Customer Satisfaction Survey · 2013-14 Customer Satisfaction Survey Overall Report Number of Responses 366 of 467 Response Rate: 78% Communication and Technology Services Question

2013-14Customer Satisfaction Survey

Prince William County SchoolsOffice of Accountability

Program Evaluation

Overall

August 2014

The 2013-14 Customer Satisfaction Survey (CSS) was administered online to all 467 central office and school-based administrators of Prince William County Public Schools (PWCS) in June 2014. A total of 366 staff members responded to the CSS for a response rate of 78.4%. The purpose of the survey is to determine level of satisfaction with central office services. The survey includes three consistent questions across departments (responsiveness, level of customer service, and overall satisfaction). Questions are grouped by 17 departments. In 2012-13, one new department, Instructional Technology Services, was added to complement feedback received on Information Technology Services. The CSS is administered to measure the School Division’s progress toward PWCS Strategic Plan Goal 5, measure 5.4.1, which states “Each year, at least 85 percent of customers will report being satisfied with the quality of department (supplier) services.” The target has been 85% starting in school year 2010-11. Results from the survey are reported to department leaders to inform improvement efforts, as well as reported in the School Board Budget book to determine the extent central offices are meeting or exceeding their “Central Office Performance Measures.” For 2013-14, 15 of the 17 departments met or exceeded the 85% target, with the overall satisfaction rate for central office services at 92.3%

In addition to the overall results, results are provided separately for central office and school-based administrators. This report contains four sections: 1. Overall numeric results - includes results from all respondents for all departments, as well as a graphical representation of overall satisfaction rates. 2. Central office administrator results – includes numeric and open-ended responses about how overall central office services can be improved. 3. School-based administrator results – includes numeric and open-ended responses about how overall central office services can be improved. 4. Three-year comparison chart (2011-12, 2012-13 and 2013-14) – includes three years of overall satisfaction rates for all departments except Instructional Technology, which was separated as an indvidual department in 2012-13.

Introduction

2013-14 Customer Satisfaction SurveyOverall Report

Number of Responses 366 of 467 Response Rate: 78%

Page 1 of 53Prince William County Schools, Office of Accountability, Program Evaluation



Executive

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89%86% 96% 90% 92% 92% 98% 95% 93% 83% 98% 72% 98% 98% 99% 97% 95%

Overall Satisfaction Percent based on Excellent and Good

Executive Administration

Question Count % Count % Count % Count %Superintendent’s Staff Excellent Good Fair Poor

01. Responsiveness of Executive Administration. 116 37% 159 51% 25 8% 13 4%

02. Level of customer service provided by Executive Administration. 123 40% 152 49% 26 8% 10 3%

03. Clear understanding of my job responsibilities. 120 38% 155 49% 28 9% 12 4%

04. Commitment to continuous improvement of instruction. 150 48% 140 45% 21 7% 1 0%

05. Clear articulation of the Strategic Plan goals. 126 39% 159 50% 28 9% 6 2%

06. Clear articulation of county initiatives and expectations to administrators. 97 30% 162 51% 51 16% 9 3%

07. Clear articulation of county initiatives and expectations to teachers. 86 31% 137 50% 49 18% 3 1%

08. The direction of the daily operations of PWCS. 107 34% 158 50% 40 13% 12 4%

09. Involvement of administrators in the decision-making process. 70 23% 164 53% 47 15% 29 9%

10. Implementation of laws, regulations, and policies in PWCS. 115 36% 166 53% 29 9% 6 2%

11. Overall satisfaction with Executive Administration. 112 34% 166 51% 35 11% 12 4%




Communication and Technology Services

Question Count % Count % Count % Count %Communication Services Excellent Good Fair Poor

01. Responsiveness of Communications Services staff. 106 38% 168 60% 5 2% 1 0%

02. Level of customer service provided by Communications Services staff. 105 38% 163 59% 7 3% 2 1%

03. Quality of publications (e.g., Division Leader, Communicator). 140 47% 151 50% 9 3% 1 0%

04. Internal communications. 83 29% 179 62% 22 8% 4 1%

05. Community relations. 96 35% 166 60% 11 4% 3 1%

06. Web services. 89 30% 184 62% 19 6% 4 1%

07. Media production services. 109 41% 152 57% 6 2% 2 1%

08. Legislative/Government relations. 65 33% 126 63% 7 4% 1 1%

09. Business partnerships. 83 36% 138 60% 10 4% 0 0%

10. Education Foundation. 90 38% 138 58% 9 4% 2 1%

11. Assistance with a serious school/department communication challenge or opportunity.

91 40% 127 55% 7 3% 4 2%

12. Dissemination of urgent information to target audiences. 107 39% 148 54% 16 6% 4 1%

13. Overall satisfaction with Communications Services. 92 31% 191 65% 11 4% 1 0%





Question Count % Count % Count % Count %Information Technology Services Excellent Good Fair Poor

01. Responsiveness of Information Technology Services staff. 90 31% 152 52% 42 14% 11 4%

02. Level of customer service provided by Information Technology Services staff. 95 32% 157 53% 34 11% 10 3%

03. Quality of on-site technical support. 107 37% 129 44% 43 15% 14 5%

04. Quality of Help Desk support. 87 30% 168 58% 29 10% 5 2%

05. Administrative application support. 84 32% 149 57% 22 8% 7 3%

06. Central data processing services (i.e., report cards, network, security, etc.). 72 28% 150 59% 25 10% 6 2%

07. Quality of computer hardware. 63 21% 178 61% 45 15% 8 3%

08. Telecommunications (telephones). 74 25% 189 64% 27 9% 6 2%

09. Imaging Center (i.e., offset printing and bindery services). 116 45% 132 52% 6 2% 1 0%

10. Overall satisfaction with Information Technology Services. 83 28% 183 62% 23 8% 7 2%





Question Count % Count % Count % Count %Instructional Technology Services Excellent Good Fair Poor

01. Responsiveness of Instructional Technology Services staff. 80 35% 131 58% 9 4% 6 3%

02. Level of customer service provided by Instructional Technology Services staff. 77 34% 132 59% 10 4% 5 2%

03. Professional development provided by the Office of Instructional Technology Services is relevant and timely.

69 32% 126 59% 15 7% 5 2%

04. Instructional Software support. 58 28% 124 60% 18 9% 5 2%

05. Support of the Instructional Technology Resource Teacher (ITRT) from Instructional Technology Services [ITRTs assist classroom teachers with the planning and integration of technology in academic settings. They are different from Technology Support.]

74 37% 102 52% 15 8% 7 4%

06. Accessibility of technology tools/equipment loaned to schools. 52 29% 111 62% 10 6% 5 3%

07. Collaboration with Instructional Technology Services in the evaluation of ITRTs. 62 34% 98 53% 14 8% 10 5%

08. Overall satisfaction with Instructional Technology Services. 73 32% 140 61% 14 6% 4 2%




Human Resources

Question Count % Count % Count % Count %Excellent Good Fair Poor

01. Responsiveness of Human Resources staff. 141 48% 126 43% 22 8% 3 1%

02. Level of customer service provided by Human Resources staff. 137 47% 130 44% 22 8% 4 1%

03. Overall satisfaction with new employees (hired for FY 2014). 116 43% 135 51% 13 5% 3 1%

04. Administration of employee compensation and benefits. 124 44% 148 52% 10 4% 3 1%

05. Administration of retirement services (including ROP). 103 47% 112 51% 6 3% 0 0%

06. Management of employment and benefit records. 118 45% 136 52% 8 3% 1 0%

07. Administration of classified personnel. 105 40% 144 55% 12 5% 2 1%

08. Administration of certificated personnel. 108 43% 129 51% 12 5% 2 1%

09. Usefulness of training assistance and consultation services. 100 40% 130 52% 19 8% 2 1%

10. Quality of information presented (e.g., Level meetings). 99 41% 132 54% 11 5% 2 1%

11. Overall satisfaction with Human Resources. 116 39% 156 53% 20 7% 3 1%




Student Learning and Accountability

Question Count % Count % Count % Count %Accountability Excellent Good Fair Poor

01. Responsiveness of Accountability staff. 122 52% 111 47% 2 1% 0 0%

02. Level of customer service provided by Accountability staff. 119 51% 112 48% 2 1% 0 0%

03. Grants development. 72 44% 83 51% 7 4% 0 0%

04. Data analysis and reporting. 124 52% 107 45% 7 3% 0 0%

05. Records management. 93 44% 115 55% 3 1% 0 0%

06. Implementation of Divisionwide assessment program (e.g., school support, SOL help desk, and training).

107 51% 94 45% 6 3% 1 0%

07. Strategic planning/improvement planning. 103 47% 108 50% 5 2% 1 0%

08. SACS/CASI accreditation. 71 44% 87 54% 3 2% 0 0%

09. Program evaluation (comprehensive evaluation and survey services). 93 43% 122 56% 1 0% 1 0%

10. Overall satisfaction with Accountability. 112 46% 125 52% 5 2% 0 0%





Question Count % Count % Count % Count %Student Learning Excellent Good Fair Poor

01. Responsiveness of Student Learning staff. 93 38% 142 58% 7 3% 3 1%

02. Level of customer service provided by Student Learning staff. 90 37% 145 59% 6 2% 4 2%

03. Clarity of communication from Student Learning staff. 86 36% 142 59% 9 4% 5 2%

04. Curriculum/subject area leadership and support. 80 35% 132 58% 11 5% 4 2%

05. Program area (e.g., Gifted, Specialty, Athletics, Library, Adult Education, Title I, and Head Start) leadership and support.

82 36% 123 54% 16 7% 5 2%

06. Content and program-specific professional development and instructional support.

79 36% 132 60% 6 3% 4 2%

07. Support for building leadership capacity in schools (lead teachers, department chairs, specialists, etc.)

83 38% 116 54% 12 6% 5 2%

08. Overall satisfaction with Student Learning. 84 34% 149 61% 9 4% 4 2%





Question Count % Count % Count % Count %Professional Learning Excellent Good Fair Poor

01. Responsiveness of Professional Learning staff. 86 34% 152 61% 9 4% 4 2%

02. Level of customer service provided by Professional Learning staff. 84 34% 152 61% 8 3% 5 2%

03. Communication of expectations for schools from Professional Learning staff. 70 31% 137 60% 15 7% 5 2%

04. Instructional support and coaching services provided to schools by Professional Learning staff.

70 32% 134 61% 12 5% 4 2%

05. Baldrige in Education/Baldrige in the Classroom. 56 34% 94 57% 10 6% 4 2%

06. Support for building leadership capacity in schools by Professional Learning staff.

68 32% 129 60% 14 7% 3 1%

07. Overall satisfaction with Professional Learning. 75 30% 157 63% 14 6% 4 2%





Question Count % Count % Count % Count %ESOL Program Excellent Good Fair Poor

01. Responsiveness of ESOL Program staff. 64 28% 128 55% 33 14% 7 3%

02. Level of support provided by ESOL Program staff. 69 30% 128 55% 27 12% 7 3%

03. Comunication of expectations for ESOL teachers at schools from ESOL Program staff.

57 27% 117 55% 31 15% 6 3%

04. Quality of ESOL professional development. 63 29% 124 57% 27 12% 3 1%

05. Instructional support and coaching services to schools provided by ESOL Program staff.

59 30% 111 57% 23 12% 3 2%

06. Support for building leadership capacity in schools. 54 28% 111 58% 23 12% 5 3%

07. Overall satisfaction with the ESOL Program. 55 24% 137 59% 32 14% 7 3%





Question Count % Count % Count % Count %Student Management and Alternative Programs (OSMAP) Excellent Good Fair Poor

01. Responsiveness of OSMAP staff. 89 51% 83 47% 4 2% 0 0%

02. Level of customer service provided by OSMAP staff. 89 50% 84 47% 4 2% 0 0%

03. Clarity of communications and expectations from OSMAP. 77 45% 88 51% 6 4% 0 0%

04. OSMAP referral process: long-term suspension, expulsion, placement appeals, or criminal reassignment.

73 48% 72 48% 6 4% 0 0%

05. Administration of summer school programs. 86 47% 84 46% 11 6% 1 1%

06. Summer school program offerings. 83 47% 83 47% 9 5% 0 0%

07. Administration of non-traditional (alternative) programs, excluding New Dominion and New Directions Alternative Education Centers.

81 50% 73 45% 7 4% 0 0%

08. Non-traditional (alternative) program offerings, excluding New Dominion and New Directions Alternative Education Centers.

74 48% 74 48% 7 5% 0 0%

09. Overall satisfaction with Student Management and Alternative Programs. 88 46% 98 52% 4 2% 0 0%





Question Count % Count % Count % Count %Special Education Services Excellent Good Fair Poor

01. Responsiveness of Special Education staff. 65 27% 115 48% 35 15% 25 10%

02. Level of customer service provided by Special Education staff. 65 28% 110 47% 39 17% 22 9%

03. Promptness of special education support to schools in response to requests for assistance.

61 29% 91 43% 35 17% 24 11%

04. Quality of professional development. 51 25% 100 48% 32 15% 24 12%

05. Information (including regulatory requirements) and support provided by the Office of Special Education.

62 28% 105 47% 32 14% 23 10%

06. Overall satisfaction with Special Education Services. 63 27% 107 45% 41 17% 25 11%





Question Count % Count % Count % Count %Student Services Excellent Good Fair Poor

01. Responsiveness of Student Services staff. 98 42% 128 55% 3 1% 2 1%

02. Level of customer service provided by Student Services staff. 102 44% 125 53% 5 2% 2 1%

03. Clarity of written communications from Student Services staff. 90 40% 129 58% 4 2% 1 0%

04. Implementation of curricula, programs and services to support academic success.

91 44% 112 54% 5 2% 1 0%

05. Specialized services provided to students in need of additional support. 86 42% 111 54% 7 3% 3 1%

06. Counseling services provided to students that promote student academic, personal/social and career development.

88 43% 112 54% 6 3% 1 0%

07. Consultation and assistance in interpretation and implementation of policies, regulations, and procedures.

91 42% 119 55% 4 2% 1 0%

08. Overall satisfaction with Student Services. 91 39% 136 59% 3 1% 1 0%




Finance and Support Services

Question Count % Count % Count % Count %Facilities Services Excellent Good Fair Poor

01. Responsiveness of Facilities Services staff. 117 46% 131 51% 6 2% 2 1%

02. Level of customer service provided by Facilities Services staff. 122 48% 126 49% 5 2% 2 1%

03. Development of new facilities. 91 47% 99 51% 2 1% 2 1%

04. Major renovations of existing facilities. 80 42% 103 54% 6 3% 2 1%

05. Projection of student membership. 74 32% 138 59% 14 6% 6 3%

06. Capital improvements program. 76 36% 127 60% 6 3% 1 0%

07. Boundary planning process. 64 31% 121 58% 12 6% 10 5%

08. Electronic work order system (SchoolDude). 74 35% 130 61% 5 2% 4 2%

09. Repair services--Custodial equipment repair, pest management, graffiti removal.

95 42% 121 54% 7 3% 1 0%

10. Repair services--Heating, ventilating, air conditioning. 95 41% 121 52% 11 5% 5 2%

11. Repair services--Electrical, kitchen, plumbing. 102 47% 108 50% 5 2% 2 1%

12. Repair services--Carpentry, painting, structures & grounds. 100 45% 111 50% 8 4% 1 0%

13. Repair services--Minor Maintenance Crew. 100 45% 115 52% 6 3% 1 0%

14. Repair services--Business machines. 80 39% 114 56% 7 3% 2 1%

15. Repair services--Environmental, roofing. 81 41% 105 54% 8 4% 2 1%

16. Seven-Fourteen (7/14) year building refresh program. 64 38% 95 57% 6 4% 2 1%

17. School generated projects. 78 44% 97 54% 3 2% 1 1%

18. Overall satisfaction with Facilities Services. 99 40% 145 58% 4 2% 2 1%





Question Count % Count % Count % Count %Food and Nutrition Services Excellent Good Fair Poor

01. Responsiveness of Food and Nutrition Services staff. 128 50% 123 48% 5 2% 1 0%

02. Level of customer service provided by Food and Nutrition Services staff. 129 50% 122 47% 6 2% 1 0%

03. Efficiency of the service in the student lunch and breakfast program. 106 48% 108 49% 4 2% 1 0%

04. Quality of the food. 95 38% 142 57% 11 4% 2 1%

05. Special food services (catered meals for special functions). 105 45% 124 53% 3 1% 2 1%

06. Overall satisfaction with Food and Nutrition Services. 121 46% 138 53% 2 1% 1 0%





Question Count % Count % Count % Count %Financial Services Excellent Good Fair Poor

01. Responsiveness of Financial Services staff. 90 37% 134 55% 14 6% 4 2%

02. Level of customer service provided by Financial Services staff. 89 37% 132 55% 16 7% 5 2%

03. Payment of employees. 142 55% 110 43% 5 2% 1 0%

04. Payment of vendors. 90 44% 109 54% 3 1% 1 0%

05. Budget services. 85 38% 122 55% 12 5% 3 1%

06. Accounting services. 81 38% 125 59% 3 1% 2 1%

07. School activity fund audits. 65 39% 97 58% 3 2% 1 1%

08. Purchase of goods, services, and construction requirements. 75 37% 120 59% 5 2% 2 1%

09. Warehouse store. 90 44% 110 54% 4 2% 1 0%

10. Pick up/delivery service. 121 51% 112 47% 2 1% 1 0%

11. Courier service. 146 57% 110 43% 1 0% 1 0%

12. Property control services. 80 40% 112 57% 5 3% 1 1%

13. Overall satisfaction with Financial Services. 102 39% 149 57% 8 3% 1 0%





Question Count % Count % Count % Count %Risk Management and Security Services Excellent Good Fair Poor

01. Responsiveness of Risk Management and Security Services staff. (Prompt resolution of issues.)

129 43% 152 51% 15 5% 1 0%

02. Level of customer service provided by Risk Management and Security Services staff (including communication and collaboration).

121 41% 156 53% 15 5% 5 2%

03. Courtesy and professionalism of Risk Management and Security Services staff. 136 45% 151 50% 9 3% 4 1%

04. Management of Divisionwide safety/liability issues. 111 40% 153 55% 13 5% 2 1%

05. Crisis management training and consultation. 120 42% 144 50% 19 7% 3 1%

06. Hazardous waste disposal and response. 60 36% 98 58% 9 5% 1 1%

07. Claims management. 67 35% 112 58% 12 6% 2 1%

08. Security/safety consultation. 98 37% 149 56% 17 6% 2 1%

09. Overall satisfaction with Risk Management and Security Services. 110 37% 173 58% 13 4% 2 1%





Question Count % Count % Count % Count %Transportation Services Excellent Good Fair Poor

01. Responsiveness of Transportation Services staff. 101 43% 117 49% 17 7% 2 1%

02. Level of customer service provided by Transportation Services staff. 102 43% 112 47% 19 8% 3 1%

03. Timeliness of bus transportation. 68 31% 114 52% 25 11% 14 6%

04. Adequacy of bus fleet. 67 32% 104 50% 23 11% 13 6%

05. Maintenance/repair of administration vehicles/bus fleet. 78 42% 97 52% 8 4% 4 2%

06. Transportation services for field/athletic trips. 79 38% 105 51% 15 7% 7 3%

07. Overall satisfaction with Transportation Services. 81 35% 127 55% 22 9% 3 1%

Overall Satisfaction with Central Services 92%


2013-14 Customer Satisfaction SurveyCentral Office Administrator Report


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96%82% 94% 89% 97% 91% 97% 96% 91% 86% 99% 82% 98% 99% 98% 96% 95%

























06. Web services. 37 27% 85 62% 14 10% 2 1%






38 41% 51 55% 2 2% 1 1%


























24 35% 43 62% 1 1% 1 1%



18 37% 28 57% 2 4% 1 2%







Human Resources
























40 54% 34 46% 0 0% 0 0%















29 37% 46 59% 2 3% 1 1%


29 40% 43 59% 1 1% 0 0%


31 45% 34 49% 4 6% 0 0%











28 36% 43 56% 5 6% 1 1%



24 34% 42 59% 5 7% 0 0%










20 32% 34 55% 7 11% 1 2%



21 40% 30 57% 2 4% 0 0%












24 50% 22 46% 2 4% 0 0%




35 56% 25 40% 2 3% 0 0%


32 55% 25 43% 1 2% 0 0%










34 49% 27 39% 5 7% 4 6%



38 46% 30 36% 11 13% 4 5%











34 54% 29 46% 0 0% 0 0%



31 48% 31 48% 2 3% 0 0%


36 50% 34 47% 2 3% 0 0%
















42 48% 43 49% 2 2% 0 0%






























05. Budget services. 39 38% 55 54% 7 7% 1 1%




09. Warehouse store. 42 45% 49 53% 2 2% 0 0%


11. Courier service. 67 56% 52 44% 0 0% 0 0%









51 39% 72 55% 8 6% 0 0%


48 36% 76 57% 9 7% 1 1%






















2013-14 Customer Satisfaction SurveySchool-Based Administrator Report


Executive

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85%88% 98% 90% 90% 94% 99% 94% 94% 81% 97% 65% 99% 96% 99% 97% 95%

























06. Web services. 52 33% 99 63% 5 3% 2 1%






53 39% 76 55% 5 4% 3 2%


























45 31% 83 57% 14 10% 4 3%



56 38% 74 50% 13 9% 6 4%







Human Resources
























67 50% 60 45% 6 4% 1 1%















53 36% 77 52% 14 9% 4 3%


50 34% 89 60% 5 3% 4 3%


52 35% 82 56% 8 5% 5 3%











42 29% 91 64% 7 5% 3 2%



44 31% 87 61% 9 6% 3 2%










37 25% 83 56% 24 16% 5 3%



38 27% 81 57% 21 15% 3 2%












49 48% 50 49% 4 4% 0 0%




46 46% 48 48% 5 5% 0 0%


42 43% 49 51% 6 6% 0 0%










27 19% 64 45% 30 21% 20 14%



24 17% 75 54% 21 15% 19 14%











57 39% 83 57% 5 3% 1 1%



57 40% 81 57% 4 3% 1 1%


55 38% 85 59% 2 1% 1 1%
















53 39% 78 57% 5 4% 1 1%






























05. Budget services. 46 38% 67 56% 5 4% 2 2%




09. Warehouse store. 48 43% 61 54% 2 2% 1 1%


11. Courier service. 79 57% 58 42% 1 1% 1 1%









78 47% 80 48% 7 4% 1 1%


73 45% 80 49% 6 4% 4 2%






















2013 - 14 Customer Satisfaction Survey

Prince William County Schools, Office of Accountability, Program Evaluation

ExecAdmin

Com-munica-

tion

InfoTech

InstTech

HumanResources

Account-ability

StudentLearning

ProfLearning

ESOL OSMAP Spec EdStudentServices

FacilitiesServices

FoodServ

FinanceRisk &

SecurityTrans-

portation

2011-12 86.5% 96.2% 90.2% 0.0% 90.1% 98.8% 93.5% 88.1% 86.0% 96.4% 68.4% 95.3% 96.9% 97.7% 97.3% 97.9% 97.0%

2012-13 85.8% 95.9% 88.0% 92.1% 92.6% 98.8% 93.9% 89.4% 88.8% 98.5% 67.9% 97.5% 97.3% 97.3% 97.7% 95.9% 93.0%

2013-14 85.5% 95.9% 89.9% 92.2% 92.2% 97.9% 94.7% 92.8% 83.1% 97.9% 72.0% 98.3% 97.6% 98.9% 96.5% 95.0% 89.3%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Overall Satisfaction Trend Report(Percent Excellent & Good)

Documents

Customer Satisfaction Survey · 2013-14 Customer Satisfaction Survey Overall Report Number of Responses 366 of 467 Response Rate: 78% Communication and Technology Services Question