Customer Satisfaction Surveys are a primary measurement of our success in meeting service delivery objectives. Outside parties survey clients on requests and incident response tickets. The surveys measure courtesy, knowledge, timeliness, quality, and overall satisfaction on a scale of 1 – 5.
Over 3,000 surveys have been responded to over the last 2 years. Ratings are compared to government peers and to all industries. For 3 years the Information Systems Department has exceeded both Government and all industries in satisfaction levels. In 2018, the department was ranked 1st Place in the Help Desk Institute Elite 50 for outstanding performance when compared against other benchmark entities.
This honor helps reinforce the value of measurement and importance of recognizing the hard work staff perform to make sure clients are satisfied with services being provided… everyday! The Information Systems Department utilizes customer satisfaction feedback proactively to adjust training plans and to reassign staff from other areas to help insure client satisfaction remains a top focus and priority.
Innovation and sound business practices are critical to our success in in demonstrating product and service value. Technology is constantly changing and emerging solutions can often be incorporated to provide improved delivery of public services. Sonoma County has been recognized as a leader in technology and innovation achieving top 5 rankings in the Digital Counties Survey since 2014 achieving 1stPlace in 2016 and again in 2018.
The survey collects information about our technology portfolio and about specific areas deemed important to the public. This is a national award conducted by the Center for Digital Government in partnership with the National Association of Counties (NACo) and provides a basis for both learning about technology trends and helps focus future efforts on the right things.
Equally important to maintaining a culture of customer satisfaction and innovation is managing and forecasting service demand for products and understanding expanding client expectations. Workload Indicators serve this purpose and help demonstrate how all primary IT functional areas deliver value and support change. Regular increases in user counts, devices supported, and related work activity with constantly changing technology demonstrates how our business partners view this resource as vital component of quality public service delivery. Summary information follows and additional detail is available in online ISD Performance Metrics and detailed Customer Satisfaction reports.