In early 2007, the Department of State Lands (DSL) began conducting one annual customer service survey using the six Department of Administrative Services-mandated questions. The survey is used to track Key Performance Measure 15 (Customer Service); our goal is to have 90 percent of our customers rating DSL's service delivery as “excellent” or “good.”
In April, four customer groups were identified to receive a survey, and approximately 1580 surveys were sent via mail and e-mail to a random sample of these customers. Survey recipients had some level of interaction with DSL in 2007. The samples were drawn from the agency's Land Administration System (LAS), “Key Communicators” mailing list, wetland consultant e-mail list, and the Unclaimed Property Section's databases.
Because of an ordering error, the mailed surveys did not include a self-addressed, stamped return envelope, which resulted in a low return rate. Of the 1580 surveys sent, only 250 - 15.8 percent - were returned.
The four customer groups, and the number of surveys sent for each, include:
- Unclaimed Property claimants and holders (513) - 15.2% (78) returned
- Land Management lessees (284) - 17.6% (50) returned
- Wetlands and Waterways permittees, consultants and those who received wetland reports (584) - 14.5% (85) returned
- Agency Partners (200) - 18.5% (37) returned
Survey responses for each customer group were collected separately so each division/program has specific information, although the small sample sizes make the individual sections' responses not statistically valid (each section should have received at least 100 responses).
Survey respondents provided 104 open-ended comments that will be helpful in improving customer service.
The agency's combined scoring follows. Totals may not add to 100 due to rounding.
1. How do you rate the timeliness of the services DSL provides?
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Excellent: |
27% |
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Good: |
43% |
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Fair: |
16% |
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Poor: |
7% |
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Don't know: |
7% |
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TOTAL excellent and good: 70% (2007 - 68%)
2. How do you rate DSL’s ability to provide services correctly the first time?
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Excellent: |
27% |
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Good: |
48% |
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Fair: |
10% |
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Poor: |
7% |
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Don't know: |
8% |
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TOTAL excellent and good: 75% (2007 - 75%)
3. How do you rate DSL's helpfulness?
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Excellent: |
34% |
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Good: |
41% |
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Fair: |
10% |
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Poor: |
6% |
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Don't know: |
9% |
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TOTAL excellent and good: 75% (2007 - 76%)
4. How do you rate the knowledge and expertise of DSL employees?
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Excellent: |
31% |
|
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Good: |
42% |
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Fair: |
13% |
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Poor: |
3% |
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Don't know: |
11% |
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TOTAL excellent and good: 73% (2007 - 82%)
5. How do you rate the availability of information at DSL?
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Excellent: |
20% |
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Good: |
47% |
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Fair: |
20% |
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Poor: |
7% |
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Don’t know: |
6% |
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TOTAL excellent and good: 67% (2007 - 75%)
6. How do you rate the overall quality of service DSL provides?
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Excellent: |
27% |
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Good: |
50% |
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Fair: |
13% |
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Poor: |
6% |
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Don’t know: |
4% |
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TOTAL excellent and good: 77% (2007 - 72%)
Conclusions:
This year's survey results were very similar to the survey conducted in 2007, especially taking into consideration the low response rate this year. The 2008 average score of 73% for all six questions compares favorably with 74.4% in 2007.
On a positive note, survey respondents rated the “overall quality of service DSL provides” higher this year - 77% rating the services excellent or good in 2008 compared to 72% in 2007. And the number of “poor” ratings dropped considerably from a combined percentage score of 51 in 2007 to 36 in 2008.
Many respondents praised DSL staff for being thorough, pleasant and knowledgeable. Even when respondents didn't agree with the outcome of the service (e.g., a permit or lease), they were able to separate the person from the product in most instances. However, survey respondents rated the “knowledge and expertise of DSL employees” lower this year - 73% rating this as excellent or good in 2008 compared to 82% in 2007. This is a concern for the agency, and something that is not readily explained in the survey respondents' comments.
“Availability of information at DSL” was also down in 2008 - with 67% giving an excellent or good rating this year compared to 75% in 2007.
While our goal of 90% combined excellent and good ratings for all categories was not achieved, DSL continues to implement strategies to increase the effectiveness of our customer service, including more Web-based services, staff training and customer-friendly communications. We believe we're on the right track, and we hope our customers do too, as echoed by the following comments:
“Thank you for the chance to provide input . . . I look forward to continuing to provide comment and feedback during ODSL improvements. Keep moving forward!”
“DSL was rated 'poor' three years ago by me. You still have a ways to go but I'm seeing encouraging signs.”
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