Performance Measure
Agency
Department of Human Resource Management (129)
Measure Name
Percentage of DHRM customers rating services received as good or better
Measure Last Modified
May 22 2017 09:03
Measure Last Published
Jun 30 2017 03:10
Measure Status
Active
Data Source and Calculation

Receive 90% favorable customer service ratings from state and local government agencies and employees receiving training, consulting, and administrative services. Agencies and employees respond annually to DHRM surveys, and provide feedback upon the completion of training with a DHRM course evaluation.

Enterprise Priorities and Strategies
Enterprise InitiativeEnterprise PriorityEnterprise Strategy
Government and CitizensCustomer ServiceDeliver high quality products and services to customers in a timely manner.
Associated Service Areas
SA CodeSA Name
Measure ID12900000.001.001
Measure ClassAgency Key
Measure TypeOutcome
Year TypeState FY
Preferred TrendIncrease
FrequencyAnnually
Statistical Unitpercentage
Baseline and Targets
Target NameDateResultNote
Baseline
Short Target 2020
Long Target 2022
Measure Results
YearResultExplanatory Note
200797.25This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.2 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 96 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 97.9 Health Benefits Services: 93 Average: 97.18
200895.54This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.2 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 96 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 97.9 Health Benefits Services: 93 Average: 97.18
200998.22This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.2 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 96 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 97.9 Health Benefits Services: 93 Average: 97.18
201093.38This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.2 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 96 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 97.9 Health Benefits Services: 93 Average: 97.18
201197.18This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.2 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 96 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 97.9 Health Benefits Services: 93 Average: 97.18
201296.80This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.4 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 98 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 96.9 Health Benefits Services: 89.5 Average: 96.8
201396.30The fiscal year 2013 results reflect the average of all DHRM service areas. New to fiscal year 2013 results is the Employee Dispute Resolution service area. Prior to 2013, Employee Dispute Resolution was a separate agency.
201495.61the fiscal year 2014 results reflect the average of all DHRM service areas. Employment Dispute Resolution 98+, Office of Health Benefits 90.38+, Agency Human Resource Services 100+, Equal Employment Opportunity Services 100+, Administrative and Support Services, 94.89+, and Employee Services 100+.
201594.54The fiscal year 2015 results reflect the average of all DHRM service areas. Employment Dispute Resolution 99+, Office of Health Benefits 89.5+, Agency Human Resource Services 100+, Equal Employment Services 100+, Office of State Employee Workers' Compensation Services 83+, Administration and Support Services93.48+, and State Employee Services 96.8+
201696.31The fiscal year 2016 results reflect the average of all DHRM service areas. Employment Dispute Resolution 99+, Office of Health Benefits 95.59+, Agency Human Resource Services 100+, Equal Employment Services 100+, Office of State Employee Workers' Compensation Services 92+, Administration and Support Services95+, and State Employee Services 92.6+
2017
VP1.31 - Run Date: 04/30/2021 07:30:17