Customer Satisfaction Survey - Prince William County ... · 2015-16 Customer Satisfaction Survey Overall Report Prince William County Public Schools Number of Responses 377 of 477

2015-16

Customer Satisfaction Survey

Prince William County SchoolsOffice of Accountability

Program Evaluation

Overall

August 2016

The 2015-16 Customer Satisfaction Survey (CSS) was administered online to all 477 central office and school-based administrators of Prince William County Public Schools (PWCS) in June 2016. A total of 377 staff members responded to the CSS for a response rate of 79.04%. 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. The CSS is administered to measure the School Division’s progress toward PWCS Strategic Plan Goal 5, Object 5.1 and Goal 3 Objective 3.2, which states, “Survey data will show that student parent/guardian, and employee satisfaction with the School Division meets or exceeds the previous year's survey results.” 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.”

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 ( 2013-14, 2014-15, and 2015-16).

Introduction

2015-16 Customer Satisfaction Survey

Prince William County Public Schools

Number of Responses 377 of 477 Response Rate: 79.04%

Office of Accountability, Program Evaluation August 2016

2015-16 Customer Satisfaction SurveyOverall Report



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87%83% 92% 84% 88% 93% 98% 90% 89% 97% 89% 98% 71% 95% 98% 93% 96%

Overall Satisfaction Percent Based on Excellent and Good

90%Overall Satisfaction with Central Services

Excellent Good Fair PoorExecutive Administration

Executive Administration

Level of customer service provided by Executive Administration. 126 41% 145 47% 30 10% 6 2%

Clear understanding of Executive Administration job responsibilities. 109 35% 161 52% 31 10% 8 3%

Commitment to continuous improvement of instruction. 134 44% 141 46% 23 8% 6 2%

Clear articulation of the Strategic Plan goals. 121 39% 149 48% 33 11% 8 3%

Clear articulation of county initiatives and expectations to administrators. 115 37% 141 45% 48 15% 6 2%

Clear articulation of county initiatives and expectations to teachers. 102 35% 141 48% 42 14% 7 2%

The direction of the daily operations of PWCS. 106 35% 160 52% 31 10% 10 3%

Involvement of administrators in the decision-making process. 75 25% 150 49% 61 20% 19 6%

Implementation of laws, regulations, and policies in PWCS. 131 42% 148 47% 28 9% 7 2%

Overall responsiveness of Executive Administration. 121 39% 144 46% 35 11% 11 4%

Overall satisfaction with Executive Administration. 120 38% 141 45% 39 12% 13 4%

83%Executive Administration Overall Satisfaction





Excellent Good Fair PoorCommunications Services

Communication and Technology Services

Level of customer service provided by Communications Services staff. 115 41% 145 52% 17 6% 2 1%

Quality of publications (e.g., Division Leader, Communicator, Calendar). 148 51% 123 42% 20 7% 2 1%

Assistance provided to communicate PWCS information to internal audiences. 118 42% 142 50% 19 7% 3 1%

Community relations. 108 39% 146 53% 18 7% 2 1%

Value of web services in enhancing digital communications. 101 35% 151 53% 29 10% 4 1%

Support from media production services. 115 45% 122 47% 19 7% 2 1%

Legislative/Government relations. 77 35% 121 56% 16 7% 3 1%

Assistance from community and business engagement in building or maintaining partnerships.

85 36% 127 54% 22 9% 3 1%

Value of assistance from SPARK. 98 41% 112 47% 25 10% 5 2%

Assistance provided in addressing communication issues during crises or challenging situations.

129 47% 124 45% 22 8% 2 1%

Dissemination of urgent information to target audiences. 132 47% 123 44% 23 8% 4 1%

Overall responsiveness of Communications Services staff. 119 42% 149 53% 12 4% 3 1%

Overall satisfaction with Communications Services. 117 40% 149 51% 22 8% 2 1%

92%Communications Services Overall Satisfaction





Excellent Good Fair PoorInformation Technology Services


Level of customer service provided by Information Technology Services staff. 91 31% 147 51% 44 15% 9 3%

Quality of on-site technical support. 100 35% 119 41% 59 20% 10 3%

Quality of Help Desk support. 114 39% 136 47% 31 11% 8 3%

Administrative application support. 89 33% 137 52% 36 14% 4 2%

Central data processing services (i.e., report cards, network, security, etc.). 79 31% 138 54% 32 12% 8 3%

Quality of computer hardware. 67 23% 169 59% 48 17% 4 1%

Telecommunications (telephones). 80 27% 166 56% 40 14% 9 3%

Imaging Center (i.e., offset printing and bindery services). 126 51% 111 45% 8 3% 0 0%

Promptness in resolution of HelpDesk tickets (within 10 business days). 107 37% 134 46% 31 11% 18 6%

Overall responsiveness of Information Technology Services staff. 90 31% 151 52% 41 14% 9 3%

Overall satisfaction with Information Technology Services. 88 30% 158 54% 34 12% 13 4%

84%Information Technology Services Overall Satisfaction





Excellent Good Fair PoorInstructional Technology Services


Level of customer service provided by Instructional Technology Services staff. 80 37% 122 56% 14 6% 3 1%

Relevance and timeliness of professional learning provided Instructional Technology Services.

72 33% 118 55% 20 9% 5 2%

Instructional Software support. 62 29% 127 60% 17 8% 5 2%

Support of the Instructional Technology Coach (ITC) from Instructional Technology Services.

83 42% 90 46% 17 9% 6 3%

Accessibility of technology tools/equipment loaned to schools. 59 34% 94 53% 20 11% 3 2%

Collaboration with Instructional Technology Services in the hiring and managing of ITCs.

62 37% 86 52% 13 8% 5 3%

Overall responsiveness of Instructional Technology Services staff. 76 35% 118 54% 22 10% 2 1%

Overall satisfaction with Instructional Technology Services. 76 35% 116 53% 23 11% 3 1%

88%Instructional Technology Services Overall Satisfaction





Excellent Good Fair PoorHuman Resources

Human Resources

Level of customer service provided by Human Resources staff. 151 54% 100 36% 25 9% 2 1%

Overall satisfaction with new employees (hired for FY 2016). 105 42% 130 51% 16 6% 2 1%

Administration of employee compensation and benefits. 140 51% 121 44% 10 4% 2 1%

Administration of retirement services (including ROP). 114 55% 87 42% 7 3% 1 0%

Management of employment and benefit records. 122 47% 126 49% 9 4% 0 0%

Administration of classified personnel. 124 48% 115 45% 17 7% 0 0%

Administration of certificated personnel. 128 53% 104 43% 9 4% 0 0%

Usefulness of training assistance and consultation services. 111 46% 107 44% 23 9% 2 1%

Quality of information presented (e.g., Level meetings, trainings, etc.). 111 44% 119 47% 19 8% 3 1%

Overall responsiveness of Human Resources staff. 139 50% 119 43% 19 7% 2 1%

Overall satisfaction with Human Resources. 143 52% 115 42% 18 6% 1 0%

93%Human Resources Overall Satisfaction





Excellent Good Fair PoorAccountability

Student Learning and Accountability

Level of customer service provided by Accountability staff. 146 61% 90 37% 5 2% 0 0%

Grants development and coordination. 82 47% 88 50% 3 2% 2 1%

Data analysis and reporting services. 136 58% 90 38% 9 4% 0 0%

Records management. 107 50% 104 48% 5 2% 0 0%

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

126 58% 87 40% 4 2% 1 0%

Strategic and improvement planning. 111 51% 98 45% 7 3% 2 1%

SACS/CASI accreditation. 88 53% 76 46% 1 1% 1 1%

Program evaluation (comprehensive evaluation and survey services). 100 47% 109 51% 2 1% 1 0%

Overall responsiveness of Accountability staff. 139 57% 100 41% 5 2% 0 0%

Overall satisfaction with Accountability. 134 55% 103 43% 5 2% 0 0%

98%Accountability Overall Satisfaction





Excellent Good Fair PoorStudent Learning


Level of customer service provided by Student Learning staff. 90 38% 127 54% 16 7% 2 1%

Clarity of communication from Student Learning staff. 78 33% 137 57% 22 9% 2 1%

Curriculum/subject area leadership and support. 86 38% 112 49% 26 11% 3 1%

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

88 38% 117 51% 22 10% 3 1%

Content and program-specific professional development and instructional support. 86 38% 113 50% 22 10% 5 2%

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

81 38% 106 50% 21 10% 5 2%

Overall responsiveness of Student Learning staff. 87 36% 128 54% 22 9% 2 1%

Overall satisfaction with Student Learning. 85 35% 130 54% 22 9% 3 1%

90%Student Learning Overall Satisfaction





Excellent Good Fair PoorProfessional Learning


Level of customer service provided by Professional Learning staff. 96 40% 128 53% 14 6% 5 2%

Communication of expectations for schools from Professional Learning. 79 35% 115 52% 25 11% 4 2%

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

76 36% 112 53% 18 8% 6 3%

Management and support of Baldrige in Education/Baldrige in the Classroom. 55 32% 102 59% 14 8% 3 2%

Support for building leadership capacity in schools by Professional Learning. 73 34% 114 53% 21 10% 7 3%

Overall responsiveness of Professional Learning staff. 89 38% 126 53% 18 8% 3 1%

Overall satisfaction with Professional Learning. 85 36% 127 54% 21 9% 4 2%

89%Professional Learning Overall Satisfaction





Excellent Good Fair PoorStudent Management and Alternative Programs (OSMAP)


Level of customer service provided by OSMAP staff. 100 57% 72 41% 3 2% 0 0%

Clarity of communications and expectations from OSMAP. 91 52% 77 44% 6 3% 0 0%

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

76 53% 65 45% 3 2% 0 0%

Administration of summer school programs. 98 57% 70 40% 5 3% 0 0%

Summer school program offerings. 85 52% 76 46% 4 2% 0 0%

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

80 52% 70 46% 3 2% 0 0%

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

78 52% 69 46% 3 2% 0 0%

Overall responsiveness of OSMAP staff. 98 54% 79 44% 4 2% 0 0%

Overall satisfaction with OSMAP. 101 54% 80 43% 5 3% 0 0%

97%Student Management and Alternative Programs (OSMAP) Overall Satisfaction





Excellent Good Fair PoorEL Programs and Services


Level of customer service provided by EL Programs & Services staff. 65 30% 122 56% 27 12% 4 2%

Communication of expectations for EL teachers at schools. 58 30% 105 54% 26 13% 4 2%

Quality of EL Programs & Services professional development. 65 31% 124 59% 20 9% 2 1%

Instructional support and coaching services provided to schools by the Instructional Services staff.

49 26% 122 64% 18 9% 3 2%

Support for building leadership capacity in schools. 52 28% 105 57% 24 13% 4 2%

Quality of technical assistance in registration records and SMS data entry. 51 28% 111 60% 20 11% 3 2%

Quality of technical assistance in accessing translated documents and obtaining interpreters.

62 30% 114 56% 23 11% 6 3%

Support for administrators in providing effective EL programs. 52 27% 108 57% 24 13% 7 4%

Level of support provided by Translations Services staff. 71 35% 109 54% 20 10% 2 1%

Level of support provided by Central Registration Services staff. 56 29% 119 62% 15 8% 1 1%

Level of support provided by EL Instructional Services staff. 58 29% 122 61% 18 9% 1 1%

Overall responsiveness of EL Programs & Services staff. 60 28% 125 59% 23 11% 5 2%

Overall satisfaction with EL Programs & Services. 62 29% 129 60% 21 10% 3 1%

89%EL Programs and Services Overall Satisfaction





Excellent Good Fair PoorStudent Services


Level of customer service provided by Student Services staff. 96 43% 122 54% 7 3% 0 0%

Clarity of written communications from Student Services staff. 90 41% 121 55% 10 5% 0 0%

Implementation of curricula, programs and services to support academic success. 80 38% 116 56% 12 6% 0 0%

Specialized services provided to students in need of additional support. 81 39% 110 53% 14 7% 1 0%

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

88 43% 107 52% 11 5% 1 0%

Consultation and assistance in interpretating and implementing policies, regulations, and procedures.

84 40% 117 55% 10 5% 1 0%

Overall responsiveness of Student Services staff. 98 44% 120 54% 5 2% 1 0%

Overall satisfaction with Student Services. 95 43% 123 55% 4 2% 1 0%

98%Student Services Overall Satisfaction





Excellent Good Fair PoorSpecial Education Services


Level of customer service provided by Special Education Services staff. 63 29% 92 43% 44 20% 16 7%

Promptness of Special Education support to schools in response to requests for assistance.

69 34% 73 36% 42 21% 18 9%

Quality of professional development. 45 23% 100 51% 35 18% 18 9%

Information (including regulatory requirements) and support provided by Special Education Services.

55 27% 98 47% 41 20% 13 6%

Dissemination of information regarding compliance issues. 55 27% 95 47% 35 17% 19 9%

Value of support offered through site visits to school by Special Education staff. 62 32% 84 44% 25 13% 21 11%

Proactive in efforts to collaborate with school staff when addressing school-level problems that impact special education students.

59 30% 82 42% 35 18% 21 11%

Collaboration with other departments in the Division when addressing instructional, behavioral, or psycho-social issues.

54 27% 85 42% 38 19% 25 12%

Quality of Special Education Services central office review. 54 30% 85 47% 29 16% 14 8%

Quality of systems to support effective instruction (i.e., CEIS, PBIS, MTSS, etc.). 51 29% 89 51% 21 12% 15 9%

Overall responsiveness of Special Education Services staff. 64 29% 98 45% 39 18% 18 8%

Overall satisfaction with Special Education Services. 62 29% 92 43% 43 20% 19 9%

71%Special Education Services Overall Satisfaction





Excellent Good Fair PoorFacilities Services

Finance and Support Services

Level of customer service provided by Facilities Construction staff. 110 56% 77 39% 9 5% 1 1%

Construction of new facilities and additions. 101 56% 72 40% 7 4% 1 1%

Major renovations of existing facilities. 96 54% 70 40% 10 6% 1 1%

Overall responsiveness of Facilities Construction staff. 115 57% 76 37% 12 6% 0 0%

Level of customer service provided by Facilities Planning staff. 85 45% 97 52% 6 3% 0 0%

Projection of student membership. 72 37% 101 51% 20 10% 4 2%

Capital improvements program. 78 44% 86 49% 10 6% 2 1%

Boundary planning process. 71 40% 89 50% 11 6% 6 3%

Overall responsiveness of Facilities Planning staff. 84 44% 102 53% 5 3% 2 1%

Level of customer service provided by Facilities Management (Maintenance) staff. 123 56% 93 42% 3 1% 2 1%

Electronic work order system (SchoolDude). 99 48% 96 46% 11 5% 1 0%

Repair services--Custodial equipment, emergency custodial response, graffiti removal. 116 55% 89 42% 4 2% 1 0%

Repair services--Heating, ventilating, air conditioning. 110 51% 96 44% 7 3% 3 1%

Repair services--Electrical, kitchen, plumbing. 113 54% 91 44% 3 1% 2 1%

Repair services--Carpentry, painting, structures & grounds. 115 55% 91 43% 3 1% 2 1%

Repair services--Building services. 115 54% 91 43% 4 2% 2 1%

Repair services--Landscaping, pest management. 108 51% 98 46% 5 2% 1 0%

Repair services--Environmental, roofing. 110 54% 91 44% 3 1% 1 0%

Seven-Fourteen (7/14) year building refresh program. 90 51% 83 47% 2 1% 2 1%

School generated improvement projects (i.e., projects, permits, and records). 91 51% 84 47% 4 2% 1 1%

Overall responsiveness of Facilities Management (Maintenance) staff. 119 54% 98 44% 4 2% 1 0%

Overall satisfaction with Facilities Services. 115 52% 97 44% 8 4% 2 1%

95%Facilities Services Overall Satisfaction





Excellent Good Fair PoorFood and Nutrition Services


Level of customer service provided by Food and Nutrition Services staff. 116 51% 106 46% 7 3% 0 0%

Efficiency of the service in the student lunch and breakfast program. 100 50% 94 47% 6 3% 0 0%

Quality of the food. 85 38% 113 51% 22 10% 3 1%

Special food services (catered meals for special functions). 92 45% 103 51% 8 4% 0 0%

Overall responsiveness of Food and Nutrition Services staff. 113 48% 115 49% 5 2% 0 0%

Overall satisfaction with Food and Nutrition Services. 110 47% 118 51% 5 2% 0 0%

98%Food and Nutrition Services Overall Satisfaction





Excellent Good Fair PoorFinancial Services


Level of customer service provided by Financial Services staff. 96 42% 104 46% 23 10% 3 1%

Payment of employees. 129 55% 100 43% 4 2% 2 1%

Payment of vendors. 86 45% 97 51% 6 3% 1 1%

Budget services. 89 43% 102 50% 11 5% 3 1%

Accounting services. 96 48% 98 49% 5 3% 1 1%

School activity fund audits. 73 47% 79 51% 3 2% 1 1%

Purchase of goods, services, and construction requirements. 81 42% 101 52% 11 6% 1 1%

Warehouse store. 91 48% 95 50% 2 1% 1 1%

Pick up/delivery service. 117 57% 87 42% 2 1% 1 0%

Courier service. 140 61% 88 38% 3 1% 0 0%

Property control services. 85 46% 94 51% 4 2% 1 1%

Overall responsiveness of Financial Services staff. 98 42% 116 50% 16 7% 2 1%

Overall satisfaction with Financial Services. 96 42% 117 51% 16 7% 1 0%

93%Financial Services Overall Satisfaction





Excellent Good Fair PoorRisk Management and Security Services


Level of customer service provided by Risk Management and Security Services staff. 132 55% 97 41% 9 4% 1 0%

Courtesy and professionalism of Risk Management and Security Services staff. 139 58% 91 38% 9 4% 2 1%

Management of Divisionwide safety/liability issues. 126 56% 92 41% 7 3% 0 0%

Crisis management training and consultation. 118 52% 99 44% 8 4% 1 0%

Hazardous waste disposal and response. 86 51% 80 47% 3 2% 0 0%

Claims management. 92 51% 82 45% 4 2% 3 2%

Security/safety consultation. 118 54% 93 43% 5 2% 1 0%

Overall responsiveness of Risk Management and Security Services staff. 128 54% 100 43% 6 3% 1 0%

Overall satisfaction with Risk Management and Security Services. 129 54% 101 42% 8 3% 1 0%

96%Risk Management and Security Services Overall Satisfaction





Excellent Good Fair PoorTransportation Services


Level of customer service provided by Transportation Services staff. 82 37% 109 49% 25 11% 6 3%

Timeliness of bus transportation. 59 29% 103 51% 31 15% 9 4%

Adequacy of bus fleet. 66 33% 104 51% 21 10% 11 5%

Maintenance/repair of administration vehicles/bus fleet. 70 38% 100 55% 10 5% 3 2%

Transportation services for field/athletic trips. 80 43% 88 47% 14 7% 6 3%

Overall responsiveness of Transportation Services staff. 84 38% 106 48% 23 10% 8 4%

Overall satisfaction with Transportation Services. 81 38% 106 49% 24 11% 5 2%

87%Transportation Services Overall Satisfaction


2015-16 Customer Satisfaction SurveyCentral Office Administrator Report



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93%86% 89% 76% 90% 89% 98% 92% 91% 95% 94% 98% 79% 94% 99% 89% 98%


91%Central Office Administrator Satisfaction with Central Services





























32 33% 58 60% 5 5% 2 2%



53 44% 54 45% 12 10% 2 2%































22 31% 42 59% 6 8% 1 1%



20 37% 29 54% 4 7% 1 2%



15 31% 28 58% 4 8% 1 2%









Human Resources
























44 59% 29 39% 1 1% 0 0%

















34 40% 45 53% 5 6% 1 1%



28 40% 38 54% 4 6% 0 0%













23 33% 44 63% 2 3% 1 1%















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




37 57% 26 40% 2 3% 0 0%


35 55% 27 42% 2 3% 0 0%














17 32% 35 66% 1 2% 0 0%




27 42% 32 50% 5 8% 0 0%



















32 46% 32 46% 5 7% 0 0%


29 40% 40 56% 3 4% 0 0%












29 47% 20 32% 11 18% 2 3%



26 38% 28 41% 12 18% 2 3%




24 43% 22 39% 8 14% 2 4%


24 35% 27 39% 11 16% 7 10%

























































Budget services. 39 44% 41 47% 6 7% 2 2%




Warehouse store. 38 49% 37 48% 1 1% 1 1%


Courier service. 63 64% 34 35% 1 1% 0 0%




































2015-16 Customer Satisfaction SurveySchool-Based Administrator Report



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83%82% 94% 91% 87% 97% 98% 88% 88% 99% 86% 98% 67% 96% 97% 96% 95%


90%School-Based Administrator Satisfaction with Central Services





























53 38% 68 49% 17 12% 1 1%



75 48% 70 45% 10 6% 0 0%































50 35% 75 52% 14 10% 4 3%



63 45% 60 43% 13 9% 5 4%



47 40% 57 49% 9 8% 4 3%









Human Resources
























81 57% 58 41% 3 2% 1 1%

















54 38% 71 49% 17 12% 2 1%



53 37% 67 47% 17 12% 5 4%













53 38% 67 48% 16 11% 5 4%















46 51% 44 48% 1 1% 0 0%




43 49% 44 50% 1 1% 0 0%


43 50% 42 49% 1 1% 0 0%














32 23% 86 62% 17 12% 3 2%




35 25% 81 58% 18 13% 6 4%



















56 41% 75 54% 6 4% 1 1%


55 39% 77 55% 7 5% 1 1%












40 29% 53 38% 31 22% 16 11%



29 21% 70 50% 29 21% 11 8%




35 25% 60 43% 27 19% 19 13%


30 23% 58 44% 27 20% 18 14%

























































Budget services. 50 43% 61 52% 5 4% 1 1%




Warehouse store. 53 47% 58 52% 1 1% 0 0%


Courier service. 77 58% 54 41% 2 2% 0 0%




































2015-16 Customer Satisfaction Survey

Prince William County Schools, Office of Accountability, Program Evaluation

ExecAdmin

Commu-nications

InfoTech

InstTech

HumanResources

Account-ability

StudentLearning

ProfLearning

OSMAPEL

ProgramsStudentServices

Spec EdFacilitiesServices

FoodServ

FinanceRisk &

SecurityTrans-

portation

2013-14 86% 96% 90% 92% 92% 98% 95% 93% 98% 83% 98% 72% 98% 99% 97% 95% 89%

2014-15 84% 91% 88% 90% 95% 99% 93% 89% 98% 89% 97% 70% 97% 99% 95% 95% 91%

2015-16 83% 92% 84% 88% 93% 98% 90% 89% 97% 89% 98% 71% 95% 98% 93% 96% 87%

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30%

40%

50%

60%

70%

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90%

100%

Overall Satisfaction Trend Report(Percent Excellent & Good)

Documents

Customer Satisfaction Survey - Prince William County ... · 2015-16 Customer Satisfaction Survey Overall Report Prince William County Public Schools Number of Responses 377 of 477