FIGURE 32 Customer Satisfaction with Projects
0% 25% 50% 75% 100%
98.2% 96.5% 95.4% 92.4% 94.7% 95.2% 94.8%
2014 2015 2016 2017 2018 2019 Fiscal Year
Target >= 90% Actual
Definition Number of projects rated as satisfactorily completed divided by total evaluated
Source Design Project Customer Satisfaction Survey & Construction Projects Customer Satisfaction Surveys as of October 16, 2019
Target >= 90% of projects are rated by clients as satisfactorily completed
Average
6-Year
addressed this KPI through a biennial peer satisfaction survey (last conducted in FY 2017). Instead of conducting the survey in FY 2019, the AOC revamped the approach to focus on defining measures for internal customer service functions, benchmarking best practices and identifying new methods for capturing satisfaction information. Measuring refined customer service metrics and methods will provide more timely performance management and actionable insights. This new approach will provide more regular data that will allow the AOC to analyze performance and make ongoing improvements to operations. The AOC plans to implement the new approach and redesign the peer satisfaction survey in FY 2020.
NEW! Customer Experience Program (ES KPI 4)
or stakeholders based upon customer preferences. Examples of service request work orders are requirements to paint a wall a new color or to hang a painting. During FY 2019, the AOC realigned this KPI from the Maintain Awe-Inspiring Facilities goal to the Provide Extraordinary Services goal. The AOC performs over 102,000 service request work orders per year. This accounts for 19.4 percent of the 525,000 total work orders logged within the agency. The AOC target for this KPI is to close 90 percent of service request work orders within the cycle time.
In FY 2019, the AOC did not measure data for this KPI. Although the AOC continued to collect service request work order data in FY 2019, a data improvement effort necessitated a strategic pause in reporting on its work order results. As part of the agency’s enhancements to its performance measurement and management approach and to understand service request trends, the AOC is evaluating options to improve its work order management processes and standards. This effort will improve work order data consistency across the agency. For each of the five fiscal years preceding FY 2019, the AOC achieved its target of a 90.0 percent on-time completion rate for service request work orders, as illustrated in Figure 33.
Favorability Ratings for Peer Customer Satisfaction (ES KPI 3)
This KPI measures how employees rate the services provided to them by other AOC business units. The AOC has historically
2019 PERFORMANCE AND ACCOUNTABILIT Y REPORT
This KPI falls under the new strategy the AOC developed for this strategic objective in FY 2019. The target for this KPI is to establish a customer experience program. In FY 2019, the AOC established a customer experience action committee that included representatives from all jurisdictions and offices. The action committee conducted an internal analysis of customer service practices including processes and systems, as well as methods of gathering customer feedback. The group also assessed current levels of internal and external customer satisfaction and developed a road map that includes strategies to strengthen AOC’s customer experience activities by focusing on the following key elements:
FIGURE 33 Service Request Work Order Timeliness
0% 25% 50% 75% 100%
92.9% 92.8% 92.6% 91.9% 92.4%
9
2014
2015
2016 Target >= 90%
2017 Fiscal Year Actual
Definition Service request work orders closed within cycle time divided by total service request work orders due
Source WebTMA, the AOC's work order management system, extracted from Corporate Performance Dashboard on October 17, 2018
Target >= 90% of service requests are completed as promised
Under Review
2018
2019
Performance Information • Section II
67
Satisfaction Rate
Performance
UNDER REVIEW
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