Corporate Services Sector: Customer Satisfaction Survey ...dfo-mpo.gc.ca/Library/258248.pdf · Corporate Services Customer Satisfaction Survey FINAL REPORT 3 2.0 RESPONDENT PROFILE

Corporate Services Customer Satisfaction Survey

FINAL REPORT

Corporate Services Sector: Customer Satisfaction Survey

Department of Fisheries and Oceans Final Report January 19, 2001


FINAL REPORT

Table of Contents EXECUTIVE SUMMARY ......................................................................................................................................... I

1. INTRODUCTION ..............................................................................................................................................1 1.1 BACKGROUND AND OBJECTIVES ..........................................................................................................................1 1.2 APPROACH AND METHODOLOGY .........................................................................................................................1

Issues Identification Workshop .............................................................................................................................1 Questionnaire Design ...........................................................................................................................................1 Communications ...................................................................................................................................................1 Data Collection.....................................................................................................................................................1 Analysis.................................................................................................................................................................2 Reporting ..............................................................................................................................................................2

2.0 RESPONDENT PROFILE ...................................................................................................................................3 2.1 SECTOR ................................................................................................................................................................3 2.2 LEVEL ..................................................................................................................................................................3 2.3 EMPLOYMENT TERM ............................................................................................................................................3 2.4 YEARS OF SERVICE...............................................................................................................................................4

3.0 KEY FINDINGS....................................................................................................................................................5 3.1 AWARENESS AND USAGE OF CORPORATE SERVICES ............................................................................................5 3.2 OVERALL IMPORTANCE AND SATISFACTION WITH CORPORATE SERVICES...........................................................6 3.3 HUMAN RESOURCES (HR) SERVICES ...................................................................................................................8

Awareness .............................................................................................................................................................8 Usage ....................................................................................................................................................................8 Importance of HR-specific Services......................................................................................................................9 Satisfaction with HR-Specific Services ...............................................................................................................10 Service Assessment .............................................................................................................................................11

3.4 INFORMATION MANAGEMENT AND TECHNOLOGY SERVICES (IM&TS) .............................................................12 Awareness ...........................................................................................................................................................12 Usage ..................................................................................................................................................................13 Importance of IM&TS-Specific Services.............................................................................................................13 Satisfaction with IM&TS –Specific Services .......................................................................................................14 Service Assessment .............................................................................................................................................16

3.5 FINANCE AND ADMINISTRATION (F&A) SERVICES ............................................................................................17 Awareness ...........................................................................................................................................................17 Usage ..................................................................................................................................................................17 Importance of F&A-Specific Services.................................................................................................................18 Satisfaction with F&A-Specific Services.............................................................................................................19 Service Assessment .............................................................................................................................................20

3.6 CROSS-FUNCTIONAL VIEW OF CORPORATE SERVICES........................................................................................21 Importance of HR, IM&TS, and F&A Services...................................................................................................21 Satisfaction with Corporate Services..................................................................................................................22 Service Assessment .............................................................................................................................................23

4.0 CONCLUSIONS AND RECOMMENDATIONS.............................................................................................25

5.0 APPENDICES......................................................................................................................................................27 5.1 APPENDIX A: QUESTIONNAIRE...........................................................................................................................27 5.2 APPENDIX B: CROSS-SECTOR ANALYSIS OF SERVICE ASSESSMENT ..................................................................38


FINAL REPORT i

EXECUTIVE SUMMARY

The Corporate Services (CS) Sector of the Department of Fisheries and Oceans (DFO) engaged PricewaterhouseCoopers to conduct a Customer Satisfaction Study. The objective of the study was to determine whether the transition from working in the “back office” to concentrating on the delivery of “front office” services, which are more focused on its customers’ needs, has been successful and is resulting in improved service delivery. In order to measure the success of the changes in service delivery, PricewaterhouseCoopers conducted a brief Web-based survey that targeted all DFO employees located in the National Capital Region (NCR). A phased approached was used to conduct the survey which involved; 1) a workshop, with representatives from various Sectors within DFO, to identify key issues to be addressed; 2) questionnaire design using the information collected from the workshop and other data provided by the client; 3) data collection from December 6th to December 13th; and 4) analysis and reporting of results. In total, 512 DFO employees completed the survey. Based on an estimated population of 1,320 employees in the NCR, the response rate was 39%. This report details the key findings of the Customer Satisfaction Survey; specifically the awareness, usage, importance and satisfaction with Human Resources (HR) Services, Information Management and Technology Services (IM&TS) and Finance and Administration (F&A) Services provided by Corporate Services. The level of awareness of HR, IM&TS and F&A Services is high, with more than half of NCR employees using the services offered by CS at least once a week. It is clear that employees view the services as important in helping them do their jobs. In total, 85% claim that CS is either somewhat important or critical to their job, while only 4% indicate that it is not important. Just over half of employees are satisfied with the services provided by CS, while only 18% are dissatisfied. Respondents were asked to identify their awareness, usage, importance of and satisfaction with specific HR Services. Most employees feel that the HR-specific services provided by CS (e.g., staffing and compensation services) are critical to their jobs; however, significantly fewer employees are satisfied (38%) with the services provided. The service assessment of HR specific services reveals that overall there is room for improvement on all attributes. Specifically, employees indicated that HR services provided by CS are relatively inflexible, not timely and lack customer focus. The vast majority of respondents view IM&TS specific services as important or critical to doing their job. CS is doing a good job in the delivery of IM&TS services with close to three quarters of employees claiming to be satisfied. Although employees feel that the service delivery of IM&TS is better than that of HR or F&A services, there is still some room for improvement in the areas of timeliness and flexibility. DFO employees in the NCR also see F&A services as being important and critical to their jobs. More than half of employees are satisfied with the F&A specific services. Respondents indicated highest satisfaction with travel and relocation services. Overall, employees indicated that F&A services are of high quality, and easily accessible; however, flexibility of service delivery could be improved. Based on the survey results, several conclusions can be drawn with respect to awareness, usage, importance of and satisfaction with the various services provided by the Corporate Services (CS) Sector. The key findings include:


FINAL REPORT ii

• Awareness of the three Corporate Services functions: Human Resources (92%), Finance and Accounting (86%), and Information Management & Technology Services (84%), is high across all Sectors within DFO-NCR.

• The vast majority of all DFO employees located in the NCR use CS at least once per year. Not surprisingly, IM&TS and F&A services tend to be used more frequently than HR services.

• It is widely believed that Corporate Services plays an important (42%) or even critical (43%) role in helping DFO employees to do their job.

• Overall, just over half (51%) of employees in the NCR are somewhat or completely satisfied with the services provided by CS. A closer look at the three CS functions reveals significantly different levels of satisfaction – most employees are satisfied with IM&TS (71%), while the opposite is true with HR services (37%).

• Consistent for all three CS functions, the service attributes that have the stronger impact on overall satisfaction are: high quality; customer oriented service; and timeliness, compared to accessibility and flexibility.

In terms of moving forward, it is recommended that efforts should focus on the services for which importance is high, but satisfaction is low. The analysis reveals that this would entail focussing on several HR services such as staffing, compensation services and job classification and design. There are also some F&A services that warrant attention, specifically tools and financial systems, and business planning and reporting. In contrast, IM&TS appears to be on relatively sound footing with respect to satisfaction.


FINAL REPORT 1

1. INTRODUCTION

1.1 BACKGROUND AND OBJECTIVES

The Corporate Services (CS) Sector of the Department of Fisheries and Oceans (DFO) engaged PricewaterhouseCoopers to conduct a study to determine whether changes it has implemented have been successful and are resulting in improved service delivery. Specifically, CS is placing a renewed focus on its customers. This involves transforming CS from working in the "back office" to concentrating more effort on the delivery of "front office" services, which are tailored to the requirements of its customers. In order to measure how successful CS has been in this transformation from back office to front office services, PricewaterhouseCoopers conducted a brief survey with all of CS’ internal customers in the National Capital Region (NCR). The results of the survey will be used to determine how well CS has done in the past and to establish a baseline to which future performance can be measured. The survey will also help CS define its future planning priorities.

1.2 APPROACH AND METHODOLOGY

The overall approach involved a Web-based survey that targeted all DFO employees located in the National Capital Region (NCR). The key steps involved in conducting this survey are described below. Issues Identification Workshop A half-day workshop facilitated by PricewaterhouseCoopers was held on November 14, 2000 to identify key issues to be addressed in the survey. A total of eleven representatives from various Sectors within DFO participated in this workshop. The feedback gathered during the workshop was used in the development of the survey questionnaire. Questionnaire Design PricewaterhouseCoopers drafted a questionnaire using the information collected from the workshop as well as other data provided by the client. This draft questionnaire was submitted to the client for review. Based on the client’s comments, the questionnaire was revised and re-submitted for final approval. The final version of the questionnaire was translated to French. Please refer to Appendix A for a copy of the questionnaire. Communications In order to raise awareness of the survey and to create buy-in, a memo outlining the objective and timeline of the survey was distributed via internal e-mail to all DFO employees in the NCR. This memo was sent out one week prior to the invitation to participate in the survey. In addition, a reminder e-mail to participate was also sent to employees three days prior to the closing of the survey. Data Collection DFO employees in the NCR were sent an invitation to participate in the survey on Wednesday, December 6th via DFO’s internal e-mail system. This e-mail contained a link to the website hosting the survey. Employees were asked to complete the survey on-line within one week. The survey was closed at the end of business on Wednesday, December 13th.


FINAL REPORT 2

Analysis In total, 512 DFO employees completed the survey. Based on an estimated population of 1,320 employees in the NCR, the response rate is 39%. The margin of error on a sample of this size is +/- 3.4%, 19 times out of 20. This means that the results of the survey can be viewed as being accurate to within +/-3.4%, with 95% confidence. Please note that the margin of error on sub-samples (e.g. Sector, Level, Employment Term)1 will be higher. The ‘raw’ data has been weighted by Sector in order to ensure that the results presented are representative of the actual distribution of employees within the respective Sectors at DFO. Reporting The report will present the overall results of the survey; however, any significant differences based on Sector and, Level will be highlighted. If results are not broken down, it should be assumed that no significant differences have been identified. It should be noted that findings contained within this report represent weighted data. The only exception is any reference to sample sizes, which will refer to un-weighted figures.

1Sector refers to groups within DFO (e.g. Oceans, Fisheries Management, Corporate Services, etc.); Level refers to management level (e.g. Responsibility Centre Manager, Program Manager, Administrative Support, etc.); Employment Term refers to employee status (e.g. Permanent, Casual, etc.).


FINAL REPORT 3

2.0 RESPONDENT PROFILE

2.1 SECTOR

There were a total of 512 completed surveys. The table below shows the (un-weighted) responses by Sector. As can be seen, the largest number of respondents was from the Corporate Services (n=159) and Coast Guard (n=112) Sectors. It should be noted; however, that CS also represents the largest proportion of employees at DFO (NCR)*. Due to small sample sizes, for analytical purposes, respondents belonging to the Deputy Minister’s Office (n=4) and Review (n=5) Sectors have been collapsed in to the Other and Corporate Services Sectors, respectively. As noted previously, the data has been weighted so that results are representative of the true population distributions by Sector within DFO (NCR).

Sector Number of Respondents

Corporate Services 154 Coast Guard 112 Other (including unidentified) 59 Science 53 Policy 39 Fisheries Management 39 Oceans 31 Communication 16 Review 5 Deputy Minister’s Office 4 Total 512

2.2 LEVEL

More than one-third (36%) of respondents either classified themselves as ‘other’ or preferred not to identify their level. Of those respondents that self-identified, 27% are project/program managers, 20% are administrative support staff, 10% are Responsibility Centre Managers and 7% are in Senior Management positions. Exhibit 2-1 on the next page shows this breakdown.

2.3 EMPLOYMENT TERM

The vast majority of respondents (85%) classified themselves as permanent/indeterminate employees. Term employees accounted for 8% of respondents with the remaining 7% identifying themselves as ‘casual’ or ‘other’ (or refusing to identify their level).

* CS represents 553 employees out of a total of 1,320 employees at DFO-NCR.


FINAL REPORT 4

2.4 YEARS OF SERVICE

Respondents were also asked to identify their total years of service with the Federal Government and specifically at DFO.

Years of Service Federal Government DFO 5 years of less 20% 56% 10 years or more 69% 26% Average tenure 16 years 8 years

As shown in the table above, the majority (69%) of respondents have been in the federal public service for over 10 years, and only 20% have tenure of five years or less. The average length of service in the Federal Government is just over 16 years. In contrast, respondents’ tenure at DFO tends to be significantly lower than their tenure at the Federal Government. On average, respondents have been with DFO for eight years, and only 26% have served 10 years or more.

Exhibit 2-1: Level

10%

27%7%

20%

36%

RC Manager Project/Program ManagerSenior Management Admin SupportOther/Unidentified


FINAL REPORT 5

3.0 KEY FINDINGS

3.1 AWARENESS AND USAGE OF CORPORATE SERVICES

As shown in Exhibit 3-1 the level of awareness of specific Corporate Services (CS) amongst DFO employees in the NCR is high, ranging from 92% for awareness of Human Resources (HR) Services to 84% for awareness of Information Management and Technology Services (IM&TS).

Exhibit 3-1: Awareness of Corporate Services

92%86% 84%

0%

20%

40%

60%

80%

100%

HR Services F&A Services IM&TS

HR = Human Resources, F&A = Finance & Administration IM&TS = Information Management & Technology Services

Awareness of HR Services offered by CS is similar (over 90%) across all Sectors; however, differences in levels of awareness exist with respect to F&A Services and IM&TS. Awareness of F&A Services is highest in the Oceans Sector (94%) and lowest in the Science Sector (79%). Awareness of IM&TS ranges from a high of 92% in the Policy Sector to a low of 76% in the Coast Guard Sector and 77% in the Oceans Sector. Awareness levels amongst staff in the CS Sector are not any higher or lower than staff in other Sectors. More than half (56%) of DFO employees in the NCR use services offered by CS at least once a week. In fact, 42% claim to use some form of CS several times per week. A look at specific services used shows that almost one-third of employees who are aware of F&A Services and IM&TS use them on a regular basis, i.e. at least once a week. However, as shown in the table below, there exists a significant proportion of employees that use HR Services, F&A Services or IM&TS infrequently, i.e. once every few months or less.


FINAL REPORT 6

Frequency of Use CS Overall HR Services F&A Services IM&TS

Several times a week 42% 12% 21% 20% Once a week 14% 10% 8% 10% Once every 2-3 weeks 20% 12% 11% 18% Once a month 13% 12% 14% 19% Once every few months 7% 37% 26% 27% Once a year 1% 13% 8% 2% Do not use 4% 4% 12% 4%

While only 4% of employees (who are aware of CS services) do not use HR Services or IM&TS, more than one in ten (12%) claim to not use F&A Services at all.

3.2 OVERALL IMPORTANCE AND SATISFACTION WITH CORPORATE SERVICES

It is clear from Exhibit 3-2 that employees in the NCR view services provided by Corporate Services as important to their jobs. In total, 85% claim that CS is either somewhat important or critical to their job, while only 4% indicate that it is not important.

Exhibit 3-2: Importance of Corporate Services to your Job

2% 2%10%

42% 43%

0%

20%

40%

60%

80%

100%

Not at allimportant

Somewhatunimportant

Neitherimportant norunimportant

Somewhatimportant

Critical

Mean Score = 4.2

Scale: 1 2 3 4 5

An analysis by Sector reveals that employees in the Science (70%) and Coast Guard (72%) Sectors are less likely to view the services provided by CS as critical or somewhat important to their jobs, compared to those in other Sectors. On the other hand, Fisheries Management (87%), CS (85%), and Oceans (83%)


FINAL REPORT 7

were most likely to view the services provided by CS as critical or somewhat important in helping them to do their jobs. Exhibit 3-3 shows the overall level of satisfaction with Corporate Services in general. Just over half (51%) of employees in the NCR are somewhat or completely satisfied with the services provided by CS, while another 31% are neither satisfied nor dissatisfied. Dissatisfaction with CS stands at 18%.

Exhibit 3-3: Overall Satisfaction with Corporate Service

4%

14%

31%

42%

9%

0%

20%

40%

60%

80%

100%

Not at all satisfied Somewhatdissatisfied

Neither dissatisfiednor satisfied

Somewhat satisfied Completely satisfied

Mean Score = 3.4

Scale: 1 2 3 4 5

Satisfaction with services provided by CS differs by Sector. Not surprisingly, those in CS (66%) are more likely than those in other Sectors to be satisfied. On the other hand, employees in the Coast Guard (32%) and Oceans (36%) Sectors are the least likely to be satisfied. In summary, most employees in the NCR feel that the services provided by CS are important or critical to their jobs; however, significantly fewer employees are satisfied with the services provided by CS. This being said, it should be noted that only 18% are actually dissatisfied with CS, as there is a large proportion of employees who are neither satisfied nor dissatisfied.


FINAL REPORT 8

3.3 HUMAN RESOURCES (HR) SERVICES

Awareness Those respondents aware of HR services (92%) were asked to identify their awareness of specific HR services. Awareness is highest for staffing (95%), tools and systems (90%) and compensation services (88%). Respondents are less aware of occupational safety and health (69%) and executive (EX) group services (47%). Awareness of HR Services is similar across all Sectors and Levels. Awareness of HR-specific services provided by CS is presented in Exhibit 3-4.

Usage The most frequently used HR specific services are identified in the table on the next page. As shown, tools and systems are used by virtually all (97%) employees in the NCR. At the opposite end, several HR services provided by CS are not used at all including staff relations (66%), occupational safety and health (55%) and executive group services (55%). A further examination reveals that the most frequently used HR service is tools and systems, with the majority (70%) using the service at least once a month. Not surprisingly, the results show that many of the services (learning and training, staff relations, occupational safety and health, compensation services, staffing, executive group services, and job classification and organizational design) are used infrequently, i.e. less than once a month. This is to be expected given that employees on a regular basis would not typically need these services.

Exhibit 3-4: Awareness of HR-Specific Services

95%90% 88% 83% 81% 75%

69%

47%

0%

20%

40%

60%

80%

100%

Staffing

Tools and Systems

Compensation Services

Job Class/Org. Design

Staff Relations

Learning/Training

OSHEX Group Services

Base: Respondents aware of HR services


FINAL REPORT 9

Frequency of Use Staffing Compensation

Services

Job Class/Org

Design

Staff Relations

Learning/Training

Tools & Systems OSH EX

Group

Several times a week 6% 4% 5% 1% 0% 7% 1% 2%

Once a week 6% 2% 3% 1% 1% 9% 0% 3% Once every 2-3 weeks 7% 8% 4% 2% 4% 23% 2% 5%

Once a month 6% 8% 3% 4% 7% 30% 3% 5% Once every few months 27% 38% 22% 10% 41% 27% 16% 15%

Once a year 19% 30% 23% 16% 27% 2% 23% 16% Do not use 31% 12% 40% 66% 20% 3% 55% 55%

Importance of HR-specific Services Exhibit 3-5 shows the importance of the specific HR services provided by Corporate Services. While all of the HR-specific services are important to NCR employees, it is clear that staffing (95%) and compensation services (95%) are the most important. On the other hand, learning and training (76%) and executive group (65%) services are relatively less important. Overall, 73% of employees in the NCR feel that the HR services provided by CS are important to their jobs.

Exhibit 3-5: Importance of HR-Specific Services

37%

36%

30%42%37%

35%40%

37%24%21%

74%71% 48% 44%

47% 39% 34%35%

0%

20%

40%

60%

80%

100%

Staffing

Compensation Se rvice s

Job Clas s /Org. De s ign

Tools /Sys tems

Staff Re lations

OSHLearning/Training

Ex Group Se rvice s

Overall

Somewhat Important Critical



FINAL REPORT 10

An analysis by Sector reveals that the degree of importance of HR-specific services varies across Sectors. Employees working in the Corporate Services Sector are more likely to view staffing (98%), staff relations (85%), and tools and systems (86%) as somewhat important or critical, as compared to other Sectors. Oceans view EX group services (86%) as more important than those employees working in other Sectors. Staff relations (68%) and Learning/Training (63%) are least important to those employees working in the Policy Sector. It is obvious from the analysis that different HR-specific services are important to different Sectors. Analysis of importance of services by level supports some expected findings. Specifically, that employees at the EX level are most likely to view EX group services (88%) as important. Satisfaction with HR-Specific Services Exhibit 3-6 shows the proportion of employees that are satisfied with HR-specific services provided by Corporate Services. As can be seen, overall only 37% claim to be completely or somewhat satisfied. Among specific HR services, satisfaction is highest with tools and systems (62%), followed by learning and training (52%). Staffing (28%) and job classification/ organizational design (20%) are the areas in which satisfaction is lowest. It is important to note that although the majority of employees have not indicated satisfaction with HR services, almost one-third (32%) are neither satisfied nor dissatisfied. On the other hand, it must be acknowledged that 32% of employees did indicate that overall they were dissatisfied with HR services provided by CS.

Analysis by Sector shows that satisfaction with HR-specific services differs by Sector. Satisfaction with staffing is highest among those working in Science (36%), Corporate Services (33%), and Fisheries Management (32%), as compared to other Sectors. There is a significant difference in satisfaction levels with compensation services between Oceans (28%) and Corporate Services (49%). Satisfaction with job classification and organizational design (12%) is lowest amongst those working in Policy, compared to

Exhibit 3-6: Satisfaction with HR-Specific Services

30%38% 35% 30% 31%

26% 24% 21% 19%

7%9%9%

15%15%17%18%17%

24%

0%

20%

40%

60%

80%

100%

Tools/Systems

Learning/Training

OSHEx Group Services

Compensation Services

Staff Relations

Job Class/Org. Design

Staffing

Overall

Completely SatisfiedSomewhat Satisfied


Mean Score (Overall) = 3.0


FINAL REPORT 11

those working in other Sectors. Satisfaction with learning/training is similar amongst those employees working in Fisheries Management (56%), Corporate Services (53%), and Coast Guard (50%). Employees working in Oceans are most satisfied with EX group services (60%), compared to other Sectors, specifically those working in Coast Guard (28%). Correlation analysis shows that overall satisfaction with HR-specific services is most strongly related to staffing, compensation services, and job classification and organizational design services. In contrast, satisfaction with occupational health and safety services does not have a strong relationship with overall satisfaction with HR services. Service Assessment Exhibit 3-7 shows the assessment of service surrounding the delivery of HR-specific services. Evaluation of services was based on the extent to which employees agreed or disagreed with a series of statements on timeliness, quality, accessibility, customer focus and flexibility. As can be seen, employees did not provide a ringing endorsement on any of the service attributes. Approximately one-third (32%) agreed that HR specific services are of high quality, and 26% agreed that the services are easily accessible. Less than one-quarter (23%) agreed that HR-specific services are customer oriented. Employees were least likely to agree that HR services are flexible (19%) and timely (19%).

Cross-sector analysis reveals that those employees working in Corporate Services (41%), Science (41%) and Communications (40%) are more likely to agree that HR services are of high quality. Employees in the Corporate Services (25%), Science (22%) and Communications (20%) Sectors also agreed that the delivery of HR-specific services is flexible.

Exhibit 3-7: Service Assessment of HR-Specific Services

32%

26%23%

19% 19%

0%

20%

40%

High Quality

Easily Accessible

Customer Oriented

Timely

Flexible


% A

g re e


FINAL REPORT 12

Correlation analysis examines the strength of the relationship between overall satisfaction and each service attribute. Analysis shows that overall satisfaction with HR services is strongly related to customer-oriented delivery of high quality services that are flexible to employees’ needs. Timeliness of HR services and accessibility are not as strongly related to overall satisfaction. In summary, most employees (73%) in the NCR feel that the HR-specific services provided by CS are important or critical to their jobs; however, significantly fewer employees are satisfied (38%) with the services provided by CS. This being said, it should be noted that about one-third (32%) are neither dissatisfied nor satisfied with CS. The service assessment of HR-specific services reveals that overall there is room for improvement on all fronts - employees indicated that HR services are relatively inflexible, not timely and lacked customer-orientation.

3.4 INFORMATION MANAGEMENT AND TECHNOLOGY SERVICES (IM&TS)

Awareness Respondents, who indicated awareness of IM&TS services, were asked to indicate their awareness of specific IM&TS services. As can be seen in Exhibit 3-8, the level of awareness of IM&TS services ranges from 98% to 68%. Awareness is highest for help desk services (98%), followed by mail and courier (86%), library (82%) and telecommunications (79%) services. Awareness of IT training (68%), DFO applications (69%) and document management services (69%) is significantly lower compared to other services offered by IM&TS. Awareness of IM&TS-specific services offered by CS is similar across all Sectors.

Exhibit 3-8: Awareness of IM&TS-Specific Services

98%86% 82% 79%

69% 69% 68%

0%

20%

40%

60%

80%

100%

Help Desk

Mail and Courier

Library

Telecommunications

Document Management

DFO Applications

IT Training

Base: Respondents aware of IM&TS services


FINAL REPORT 13

Usage The following table presents the frequency in which employees use specific IM&TS services. Predictably, mail and courier services are the most frequently IM&TS service used; 39% use it several times a week and 14% use it once a week. One fifth of employees (20%) use the help desk services at least once a week, and another 25% use it once every 2-3 weeks. However, as shown in the table above, a significant proportion of employees do not use several of the IM&TS-specific services such as document records (31%), IT Training (24%) and DFO applications (23%). Many of the IM&TS specific services are used infrequently, where in most cases, employees use them only once every few months. Given the relatively low levels of awareness, it is not surprising to find that employees use IT training infrequently.

Frequency of Use Help Desk

Document Records

Telecom-munications Library Mail and

Courier IT

Training DFO

Applications Several times a week 12% 9% 5% 6% 39% 1% 15% Once a week 8% 4% 4% 5% 14% 0% 7% Once every 2-3 weeks 25% 12% 10% 9% 12% 3% 9% Once a month 23% 8% 8% 13% 10% 3% 7% Once every few months 29% 22% 35% 33% 17% 33% 20% Once a year 3% 14% 19% 17% 4% 35% 19% Do not use 0% 31% 19% 17% 4% 24% 23%

Importance of IM&TS-Specific Services Exhibit 3-9 illustrates the importance DFO employees in the NCR place on IM&TS-specific services. Overall, 91% of NCR employees feel that IM&TS services are important in helping them do their job. Perhaps most striking is the large proportion of employees who indicated that the help desk (83%) is of critical importance.


FINAL REPORT 14

Importance of IM&TS-specific services differs across Sectors. Employees working in Sciences (46%) are the least likely to view IM&TS services as important, especially when compared to those in Corporate Services (84%) and Oceans (83%) Sectors. Compared to other Sectors, the Corporate Services (64%) and Coast Guard (57%) employees view Library services as less important. On the other hand, employees in Policy (50%) and Fisheries Management (56%) view IT training as less important.

Satisfaction with IM&TS –Specific Services Exhibit 3-10 shows that satisfaction is highest with mail and courier (82%), library (75%) and help desk (75%) services. Respondents were least satisfied with DFO applications (55%), document management (61%), and IT training (63%). Dissatisfaction with IT training may be related to the limited awareness of this IM&TS service amongst NCR employees. It should be noted that, overall, 71% of employees are satisfied (mean score = 3.8) with IM&TS services. Industry benchmarks reveals that DFO’s performance with respect to the delivery of technology services to internal clients is relatively strong. The satisfaction level with IT services at another Federal Government Department rated 3.5 out of 5.

Exhibit 3-9: Importance of IM&TS-Specific Services

41%40%41%37%31%42%30%13%

83% 58%41%

47% 40% 27% 28%

50%

0%

20%

40%

60%

80%

100%

Help Desk

Mail and Courier

Telecommunications

DFO Applications

Document Management

IT Training

Library

Overall


Base: Respondents aware of IM&TS


FINAL REPORT 15

Cross-sector analysis reveals that satisfaction with IM&TS services differs across Sectors. Not surprisingly, those employees working in the Corporate Services Sector are more satisfied with services in help desk (86%), telecommunications (77%), and IT training (74%). Employees working in Fisheries Management are more satisfied with mail and courier (88%) and document management (83%) than those working in other Sectors. Help desk, DFO applications and IT training have the highest correlation to overall satisfaction with IM&TS Services. In contrast, satisfaction with mail and courier does not have a strong relationship with overall satisfaction with IM&TS services.

Exhibit 3-10: Satisfaction with IM&TS-Specific Services

53%36%31%40%37%42%31%35%

48%

44%32%

33% 23% 30% 20%

18%

0%

20%

40%

60%

80%

100%

Mail and Courier

Library

Help Desk

Telecommunications

IT Training

Document Management

DFO Applications

Overall

Completely SatisfiedSomewhat Satisfied Base: Respondents aware of IM&TS



FINAL REPORT 16

Service Assessment Exhibit 3-11 shows the assessment of service surrounding the delivery of IM&TS-specific services. Again, services were evaluated on the extent to which employees agreed or disagreed with a series of statements on timeliness, quality, accessibility, customer focus and flexibility. As shown, the majority of employees agree that IM&TS services are easily accessible (61%), customer oriented (59%), high quality (58%) and timely (56%). Flexibility was the lowest rated IM&TS service attribute with approximately half of NCR employees indicating a lack of flexibility.

DFO-NCR employees’ assessment of service attributes is different across Sectors. Employees in Corporate Services (68%) and Fisheries Management (66%) were most likely to agree that IM&TS services are timely, when compared to other Sectors. A significant difference in agreement on whether IM&TS services are customer-oriented exists between those employees in Fisheries Management (83%) and Coast Guard (28%). Not surprisingly, Corporate Services employees (73%) are most likely to agree that IM&TS services are of high quality, compared to those working in Coast Guard (32%) and Oceans (33%). Correlation analysis shows that overall satisfaction with IM&TS services is strongly related to high quality, customer-oriented, and timely delivery of service. Satisfaction with IM&TS services is not as strongly related to accessibility and flexible delivery of services. In summary, the vast majority (91%) of employees view IM&TS services as somewhat important or critical. Based on the survey results, CS is doing a good job in delivery of IM&TS services with 71% of employees claiming to be satisfied. Although employees feel that delivery attributes related to IM&TS services are better than attributes related to HR services, there is still some room for improvement.

Exhibit 3-11: Service Assessment of IM&TS-Specific Services

61% 59% 58% 56% 49%

0%

20%

40%

60%

80%

100%

Easily Accessible

Customer-Oriented

High Quality

Timely

Flexible

Base: Respondents aware of IM&TS services


FINAL REPORT 17

3.5 FINANCE AND ADMINISTRATION (F&A) SERVICES

Awareness As can be seen in Exhibit 3-12, of those respondents who are aware of F&A services, employees are most aware of travel and relocation services (81%), tools and financial systems (80%), and contract services (79%). DFO employees in the NCR are least aware of financial management advisory (52%) and business planning and reporting (60%). The limited awareness in these areas may be attributed to demand, as not all staff requires advisory and business planning services.

Awareness of F&A-specific services differs by Sector. Employees working in Communications are less aware of contract services (44%) than those working in Coast Guard (85%) and Corporate Services (83%). Also, Fisheries and Management employees are more aware of travel and relocation services (93%)and financial tools and systems (89%), than those working in other Sectors. Usage Employees use travel and relocation services (84%) most frequently. As can been seen in the table of F&A-specific services presented below, employees use the services of financial management advisory, business planning, and asset and materiel management in much the same way, with an average of 70% using these services at least once a year.

Exhibit 3-12: Awareness of F&A-Specific Services

81% 80% 79%69% 68%

60%52%

0%

20%

40%

60%

80%

100%

Travel and Relocation

Tools/Financial Systems

Contract Services

LDV/Acquisition Cards

Asset and Materiel M

gmt.

Business Planning & Reporting

Financial Mgmt. Advisory

Base: Respondents aware of F&A services


FINAL REPORT 18

Frequency of Use Contract Services

Travel & Relocation

Tools & Financial Systems

LDV/ Acquisition

Cards

Asset & Materiel Mgmt.

Financial Mgmt.

Advisory

Business Planning & Reporting

Several times a week 5% 4% 26% 17% 3% 14% 9% Once a week 2% 6% 7% 10% 2% 5% 5% Once every 2-3 weeks 8% 10% 10% 11% 6% 9% 8%

Once a month 13% 12% 10% 10% 12% 13% 12% Once every few months 37% 35% 10% 12% 20% 17% 17%

Once a year 18% 22% 6% 8% 20% 13% 16% Do not use 16% 12% 31% 33% 38% 29% 34%

More than a quarter of employees (26%) use tools and financial systems services (e.g., Abacus++) offered by CS several times a week; however, 30% reported not using the service at all. Many of the F&A specific services are used infrequently, where in most cases, employees use them between once every few months and once a year. Importance of F&A-Specific Services Exhibit 3-13 illustrates the importance of F&A-specific services to employees. It is clear that employees view the F&A services as important to their job. This is illustrated by the fact that, overall, 84% of employees feel that F&A-specific services are important in helping them do their job. The most important specific F&A services are contract services (91%), LDV/acquisition cards (89%) and tools and financial systems (88%). Asset and materiel management (68%) is the least important F&A Service to NCR employees.

Exhibit 3-13: Importance of F&A-Specific Services

39% 43%27% 33% 37% 31% 36% 45%

39%31%50%45%54%61%

46%52%

0%

20%

40%

60%

80%

100%

Contract Services



Financial Mgmt Advisory


Bus. Planning, Reporting Freq.

Asset/Materiel Mgmt

Overall

Somewhat Important Critical Base: Respondents aware of F&A Services


FINAL REPORT 19

Importance of asset and materiel management, and business planning and reporting differs across Sectors. Specifically, those working in Policy (85%) and Oceans (82%) view asset and materiel management as more important, compared to those working in Corporate Services (67%) or Coast Guard (65%). On the other hand, those working in Oceans (89%), Corporate Services (84%), and Coast Guard (81%) view business planning and reporting as somewhat important or critical. Satisfaction with F&A-Specific Services The majority of employees are satisfied with F&A-specific services. Overall, 59% of employees indicated that they are satisfied with F&A services provided by CS. As can be seen in Exhibit 3-14, employees are most satisfied with travel and relocation (71%) and LDV/acquisition cards (69%). F&A services with the lowest satisfaction levels are tools and financial systems (47%) and business planning reporting (47%). Cross-sector analysis reveals that satisfaction with F&A services differs across Sectors. Those employees working in Science (89%) and Corporate Services Sectors (83%) tend to be more satisfied with travel and relocation, than those working in other Sectors. Respondents working in the Oceans Sector are less satisfied with contract services (41%) compared to those working in other Sectors. Satisfaction with tools/financial systems is lower amongst those employees working in the Fisheries Management Sector (17%).

The specific F&A services that have the highest degree of correlation with overall satisfaction are tools/financial systems, business planning and reporting, and financial management advisory services.

Exhibit 3-14: Satisfaction with F&A-Specific Services

38% 32% 36% 33% 32% 32% 32%45%

14%15%15%25%29%31%37%

33%

0%

20%

40%

60%

80%

100%



Asset/Materiel Mgmt

Contract Services

Financial Mgmt Advisory

Bus. Planning, Reporting Freq.


Overall

Completely SatisfiedSomewhat Satisfied

Base: Respondents aware of F&A Services



FINAL REPORT 20

Service Assessment Exhibit 3-15 shows the assessment of services surrounding the delivery of F&A-specific services. As with HR services, there appears to be room for improvement with respect to the delivery of F&A services. Less than half of NCR employees agreed that F&A services are high quality (48%), easily accessible (48%), customer oriented (44%) or timely (42%). Only 36% feel F&A services are flexible.

Analysis of service assessment of F&A services by sector reveals some significant differences. Employees working in Corporate Services (54%) are more likely to agree that F&A services are timely, than those working in Oceans (21%). Consistent with this finding, Oceans staff (25%) are least likely to agree that F&A services are of high quality. Corporate Services (53%; 58%) staff and Policy (46%; 54%) staff are most likely to agree that F&A services are customer-orientated and accessible. Analysis shows that overall satisfaction with F&A services is strongly related to high quality, being customer-oriented, and timely delivery of service. Consistent with the IM&TS findings, satisfaction with F&A services is not as strongly related to accessibility and flexible delivery of services. In summary, as with all other CS services, the vast majority of employees view F&A services as important to their jobs. More than half of employees (59%) in the NCR claim to be satisfied with the F&A-specific services provided by CS. Delivery of F&A services can be improved, especially with respect to flexibility.

Exhibit 3-15: Service Assessment of F&A-Specific Services

48% 48%44% 42%

36%

0%

20%

40%

60%

High Quality

Easily Accessible

Customer Oriented

Timely

Flexible

Base: Respondents aware of F&A services


FINAL REPORT 21

3.6 CROSS-FUNCTIONAL VIEW OF CORPORATE SERVICES

Importance of HR, IM&TS, and F&A Services Although the vast majority (85%) of employees view Corporate Services as being somewhat important or critical to doing their job, comparative analysis of overall importance across HR, IM&TS and F&A services reveals significant differences. As can be seen in Exhibit 3-16, NRC employees view IM&TS services, as compared to the other services, as more important (91%) in helping them to do their job. HR services are seen as less important (73%) which may be explained by the limited requirement for these types of services (i.e., staffing and compensation services) on a frequent basis. In addition, HR services are typically related to personnel issues, as opposed to being directly related to job functions.

Analysis by Sector provides further insight into the different levels of importance NCR employees’ place on HR, IM&TS and F&A services in helping them to do their job. Employees working in the Oceans (73%), Coast Guard (71%), and Corporate Services (79%) Sectors are more likely to view HR services as being more important in conducting their job, compared to those working in other Sectors. Interestingly, those employees working in the Fisheries Management Sector viewed HR services as the least important (57%). In examining the importance of IM&TS services, most employees regardless of the Sector they work in view IM&TS as most important in helping them to do their job. On the other hand, F&A services are most likely to be viewed as important to those working in the Oceans (92%), and Corporate Services (89%) Sectors. Exhibit 3-17 demonstrates the differences in overall importance of the services by Sector.

Exhibit 3-16: Comparison of Overall Importance

37% 41% 45%

39%50%

36%

0%

20%

40%

60%

80%

100%

HR IM&TS F &A


Base: All Respondents


FINAL REPORT 22

Satisfaction with Corporate Services Exhibit 3-18 reveals that employees are most satisfied with IM&TS (71%). Satisfaction with HR services is relatively low, with only 37% reporting that they are somewhat or completely satisfied, while 59% claim to be satisfied with F&A services.

Exhibit 3-18: Comparison of Overall Satisfaction

30%

53%45%

7%

18%

14%

0%

20%

40%

60%

80%

HR IM&TS F&A

Somewhat Satisfied Completely Satisfied

Base: All Respondent

Exhibit 3-17: Overall Importance by Sector

79%

64%

79%

66%71%

57%64%

73%

91%85%

94%82%

95% 94% 92% 90%

69%

83%79%82%

92%89%

63%

80%

0%

20%

40%

60%

80%

100%

Oceans

Science

Fisheries Mgmt

Coast Guard

PolicyCorporate Services

Communications

Unidentified

HR IM&TS F&A

Base: All Respondent


FINAL REPORT 23

More than half of those who responded reported being satisfied with F&A services (59%). These results are consistent with the level of importance employees attributed to the services provided by Corporate Services, i.e., staff are more likely to be satisfied with services they view as important. Cross-sector analysis, presented in Exhibit 3-19, reveals that satisfaction with HR, IM&TS, and F&A services differs across Sectors. Respondents working in Corporate Services (87%), Communications (77%) and Fisheries Management (77%) tend to be more satisfied with IM&TS services, compared to the other Sectors. The majority of employees that are satisfied with F&A services are more likely to work in the Communications (88%), Fisheries Management (64%), and Science (59%) Sectors. Satisfaction with HR services is highest amongst those employees working in the Communications (71%) Sector. These results are relatively higher in comparison to other sections, which may be due to the small sample size.

Service Assessment Exhibit 3-20 demonstrates the cross-functional view of the employees’ assessment of Corporate Services. Comparing service assessments reveals differences in the delivery of HR, IM&TS and F&A services. IM&TS services are consistently rated higher than F&A and HR services more across all service attributes. Specifically, IM&TS services are viewed as accessible (61%), customer-oriented (59%), and of high quality (48%) compared to F&A and HR services. F&A services were moderately endorsed, as employees ranked them second overall on all service attributes. As can be seen, satisfaction with HR services is significantly lower when compared to F&A and IM&TS services.

Exhibit 3-19: Overall Satisfaction by Sector

36%

71%

16%

25%25%31%30%

22%

65%

53%

77%

62%

43%

87%77%

59%58%

45%

64%59%

42%

70%

88%

43%

0%

20%

40%

60%

80%

100%

Oceans

Science

Fisheries Mgmt

Coast Guard


Communications

Unidentified

HR IM&TS F&A

Base: All respondents


FINAL REPORT 24

Cross-sector analysis of the assessment of Corporate Services did not reveal any inconsistencies with respect to employees’ assessment of HR, IM&TS, and F&A services. The Sector in which an employee is working does not significantly change the degree to which Corporate Services is ranked. More specifically, regardless of Sector, employees most often ranked IM&TS services above the other services on all service attributes. Appendix B details the Sector analysis for each service attribute. Overall satisfaction with HR, IM&TS, and F&A services can be improved by examining the extent to which employees assess the delivery of these services. Correlation analysis reveals a relationship between overall satisfaction and the assessment of services based on timeliness, customer-orientation, accessibility, high quality, and flexibility. Satisfaction with HR services is strongly related to customer-oriented delivery of high quality services that are flexible to employees’ needs. Timeliness of HR services and accessibility are not as strongly related to overall satisfaction. In examining the relationship of overall satisfaction with IM&TS services, it is apparent that aspects related to delivery of service, rather than the accessibility and ease of use have a higher correlation. Analysis shows that overall satisfaction with IM&TS services and F&A services is strongly related to high quality, customer-oriented, and timely delivery of service. Consistent with the IM&TS findings, satisfaction with F&A services is not as strongly related to accessible and flexible delivery of services.

Exhibit 3-20: Comparison of Service Assessment

19%19%23%26%

32%

49%

56%59%61%58%

36%42%44%

48%48%

0%

20%

40%

60%

80%

High Quality EasilyAccessible

CustomerOriented

Timely Flexible

HR IM&TS F&A



FINAL REPORT 25

4.0 CONCLUSIONS AND RECOMMENDATIONS

Based on the survey results, several conclusions can be drawn with respect to awareness, usage, importance of and satisfaction with the various services provided by the Corporate Services (CS) Sector. The key findings include: • Awareness of the three Corporate Services functions: Human Resources (92%), Finance and

Accounting (86%), and Information Management & Technology Services (84%), is high across all Sectors within DFO-NCR.

• The vast majority of all DFO employees located in the NCR use CS at least once per year. Not surprisingly, IM&TS and F&A services tend to be used more frequently than HR services.

• It is widely believed that Corporate Services plays an important (42%) or even critical (43%) role in helping DFO employees to do their job.

• Overall, just over half (51%) of employees in the NCR are somewhat or completely satisfied with the services provided by CS. A closer look at the three CS functions reveals significantly different levels of satisfaction – most employees are satisfied with IM&TS (71%), while the opposite is true with HR services (37%).

• Consistent for all three CS functions, the service attributes that have the stronger impact on overall satisfaction are: high quality; customer oriented service; and timeliness, compared to accessibility and flexibility.

In terms of developing an action plan for addressing the findings of this survey, the positioning map (Exhibit 4-1) presented on the following page provides an effective tool for demonstrating the specific CS services that should receive the most attention, specifically with respect to initiatives that will improve customer satisfaction. The map plots each of the CS services evaluated into one of four quadrants, thereby visually displaying the relative importance and satisfaction of customers with respect to the CS services. In terms of satisfaction, obviously, it is preferable to observe services in quadrants I and IV, as these two quadrants represent relatively higher rated services. The opposite is true for services found in quadrants II and III. On the other hand, services located in quadrants I and II are relatively more important than services found in quadrants III and IV. Two broad conclusions can be drawn from the following positioning map. First, services positioned in quadrant I are important to employees at DFO (NCR) and satisfaction with them is relatively high. And second, services identified in quadrant II are also important; however, satisfaction is relatively low. Based on this rationale, it is recommended that efforts should focus on the services for which importance is high but satisfaction is low. As can be seen in Exhibit 4-1, this would entail focussing on several HR services such as staffing, compensation services and job classification and design. There are also some F&A services that warrant attention, specifically tools and financial systems, and business planning and reporting. In contrast, IM&TS appears to be on relatively sound footing with respect to satisfaction. This survey provides DFO with solid baseline information regarding the level of satisfaction of its customers, which can be used to measure future performance. The impact of initiatives to improve the delivery of Corporate Services can also now be isolated through customer satisfaction surveys conducted at regular intervals.


FINAL REPORT 26

HR Services IM&TS Services F&A Services

Rating scale: Importance 5 = Critical, 1 = Not at all important Satisfaction 5 = Completely satisfied, 1 = Not at all satisfied

HR Services IM&TS 1. Staffing 2. Compensation 3. Job Classification and Organizational Design 4. Staff Relations (i.e., grievances) 5. Learning/Training 6. Tools and Systems (i.e., Leave Self Serve) 7. Occupational Safety and Health 8. Executive Group Services

9. Help Desk 10. Document Records Management 11. Telecommunications 12. Library 13. Mail and Courier Services 14. IT Training 15. DFO Applications

F&A Services 16. Contract Services 17. Travel and Relocation 18. Tools and Financial Systems (e.g., Abacus) 19. Low Dollar Value and Acquisition Cards 20. Asset and Materiel Management 21. Financial Management Advisory 22. Business Planning and Reporting

Exhibit 4-1: Overall Importance and Satisfaction

2.5

3

3.5

4

4.5

5

2.5 3 3.5 4 4.5 5Importance (mean rating)

Satis

fact

ion

(mea

n ra

ting)

13

218224

208

714

5156

10

1213

9

21

161917

11


FINAL REPORT 27

5.0 APPENDICES

5.1 APPENDIX A: QUESTIONNAIRE

RESPONDENT WILL SEE FOLLOWING INTRODUCTION AT THE WEB SITE Thank you for agreeing to participate in this brief survey on behalf of the Corporate Services Sector of the Department of Fisheries and Oceans. PricewaterhouseCoopers has been engaged to conduct this survey to identify your level of satisfaction with the delivery of Corporate Services and to obtain your responses to the areas that may need improvement. The survey should take approximately ten minutes to complete. Your participation is voluntary. All of your responses will be confidential and will only be reported as a whole with other respondents. If you have any questions, please contact Michelle Kealey of PricewaterhouseCoopers at [email protected]


FINAL REPORT 28

Section I: Awareness of Corporate Services 1. Which of the following Corporate Services functions are you aware of? (Check all that apply) ROTATE LIST

Human Resources (HR) Information Management and Technology Services (IM&TS) Finance and Administration (F&A)

2. On average, how frequently do you use each of the following services provided by Corporate

Services? ROTATE LIST (ONLY RESPONSES CHECKED IN Q1 WILL APPEAR IN Q2) Several

times a week

Once a week

Once every 2-3

weeks

Once a month

Once every few

months

Once a year

Do not use

Human Resources Finance and Administration IM&TS Section II: Human Resources (HR) Services 3. From the list below, please identify if you are aware of the following Human Resources (HR) services

provided by Corporate Services. (Check all that apply) ROTATE LIST

Staffing (e.g., hiring and filling of positions) Compensation Services Job Classification and Organizational Design Staff Relations (e.g., grievances) Learning/Training Tools and Systems (e.g., Leave Self Serve) Occupational Safety and Health (OSH) Executive (EX) Group Services


FINAL REPORT 29

4. On average, how frequently do you use each of the following HR-specific services provided by Corporate Services?

ROTATE LIST (ONLY RESPONSES CHECKED IN Q3 WILL APPEAR IN Q4) Several

times a week

Once a

week

Once every 2-3

weeks

Once a

month

Once every few

months

Once a year

Do not use

Staffing (e.g., hiring and filling of positions)

Compensation Services Job Classification and Organizational Design

Staff Relations (e.g., grievances) Learning/Training Tools and Systems (e.g., Leave Self Serve)

Occupational Safety and Health (OSH)

Executive (EX) Group Services 5. Using a five-point scale where “1” means the service is “Not at All Important” and “5” means the

service is “Critical” please indicate, overall, how important you feel the specific HR services provided by Corporate Services are? (ONLY RESPONSES CHECKED IN Q3 WILL APPEAR IN Q5)

ROTATE LIST

Not at All Important

Neither Important

nor Unimportant

Critical N/A

Staffing (e.g., hiring and filling of positions) 1 2 3 4 5 9 Compensation Services 1 2 3 4 5 9 Job Classification and Organizational Design 1 2 3 4 5 9 Staff Relations (e.g., grievances) 1 2 3 4 5 9 Learning/Training 1 2 3 4 5 9 Tools and Systems (e.g., Leave Self Serve) 1 2 3 4 5 9 Occupational Safety and Health (OSH) 1 2 3 4 5 9 Executive (EX) Group Services 1 2 3 4 5 9 6. Overall, how important would you consider HR services (provided by Corporate Services) in helping

you to do your job?


Neither Important nor Unimportant

Critical

1 2 3 4 5


FINAL REPORT 30

7. Using a five-point scale where “1” means you are “Not at All Satisfied” and “5” means you are “Completely Satisfied” please indicate, overall, how satisfied you are with specific HR services provided by Corporate Services? (ONLY RESPONSES CHECKED IN Q3 WILL APPEAR IN Q7)

ROTATE LIST

Not at All Satisfied

Neither Dissatisfied nor Satisfied

Completely Satisfied

N/A

Staffing (e.g., hiring and filling of positions) 1 2 3 4 5 9 Compensation Services 1 2 3 4 5 9 Job Classification and Organizational Design 1 2 3 4 5 9 Staff Relations (e.g., grievances) 1 2 3 4 5 9 Learning/Training 1 2 3 4 5 9 Tools and Systems (e.g., Leave Self Serve) 1 2 3 4 5 9 Occupational Safety and Health (OSH) 1 2 3 4 5 9 Executive (EX) Group Services 1 2 3 4 5 9 8. Overall, how satisfied are you with the HR services provided by Corporate Services?




1 2 3 4 5 9. Using a five point scale where “1” means you “Completely Disagree” and “5” means you

“Completely Agree”, please indicate, overall, the extent to which you agree or disagree with the following statements.

ROTATE LIST Completely

Disagree Neither Agree

nor Disagree Completely

AgreeI believe HR services provided by Corporate Services are…

timely 1 2 3 4 5customer-oriented 1 2 3 4 5easily accessible 1 2 3 4 5of high quality 1 2 3 4 5flexible 1 2 3 4 5

10. Please identify the one area in HR services (not necessarily confined to the services already

mentioned) you would most like to see improved.


FINAL REPORT 31

Section III: Information Management and Technology Services (IM&TS) 11. From the list below, please identify if you are aware of the following Information Management and

Technology Services (IM&TS) services being provided by Corporate Services. (Check all that apply) ROTATE LIST

Help Desk (e.g., end user support, file, print, and email services, local, regional, and national networks)

Document (Records) Management Telecommunications (e.g., telephone support and video conferencing) Library (e.g., research materials, reference services, information location and access) Mail (non-electronic) and Courier Services IT Training DFO Applications (i.e., development and support services)

12. On average, how frequently do you use each of the following IM&TS-specific services provided by

Corporate Services? ROTATE LIST (ONLY RESPONSES CHECKED IN Q11 WILL APPEAR IN Q12) Several

times a week

Once a

week

Once every 2-3

weeks

Once a

month

Once every few

months

Once a year

Do not use


Document (Records) Management Telecommunications (e.g., telephone support and video conferencing)

Library (e.g., research materials, reference services, information location and access)

Mail (non-electronic) and Courier Services

IT Training DFO Applications (i.e., development and support services)


FINAL REPORT 32

13. Using a five-point scale where “1” means the service is “Not at All Important” and “5” means the service is “Critical” please indicate, overall, how important you feel the specific IM&TS services provided by Corporate Services are? (ONLY RESPONSES CHECKED IN Q11 WILL APPEAR IN Q13) ROTATE LIST


Neither Important

nor Unimportant

Critical N/A


1 2 3 4 5 9

Document (Records) Management 1 2 3 4 5 9 Telecommunications (e.g., telephone support and video conferencing) 1 2 3 4 5 9

Library (e.g., research materials, reference services, information location and access) 1 2 3 4 5 9

Mail (non-electronic) and Courier Services 1 2 3 4 5 9 IT Training 1 2 3 4 5 9 DFO Applications (i.e., development and support services) 1 2 3 4 5 9

14. Overall, how important would you consider the IM&TS services (provided by Corporate Services) in

helping you to do your job?



Critical

1 2 3 4 5 15. Using a five-point scale where “1” means you are “Not at All Satisfied” and “5” means you are

“Completely Satisfied” please indicate, overall, how satisfied you are with specific IM&TS services provided by Corporate Services? (ONLY RESPONSES CHECKED IN Q11 WILL APPEAR IN Q15)

ROTATE LIST




N/A


1 2 3 4 5 9

Document (Records) Management 1 2 3 4 5 9 Telecommunications (e.g., telephone support and video conferencing) 1 2 3 4 5 9

Library (e.g., research materials, reference services, information location and access) 1 2 3 4 5 9

Mail (non-electronic) and Courier Services 1 2 3 4 5 9 IT Training 1 2 3 4 5 9 DFO Applications (i.e., development and support services) 1 2 3 4 5 9


FINAL REPORT 33

16. Overall, how satisfied are you with the IM&TS services provided by Corporate Services?




1 2 3 4 5 17. Using a five point scale where “1” means you “Completely Disagree” and “5” means you

“Completely Agree”, please indicate, overall, the extent to which you agree or disagree with the following statements.




AgreeI believe IM&TS services provided by Corporate Services are…


18. Please identify the one area in IM&TS services (not necessarily confined to the services already

mentioned) you would most like to see improved. Section IV: Finance and Administration (F&A) Services 19. From the list below, please identify if you are aware of the following Finance and Administration

(F&A) services provided by Corporate Services. (Check all that apply)

ROTATE LIST Contract Services (e.g., advice and guidance) Travel and Relocation Tools and Financial Systems (e.g., Abacus, +++) Low Dollar Value (LDV) & Acquisition Cards (e.g., credit cards, purchases < $5,000) Asset and Materiel Management Financial Management Advisory (e.g., financial synopsis, grants & contributions) Business Planning and Reporting (e.g., RPP, DPR, reports)


FINAL REPORT 34

20. On average, how frequently do you use each of the following F&A-specific services provided by Corporate Services?

ROTATE LIST (ONLY RESPONSES CHECKED IN Q19 WILL APPEAR IN Q20) Several

times a week

Once a

week

Once every 2-3

weeks

Once a

month

Once every few

months

Once a year

Do not use

Contract Services (e.g., advice and guidance)

Travel and Relocation Tools and Financial Systems (e.g., Abacus, +++)

Low Dollar Value (LDV) & Acquisition Cards (e.g., credit cards, purchases < $5,000)

Asset and Materiel Management Financial Management Advisory (e.g., financial synopsis, grants & contributions)

Business Planning and Reporting (e.g., RPP, DPR, reports)

21. Using a five-point scale where “1” means the service is “Not at All Important” and “5” means the

service is “Critical” please indicate, overall, how important you feel the specific F&A services provided by Corporate Services are? (ONLY RESPONSES CHECKED IN Q19 WILL APPEAR IN Q21) ROTATE LIST


Neither Important

nor Unimportant

Critical N/A

Contract Services (e.g., advice and guidance) 1 2 3 4 5 9 Travel and Relocation 1 2 3 4 5 9 Tools and Financial Systems (e.g., Abacus, +++) 1 2 3 4 5 9 Low Dollar Value (LDV) & Acquisition Cards (e.g., credit cards, purchases < $5,000) 1 2 3 4 5 9

Asset and Materiel Management 1 2 3 4 5 9 Financial Management Advisory (e.g., financial synopsis, grants & contributions) 1 2 3 4 5 9

Business Planning and Reporting (e.g., RPP, DPR, reports) 1 2 3 4 5 9

22. Overall, how important would you consider the F&A services (provided by Corporate Services) in

helping you to do your job?



Critical

1 2 3 4 5


FINAL REPORT 35

23. Using a five-point scale where “1” means you are “Not at All Satisfied” and “5” means you are “Completely Satisfied” please indicate, overall, how satisfied you are with specific F&A services provided by Corporate Services? (ONLY RESPONSES CHECKED IN Q19 WILL APPEAR IN Q23)

ROTATE LIST




N/A

Contract Services (e.g., advice and guidance) 1 2 3 4 5 9 Travel and Relocation 1 2 3 4 5 9 Tools and Financial Systems (e.g., Abacus, +++) 1 2 3 4 5 9 Low Dollar Value (LDV) & Acquisition Cards (e.g., credit cards, purchases < $5,000) 1 2 3 4 5 9

Asset and Materiel Management 1 2 3 4 5 9 Financial Management Advisory (e.g., financial synopsis, grants & contributions) 1 2 3 4 5 9

Business Planning and Reporting (e.g., RPP, DPR, reports) 1 2 3 4 5 9

24. Overall, how satisfied are you with the F&A services provided by Corporate Services?




1 2 3 4 5 25. Using a five point scale where “1” means you “Completely Disagree” and “5 means you “Completely

Agree”, please indicate, overall, the extent to which you agree or disagree with the following statements.




AgreeI believe F&A services provided by Corporate Services are…


26. Please identify the one area in F&A services (not necessarily confined to the services already

mentioned) you would most like to see improved.


FINAL REPORT 36

Section V: OVERALL Satisfaction with Corporate Services (HR, IM&TS, and F&A) 27. On average, how many times per month would you estimate you use services provided by Corporate

Services?

Several times a week

Once a week

Once every 2-3 weeks

Once a month

Once every few months

Once a year

Do not use

28. Overall, how important are the services provided by Corporate Services in helping you to do your

job?



Critical

1 2 3 4 5 29. Overall, how satisfied are you with Corporate Services (in general)?




1 2 3 4 5


FINAL REPORT 37

Section VII: Demographics The following few demographic questions will be used for analysis purposes only. Your responses will remain completely confidential and will be reported as a whole with other respondents. 30. Which sector are you currently working in? (Select only one)

Oceans Science Fisheries Management Coast Guard Policy Corporate Services Legal Communications Review Deputy Minister’s Office Other (please specify) ___________________________________ Prefer not to answer

31. What is your level? (Select only one)

Responsibility Centre (RC) Manager Project/Program Manager Senior Management (EX) Administrative Support Other (please specify) ___________________________________ Prefer not to answer

32. Please indicate your total number of years of service with the Federal Government. ______ Yrs OR______ Mths

Of these, how many years are with DFO? ______ Yrs 33. What is your term of employment? (Select only one)

Permanent/Indeterminate Term Casual Other (please specify) ___________________________________ Prefer not to answer

Thank you for participating in this survey. For further information on this survey please contact Michelle Kealey of PricewaterhouseCoopers via email at [email protected]


FINAL REPORT 38

5.2 APPENDIX B: CROSS-SECTOR ANALYSIS OF SERVICE ASSESSMENT

Exhibit 3-21: Timeliness of Service by Sector

22%

33%

25%

3%

16%11%17%

7%

53%

35%

66%

49%

43%

68%

39%

57%

42%

32%32%

42%

21%

54%

33%39%

0%

20%

40%

60%

80%

100%

Oceans

Science

Fisheries Mgmt

Coast Guard


Communications

Unidentified

HR IM&TS F&A


Exhibit 3-22: Customer-Orientation of Service by Sector

26%27%32%

5%

17%11%

26%

15%

65%

28%

83%

57%

48%

69%

54%53%

46%

29%

43%45%

33%

53%

33%41%

0%

20%

40%

60%

80%

100%

Oceans

Science

Fisheries Mgmt

Coast Guard


Communications

Unidentified

HR IM&TS F&A



FINAL REPORT 39

Exhibit 3-23: Accessibility of Service by Sector

29%20%

27%22%

28%

16%

28%22%

65%

40%

74%

62%

52%

71%62%

47%54%

35%

50%

42%42%

58%

22%

43%

0%

20%

40%

60%

80%

100%

Oceans

Science

Fisheries Mgmt

Coast Guard


Communications

Unidentified

HR IM&TS F&A


Exhibit 3-24: High Quality of Service by Sector

31%

40%41%

19%25%

16%

41%

15%

62%

32%

63%

51%

33%

73%

46%55%

50%

39%

50%50%

25%

58%

33%

43%

0%

20%

40%

60%

80%

100%

Oceans

Science

Fisheries Mgmt

Coast Guard


Communications

Unidentified

HR IM&TS F&A



FINAL REPORT 40

Exhibit 3-25: Flexibility of Service by Sector

27%20%25%

14%11%

5%

22%

7%

53%

25%

51%49%

29%

62%

46%43%

35%

20%

43%39%

17%

47%

11%

37%

0%

20%

40%

60%

80%

100%

Oceans

Science

Fisheries Mgmt

Coast Guard


Communications

Unidentified

HR IM&TS F&A


Documents

Corporate Services Sector: Customer Satisfaction Survey ...dfo-mpo.gc.ca/Library/258248.pdf · Corporate Services Customer Satisfaction Survey FINAL REPORT 3 2.0 RESPONDENT PROFILE