5 8 3.5 3 1.3

14. Repair services‐‐Business machines. 99 46.7 104 49.1 9 4.2 0 .0

15. Repair services‐‐Environmental, roofing. 95 47.0 100 49.5 6 3.0 1 .5

16. Seven‐Fourteen (7/14) year building refresh program. 71 42.8 87 52.4 6 3.6 2 1.2

17. School generated projects. 80 43.2 96 51.9 6 3.2 3 1.6

18. Overall satisfaction with Facilities Services. 116 45.7 130 51.2 7 2.8 1 .4




N % N % N % N %

Financial Services

1. Responsiveness of Financial Services staff. 84 34.4 149 61.1 7 2.9 4 1.6

2. Level of customer service provided by Financial Services staff. 90 36.4 145 58.7 7 2.8 5 2.0

3. Payment of employees. 151 57.2 110 41.7 3 1.1 0 .0

4. Payment of vendors. 92 44.4 109 52.7 5 2.4 1 .5

5. Budget services. 89 39.7 123 54.9 9 4.0 3 1.3

6. Accounting services. 86 39.8 122 56.5 7 3.2 1 .5

7. School activity fund audits. 67 39.2 101 59.1 2 1.2 1 .6

8. Purchase of goods, services, and construction requirements. 86 39.1 128 58.2 6 2.7 0 .0

9. Warehouse store. 92 42.8 119 55.3 4 1.9 0 .0

10. Pick up/delivery service. 127 51.2 118 47.6 3 1.2 0 .0

11. Courier service. 159 60.5 102 38.8 2 .8 0 .0

12. Property control services. 82 41.0 111 55.5 6 3.0 1 .5

13. Overall satisfaction with Financial Services. 99 38.2 153 59.1 5 1.9 2 .8

Food and Nutrition Services

1. Responsiveness of Food and Nutrition Services staff. 123 48.2 128 50.2 3 1.2 1 .4

2. Level of customer service provided by Food and Nutrition Services staff. 125 48.8 125 48.8 4 1.6 2 .8

3. Efficiency of the service in the student lunch and breakfast program. 102 46.6 110 50.2 5 2.3 2 .9

4. Quality of the food. 89 34.9 143 56.1 16 6.3 7 2.7

5. Special food services (catered meals for special functions). 124 51.7 111 46.3 4 1.7 1 .4

6. Overall satisfaction with Food and Nutrition Services. 114 44.4 137 53.3 5 1.9 1 .4




N % N % N % N %

Risk Management and Security Services

1. Responsiveness of Risk Management and Security Services staff. (Prompt resolution of issues.)

148 52.5 124 44.0 10 3.5 0 .0

2. Level of customer service provided by Risk Management and Security Services staff (including communication and collaboration).

144 50.5 128 44.9 11 3.9 2 .7

3. Courtesy and professionalism of Risk Management and Security Services staff. 165 56.9 117 40.3 6 2.1 2 .7

4. Management of Divisionwide safety/liability issues. 145 52.0 130 46.6 3 1.1 1 .4

5. Crisis management training and consultation. 125 45.5 139 50.5 10 3.6 1 .4

6. Hazardous waste disposal and response. 84 49.4 83 48.8 3 1.8 0 .0

7. Claims management. 90 48.1 92 49.2 4 2.1 1 .5

8. Security/safety consultation. 118 47.2 124 49.6 7 2.8 1 .4

9. Overall satisfaction with Risk Management and Security Services. 140 48.6 142 49.3 6 2.1 0 .0

Transportation Services

1. Responsiveness of Transportation Services staff. 110 45.1 123 50.4 9 3.7 2 .8

2. Level of customer service provided by Transportation Services staff. 112 45.9 117 48.0 13 5.3 2 .8

3. Timeliness of bus transportation. 88 39.5 114 51.1 17 7.6 4 1.8

4. Adequacy of bus fleet. 78 36.8 121 57.1 8 3.8 5 2.4

5. Maintenance/repair of administration vehicles/bus fleet. 84 44.0 103 53.9 3 1.6 1 .5

6. Transportation services for field/athletic trips. 84 39.8 117 55.5 7 3.3 3 1.4

7. Overall satisfaction with Transportation Services. 102 43.0 128 54.0 6 2.5 1 .4

Overall Satisfaction with Central Services 92%



ExecAdmin

Com‐munica‐tion

InfoTech

HumanResources

Account‐ability

Spec Ed ESOLStudentLearning

Prof Dev OSMAPStudentServices

FacilitiesServices

FinanceFoodServ

Risk &Security

Trans‐portation

Excellent 35% 39% 31% 42% 46% 23% 23% 35% 27% 44% 39% 46% 38% 44% 49% 43%

Good 51% 57% 59% 48% 53% 46% 63% 59% 61% 52% 57% 51% 59% 53% 49% 54%

Fair 11% 3% 8% 9% 1% 20% 11% 5% 10% 3% 4% 3% 2% 2% 2% 3%

Poor 2% 1% 1% 1% 0% 11% 3% 1% 2% 1% 0% 0% 1% 0% 0% 0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Overall Satisfaction

2011‐12 Customer Satisfaction Survey Central Office Administration Report

Number of Responses: 152 of 191 Response Rate: 80%



Executive

Adm

inistration

Commun

ication

Inform

ation

Techno

logy

Hum

an

Resources

Accou

ntab

ility

Special

Education

ESOL

Stud

ent

Learning

Profession

al

Develop

men

t

OSM

AP

Stud

ent

Services

Facilities

Fina

nce

Food

Services

Risk

Man

agem

ent &

Security

Tran

sportation

83.9 92.9 90.6 85.0 98.1 72.8 90.8 97.8 84.8 93.8 96.7 97.5 96.0 96.6 97.7 97.9

Excellent Good Fair Poor N % N % N % N %


1. Responsiveness of Executive Administration. 48 35.3 70 51.5 17 12.5 1 .7

2. Level of customer service provided by Executive Administration. 51 38.3 69 51.9 13 9.8 0 .0


4. Commitment to continuous improvement of instruction. 60 46.9 57 44.5 10 7.8 1 .8








2011‐12 Customer Satisfaction Survey Central Office Administrator Report





Communication Services

1. Responsiveness of Communications Services staff. 47 36.2 75 57.7 8 6.2 0 .0

2. Level of customer service provided by Communications Services staff. 45 34.4 76 58.0 10 7.6 0 .0

3. Quality of publications (e.g., Division Leader, Communicator). 72 51.4 60 42.9 6 4.3 2 1.4

4. Internal communications. 40 29.4 82 60.3 11 8.1 3 2.2

5. Community relations. 37 30.1 78 63.4 8 6.5 0 .0 6. Web services. 55 39.0 74 52.5 8 5.7 4 2.8 7. Media production services. 59 46.5 61 48.0 6 4.7 1 .8 8. Legislative/Government relations. 30 34.5 52 59.8 5 5.7 0 .0

9. Business partnerships. 42 43.8 50 52.1 4 4.2 0 .0

10. Education foundation. 45 45.5 50 50.5 4 4.0 0 .0 11. Dissemination of urgent information to target audiences. 60 45.1 61 45.9 10 7.5 2 1.5 12. Overall satisfaction with Communications Services. 46 32.9 84 60.0 9 6.4 1 .7





4. Quality of Help Desk support. 62 43.7 68 47.9 10 7.0 2 1.4

5. Administrative application support. 41 33.3 76 61.8 5 4.1 1 .8

6. Central data processing services (i.e., report cards, network, security, etc.). 42 37.2 67 59.3 3 2.7 1 .9


8. Telecommunications (telephones). 60 42.6 72 51.1 3 2.1 6 4.3 9. Imaging Center (i.e., offset printing and bindery services). 68 55.3 52 42.3 1 .8 2 1.6 10. Overall satisfaction with Information Technology Services. 51 36.7 75 54.0 11 7.9 2 1.4





Human Resources


2. Level of customer service provided by Human Resources staff. 53 39.3 61 45.2 17 12.6 4 3.0

3. Overall satisfaction with new employees (hired for FY 2012). 34 29.6 69 60.0 9 7.8 3 2.6

4. Administration of employee compensation and benefits. 57 42.2 69 51.1 7 5.2 2 1.5

5. Administration of retirement services (including ROP). 43 44.3 50 51.5 3 3.1 1 1.0

6. Management of employment and benefit records. 51 40.2 68 53.5 6 4.7 2 1.6

7. Administration of classified personnel. 40 34.5 58 50.0 15 12.9 3 2.6

8. Administration of certificated personnel. 40 39.2 49 48.0 12 11.8 1 1.0

9. Usefulness of training assistance and consultation services. 35 33.3 58 55.2 9 8.6 3 2.9

10. Quality of information presented (e.g., Level meetings). 35 37.6 50 53.8 7 7.5 1 1.1

11. Overall satisfaction with Human Resources. 45 32.1 74 52.9 19 13.6 2 1.4






Accountability

1. Responsiveness of Accountability staff. 64 61.0 37 35.2 4 3.8 0 .0

2. Level of customer service provided by Accountability staff. 58 56.3 41 39.8 4 3.9 0 .0

3. Grants coordination. 47 58.0 34 42.0 0 .0 0 .0

4. Data analysis and reporting. 54 58.1 34 36.6 4 4.3 1 1.1



46 53.5 36 41.9 2 2.3 2 2.3


8. SACS/CASI accreditation. 46 59.7 30 39.0 1 1.3 0 .0


10. Overall satisfaction with Accountability. 56 52.8 48 45.3 2 1.9 0 .0





31 39.7 33 42.3 7 9.0 7 9.0









ESOL Program




16 31.4 29 56.9 4 7.8 2 3.9



16 37.2 23 53.5 4 9.3 0 .0



Student Learning

1. Responsiveness of Student Learning staff. 42 44.7 48 51.1 3 3.2 1 1.1

2. Level of customer service provided by Student Learning staff. 41 44.1 49 52.7 2 2.2 1 1.1

3. Clarity of communication from Student Learning staff. 38 43.7 45 51.7 3 3.4 1 1.1



6. Content and program‐specific professional development and instructional support. 38 51.4 33 44.6 3 4.1 0 .0


32 44.4 35 48.6 4 5.6 1 1.4







1. Responsiveness of Professional Development staff. 29 28.7 61 60.4 10 9.9 1 1.0

2. Level of customer service provided by Professional Development staff. 28 27.5 60 58.8 10 9.8 4 3.9



17 23.3 44 60.3 11 15.1 1 1.4


6. Support for building leadership capacity in schools by Professional Development staff. 16 22.9 43 61.4 9 12.9 2 2.9



1. Responsiveness of OSMAP staff. 38 46.9 40 49.4 2 2.5 1 1.2

2. Level of customer service provided by OSMAP staff. 35 44.3 40 50.6 3 3.8 1 1.3

3. Clarity of communications and expectations from OSMAP. 30 40.0 40 53.3 4 5.3 1 1.3


27 44.3 29 47.5 3 4.9 2 3.3

5. Administration of summer school programs. 41 53.2 35 45.5 1 1.3 0 .0



30 40.0 38 50.7 5 6.7 2 2.7


31 43.1 36 50.0 4 5.6 1 1.4

9. Overall satisfaction with Student Management and Alternative Programs. 35 43.2 41 50.6 4 4.9 1 1.2





Student Services

1. Responsiveness of Student Services staff. 42 45.2 48 51.6 3 3.2 0 .0


3. Clarity of written communications from Student Services staff. 38 45.8 40 48.2 5 6.0 0 .0

4. Implementation of curricula, programs and services to support academic success. 32 45.1 36 50.7 2 2.8 1 1.4

5. Specialized services provided to students in need of additional support. 33 46.5 35 49.3 3 4.2 0 .0


29 41.4 37 52.9 3 4.3 1 1.4


36 47.4 37 48.7 3 3.9 0 .0







Facilities Services



3. Development of new facilities. 65 62.5 39 37.5 0 .0 0 .0

4. Major renovations of existing facilities. 54 52.9 47 46.1 1 1.0 0 .0


6. Capital improvements program. 41 42.3 53 54.6 3 3.1 0 .0


8. Electronic work order system (SchoolDude). 43 43.4 52 52.5 3 3.0 1 1.0


10. Repair services‐‐Heating, ventilating, air conditioning. 55 51.4 48 44.9 4 3.7 0 .0



13. Repair services‐‐Minor Maintenance Crew. 49 51.0 46 47.9 1 1.0 0 .0



16. Seven‐Fourteen (7/14) year building refresh program. 35 47.3 37 50.0 2 2.7 0 .0

17. School generated projects. 33 50.0 31 47.0 2 3.0 0 .0






Financial Services

1. Responsiveness of Financial Services staff. 46 38.7 65 54.6 6 5.0 2 1.7

2. Level of customer service provided by Financial Services staff. 47 39.2 64 53.3 5 4.2 4 3.3

3. Payment of employees. 81 63.8 44 34.6 2 1.6 0 .0

4. Payment of vendors. 48 49.0 46 46.9 4 4.1 0 .0

5. Budget services. 45 43.3 51 49.0 7 6.7 1 1.0


7. School activity fund audits. 27 47.4 28 49.1 1 1.8 1 1.8


9. Warehouse store. 49 48.5 49 48.5 3 3.0 0 .0

10. Pick up/delivery service. 69 58.5 46 39.0 3 2.5 0 .0

11. Courier service. 84 67.7 39 31.5 1 .8 0 .0

12. Property control services. 41 45.6 43 47.8 5 5.6 1 1.1

13. Overall satisfaction with Financial Services. 51 40.8 69 55.2 4 3.2 1 .8


1. Responsiveness of Food and Nutrition Services staff. 62 52.5 53 44.9 3 2.5 0 .0

2. Level of customer service provided by Food and Nutrition Services staff. 65 55.1 51 43.2 2 1.7 0 .0

3. Efficiency of the service in the student lunch and breakfast program. 37 47.4 38 48.7 3 3.8 0 .0


5. Special food services (catered meals for special functions). 64 58.2 43 39.1 3 2.7 0 .0

6. Overall satisfaction with Food and Nutrition Services. 59 50.9 53 45.7 4 3.4 0 .0







60 46.5 63 48.8 6 4.7 0 .0


65 50.0 55 42.3 9 6.9 1 .8

3. Courtesy and professionalism of Risk Management and Security Services staff. 75 55.6 56 41.5 4 3.0 0 .0

4. Management of Divisionwide safety/liability issues. 60 47.6 65 51.6 1 .8 0 .0



7. Claims management. 34 42.5 43 53.8 3 3.8 0 .0




1. Responsiveness of Transportation Services staff. 45 44.1 55 53.9 2 2.0 0 .0

2. Level of customer service provided by Transportation Services staff. 47 46.1 50 49.0 5 4.9 0 .0

3. Timeliness of bus transportation. 33 40.7 46 56.8 2 2.5 0 .0

4. Adequacy of bus fleet. 29 41.4 38 54.3 3 4.3 0 .0








ExecAdmin

Com‐munica‐tion

InfoTech

HumanResources

Account‐ability



FacilitiesServices

FinanceFoodServ

Risk &Security

Trans‐portation

Excellent 31% 33% 37% 32% 53% 33% 29% 42% 23% 43% 43% 51% 41% 51% 42% 43%

Good 52% 60% 54% 53% 45% 40% 62% 56% 62% 51% 54% 46% 55% 46% 55% 55%

Fair 14% 6% 8% 14% 2% 18% 6% 1% 13% 5% 3% 3% 3% 3% 2% 2%

Poor 2% 1% 1% 1% 0% 9% 3% 1% 2% 1% 0% 0% 1% 0% 0% 0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


2011‐12 Customer Satisfaction Survey School‐Based Administrator Report




Executive

Adm

inistration

Commun

ications

Inform

ation

Techno

logy

Hum

an

Resou

rces

Accou

ntab

ility

Special

Education

ESOL

Stud

ent

Learning

Profession

al

Develop

men

t

OSM

AP

Stud

ent

Services

Facilities

Fina

nce

Food

Services

Risk

Man

agem

ent &

Security

Tran

sportation

88.8 99.3 89.8 94.7 99.3 65.2 83.6 90.7 90.3 98.3 94.4 96.3 98.5 98.6 98.1 96.4


N % N % N % N %


1. Responsiveness of Executive Administration. 62 39.7 66 42.3 23 14.7 5 3.2

2. Level of customer service provided by Executive Administration. 65 41.4 69 43.9 18 11.5 5 3.2


4. Commitment to continuous improvement of instruction. 86 53.4 64 39.8 7 4.3 4 2.5












N % N % N % N %


Communication Services 1. Responsiveness of Communications Services staff. 65 45.8 72 50.7 4 2.8 1 .7 2. Level of customer service provided by Communications Services staff. 67 46.5 74 51.4 2 1.4 1 .7 3. Quality of publications (e.g., Division Leader, Communicator). 84 55.6 64 42.4 2 1.3 1 .7 4. Internal communications. 59 40.7 80 55.2 5 3.4 1 .7 5. Community relations. 62 42.5 77 52.7 7 4.8 0 .0

6. Web services. 69 46.6 72 48.6 7 4.7 0 .0

7. Media production services. 66 49.3 68 50.7 0 .0 0 .0 8. Legislative/Government relations. 39 37.1 63 60.0 3 2.9 0 .0 9. Business partnerships. 50 38.2 74 56.5 7 5.3 0 .0

10. Education foundation. 55 42.3 71 54.6 4 3.1 0 .0

11. Dissemination of urgent information to target audiences. 67 46.2 73 50.3 3 2.1 2 1.4

12. Overall satisfaction with Communications Services. 65 44.2 81 55.1 0 .0 1 .7





4. Quality of Help Desk support. 55 38.5 79 55.2 7 4.9 2 1.4 5. Administrative application support. 42 30.2 83 59.7 10 7.2 4 2.9

6. Central data processing services (i.e., report cards, network, security, etc.). 36 24.5 81 55.1 20 13.6 10 6.8


8. Telecommunications (telephones). 37 25.3 92 63.0 13 8.9 4 2.7

9. Imaging Center (i.e., offset printing and bindery services). 66 49.6 65 48.9 1 .8 1 .8 10. Overall satisfaction with Information Technology Services. 38 25.9 94 63.9 13 8.8 2 1.4





N % N % N % N %

Human Resources


2. Level of customer service provided by Human Resources staff. 84 55.6 60 39.7 6 4.0 1 .7

3. Overall satisfaction with new employees (hired for FY 2012). 80 54.4 60 40.8 6 4.1 1 .7

4. Administration of employee compensation and benefits. 72 48.3 74 49.7 2 1.3 1 .7

5. Administration of retirement services (including ROP). 60 53.1 48 42.5 4 3.5 1 .9

6. Management of employment and benefit records. 67 50.0 67 50.0 0 .0 0 .0

7. Administration of classified personnel. 71 48.6 67 45.9 7 4.8 1 .7

8. Administration of certificated personnel. 78 52.7 65 43.9 5 3.4 0 .0

9. Usefulness of training assistance and consultation services. 72 51.8 62 44.6 5 3.6 0 .0

10. Quality of information presented (e.g., Level meetings). 71 50.7 65 46.4 4 2.9 0 .0

11. Overall satisfaction with Human Resources. 77 50.7 67 44.1 8 5.3 0 .0





N % N % N % N %


Accountability

1. Responsiveness of Accountability staff. 63 45.0 77 55.0 0 .0 0 .0

2. Level of customer service provided by Accountability staff. 67 47.9 73 52.1 0 .0 0 .0

3. Grants coordination. 30 32.3 55 59.1 7 7.5 1 1.1

4. Data analysis and reporting. 54 38.8 80 57.6 4 2.9 1 .7



69 48.9 67 47.5 4 2.8 1 .7


8. SACS/CASI accreditation. 45 40.9 65 59.1 0 .0 0 .0


10. Overall satisfaction with Accountability. 59 41.3 83 58.0 1 .7 0 .0





24 17.1 65 46.4 33 23.6 18 12.9









N % N % N % N %

ESOL Program




26 20.3 79 61.7 15 11.7 8 6.3



25 21.0 73 61.3 15 12.6 6 5.0



Student Learning

1. Responsiveness of Student Learning staff. 51 35.2 83 57.2 11 7.6 0 .0

2. Level of customer service provided by Student Learning staff. 52 36.1 81 56.3 10 6.9 1 .7

3. Clarity of communication from Student Learning staff. 45 31.3 88 61.1 10 6.9 1 .7



6. Content and program‐specific professional development and instructional support. 43 29.9 85 59.0 13 9.0 3 2.1


43 30.5 81 57.4 13 9.2 4 2.8






N % N % N % N %


1. Responsiveness of Professional Development staff. 50 35.0 84 58.7 9 6.3 0 .0

2. Level of customer service provided by Professional Development staff. 49 34.0 85 59.0 9 6.3 1 .7



46 32.6 77 54.6 15 10.6 3 2.1


6. Support for building leadership capacity in schools by Professional Development staff.

35 25.5 83 60.6 15 10.9 4 2.9



1. Responsiveness of OSMAP staff. 61 58.1 44 41.9 0 .0 0 .0

2. Level of customer service provided by OSMAP staff. 58 55.8 46 44.2 0 .0 0 .0

3. Clarity of communications and expectations from OSMAP. 51 48.1 53 50.0 2 1.9 0 .0


47 45.6 55 53.4 1 1.0 0 .0

5. Administration of summer school programs. 51 45.5 60 53.6 1 .9 0 .0



42 45.2 48 51.6 2 2.2 1 1.1


37 39.8 51 54.8 4 4.3 1 1.1

9. Overall satisfaction with Student Management and Alternative Programs. 52 44.8 62 53.4 2 1.7 0 .0





N % N % N % N %

Student Services

1. Responsiveness of Student Services staff. 59 40.1 80 54.4 6 4.1 2 1.4


3. Clarity of written communications from Student Services staff. 55 38.5 81 56.6 5 3.5 2 1.4

4. Implementation of curricula, programs and services to support academic success. 51 35.9 84 59.2 6 4.2 1 .7

5. Specialized services provided to students in need of additional support. 53 37.1 81 56.6 6 4.2 3 2.1


52 36.4 80 55.9 9 6.3 2 1.4


50 35.2 83 58.5 7 4.9 2 1.4






N % N % N % N %


Facilities Services



3. Development of new facilities. 43 45.3 50 52.6 0 .0 2 2.1

4. Major renovations of existing facilities. 43 43.9 50 51.0 3 3.1 2 2.0


6. Capital improvements program. 37 33.9 66 60.6 4 3.7 2 1.8


8. Electronic work order system (SchoolDude). 44 34.9 77 61.1 4 3.2 1 .8


10. Repair services‐‐Heating, ventilating, air conditioning. 60 45.1 62 46.6 9 6.8 2 1.5



13. Repair services‐‐Minor Maintenance Crew. 62 47.0 60 45.5 7 5.3 3 2.3



16. Seven‐Fourteen (7/14) year building refresh program. 36 39.1 50 54.3 4 4.3 2 2.2

17. School generated projects. 47 39.5 65 54.6 4 3.4 3 2.5






N % N % N % N %

Financial Services

1. Responsiveness of Financial Services staff. 38 30.4 84 67.2 1 .8 2 1.6

2. Level of customer service provided by Financial Services staff. 43 33.9 81 63.8 2 1.6 1 .8

3. Payment of employees. 70 51.1 66 48.2 1 .7 0 .0

4. Payment of vendors. 44 40.4 63 57.8 1 .9 1 .9

5. Budget services. 44 36.7 72 60.0 2 1.7 2 1.7


7. School activity fund audits. 40 35.1 73 64.0 1 .9 0 .0


9. Warehouse store. 43 37.7 70 61.4 1 .9 0 .0

10. Pick up/delivery service. 58 44.6 72 55.4 0 .0 0 .0

11. Courier service. 75 54.0 63 45.3 1 .7 0 .0

12. Property control services. 41 37.3 68 61.8 1 .9 0 .0

13. Overall satisfaction with Financial Services. 48 35.8 84 62.7 1 .7 1 .7


1. Responsiveness of Food and Nutrition Services staff. 61 44.5 75 54.7 0 .0 1 .7

2. Level of customer service provided by Food and Nutrition Services staff. 60 43.5 74 53.6 2 1.4 2 1.4

3. Efficiency of the service in the student lunch and breakfast program. 65 46.1 72 51.1 2 1.4 2 1.4


5. Special food services (catered meals for special functions). 60 46.2 68 52.3 1 .8 1 .8

6. Overall satisfaction with Food and Nutrition Services. 55 39.0 84 59.6 1 .7 1 .7





N % N % N % N %



88 57.5 61 39.9 4 2.6 0 .0


79 51.0 73 47.1 2 1.3 1 .6

3. Courtesy and professionalism of Risk Management and Security Services staff. 90 58.1 61 39.4 2 1.3 2 1.3

4. Management of Divisionwide safety/liability issues. 85 55.6 65 42.5 2 1.3 1 .7



7. Claims management. 56 52.3 49 45.8 1 .9 1 .9




1. Responsiveness of Transportation Services staff. 65 45.8 68 47.9 7 4.9 2 1.4

2. Level of customer service provided by Transportation Services staff. 65 45.8 67 47.2 8 5.6 2 1.4

3. Timeliness of bus transportation. 55 38.7 68 47.9 15 10.6 4 2.8

4. Adequacy of bus fleet. 49 34.5 83 58.5 5 3.5 5 3.5








ExecAdmin

Com‐munica‐tion

InfoTech

HumanResources

Account‐ability



FacilitiesServices

FinanceFoodServ

Risk &Security

Trans‐portation

Excellent 39% 44% 26% 51% 41% 15% 20% 30% 30% 45% 36% 41% 36% 39% 54% 43%

Good 50% 55% 64% 44% 58% 50% 64% 61% 60% 53% 58% 56% 63% 60% 44% 54%

Fair 9% 0% 9% 5% 1% 21% 13% 8% 8% 2% 5% 3% 1% 1% 2% 3%

Poor 3% 1% 1% 0% 0% 13% 3% 1% 1% 0% 1% 1% 1% 1% 0% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


2011‐12 Customer Satisfaction Survey


Executive

Adm

inistration

Commun

ication

Inform

ation

Techno

logy

Hum

an

Resources

Accou

ntab

ility

Special

Education

ESOL

Stud

ent

Learning

Profession

al

Develop

men

t

OSM

AP

Stud

ent

Services

Facilities

Fina

nce

Food

Services

Risk

Man

agem

ent

& Security

Tran

sportation

2009‐10 83% 95% 94% 92% 97% 77% N/A 94% N/A 95% 95% 95% 98% 97% 94% 96%2010‐11 85% 98% 92% 91% 95% 73% N/A 89% N/A 96% 96% 96% 97% 96% 95% 96%2011‐12 86% 96% 90% 90% 99% 68% 86.0% 94% 88.1% 96% 95% 97% 97% 98% 98% 97%

ExecAdmin

Com‐munica‐tion

InfoTech

HumanResources

Account‐ability Spec Ed ESOL

StudentLearning Prof Dev OSMAP

StudentServices

FacilitiesServices Finance

FoodServ

Risk &Security

Trans‐portation

2009‐10 83% 95% 94% 92% 97% 77% 94% 95% 95% 95% 98% 97% 94% 96%

2010‐11 85% 98% 92% 91% 95% 73% 89% 96% 96% 96% 97% 96% 95% 96%

2011‐12 86% 96% 90% 90% 99% 68% 86% 94% 88% 96% 95% 97% 97% 98% 98% 97%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Overall Satisfaction Trend Report(Percent Excellent & Good)

customer satisfaction 2011 · the 2011‐12 customer satisfaction survey (css) was administered...

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