Our vision is to maximize public service and financial savings through the implementation of technology solutions that support and enhance current and future service delivery systems at the County of Sonoma.
The Information Systems Department uses a variety of measures to help manage performance and analyze key trends. Those measures include results from customer satisfactions surveys performed by the Help Desk Institute (HDI), and a number of measures obtained in-house.
ISD was awarded the HDI CSAT Elite 50 award in 2016 for obtaining superior customer satisfaction survey scores.
The complete data sets for the HDI customer satisfaction surveys and the in-house obtained measures are publicly available from our open data portal at SoCoData. A sampling of performance management visualizations from our open data portal are shown below.
Satisfaction Survey Results
This dataset provides survey results from customers for work performed by the Information Systems Department. Customers are asked to rate their satisfaction with their overall service experience (Question 5), where one is “very dissatisfied” and five is “very satisfied”. Since ISD first began sending out and receiving survey responses, it has consistently rated above a 4.8 score.
Average of Overall Satisfaction
Survey Results across All Questions
Across all survey questions, the average satisfaction is above 4.7 from 2013 through 2016.
- Question 1: Courtesy of the analyst
- Question 2: Technical knowledge and skills of the analyst
- Question 3: Timeliness of the service provided
- Question 4: Quality of the service provided
- Question 5: Satisfaction with the overall service experience
Electronic Document Management System
The Information Systems Department has been actively expanding the role of its Electronic Document Management System (“EDMS”) amongst departments, linking the tool to key systems such as the Enterprise Financial System to capture critical information in a singular repository. Since February 2014, the amount of megabytes stored in the EDMS has quadrupled.
Document Management - Storage Used