- Collection:
- Georgia Government Publications
- Title:
- Baseline customer satisfaction survey results
- Creator:
- Georgia Enterprise Technology Services
- Contributor to Resource:
- Georgia Technology Authority
- Date of Original:
- 2009
- Subject:
- Georgia Technology Authority
Internet service providers--Georgia
Consumer satisfaction--Georgia - Location:
- United States, Georgia, 32.75042, -83.50018
- Medium:
- bar graphs
state government records - Type:
- Text
- Format:
- application/pdf
- Description:
- Description based on online resource harvested on February 3, 2014 from gta.georgia.gov; title from PDF caption (Georgia Government Publications database, viewed October 26, 2015)
- External Identifiers:
- OCLC 928918822
NZ MMS ID 9910496428002931
Call Number T450 .M1 2009 B3 - Metadata URL:
- https://dlg.galileo.usg.edu/id:dlg_ggpd_s-ga-bt450-b-pm1-b2009-bb3-belec-p-btext
- Digital Object URL:
- https://dlg.galileo.usg.edu/do:dlg_ggpd_s-ga-bt450-b-pm1-b2009-bb3-belec-p-btext
- Language:
- eng
- Extent:
- 1 online resource (2 pages) : illustrations
- Holding Institution:
- University of Georgia. Map and Government Information Library
- Rights:
-
www.gta.georgia.gov/transformation
Baseline Customer Satisfaction Survey Results
In support of Governor Perdue's commitment to improving customer service, GTA surveyed leadership in the 12 GAIT 2010 agencies* about their current satisfaction with technology and managed network services. The survey, conducted in March 2009 prior to service provider commencement, asked questions about the total technology experience, including services from GTA and other providers.
Data collected is being used to establish a baseline for future surveys assessing the performance and reliability of technology and managed network services. This baseline data will be used to calculate the expected service level for the Overall Customer Satisfaction Service Level Agreement in early 2010.
Surveys used a ten-point scale, where one represented the most negative response (e.g., very dissatisfied, very poor) and a rating of ten represented the most positive response (e.g., very satisfied, excellent).
Below are the summaries of both surveys.
Executive Surveys
Ten of the 12 agency heads responded, resulting in a response rate of 83.3%.
Satisfaction with Technology Infrastructure Service Provider
Overall Satisfaction with Technology Infrastructure Services
Satisfaction with partnership (understanding the agency's business)
Satisfaction with support (responsiveness and timeliness)
Satisfaction with quality of staff
Satisfaction with meeting commitments (dates and service levels)
Satisfaction with value of services
6 6.4 7.1 6.9 6.8 6.5
*Community Health, Driver Services, Human Resources, Juvenile Justice, Administrative Services, Natural Resources, Revenue, GBI, Corrections, OPB, State Accounting Office, and GTA.
Georgia Technology Authority www.gta.georgia.gov
Satisfaction with Managed Network Services Provider
Overall Satisfaction with Managed Network Services
Satisfaction with partnership (understanding the agency's business)
Satisfaction with support (responsiveness and timeliness)
Satisfaction with quality of staff
Satisfaction with meeting commitments (dates and service levels)
Satisfaction with value of services
7 7 6.7 6.8 6.3 6.6
Business Unit Manager Survey
One hundred forty-three business unit managers representing the 12 GAIT2010 agencies received surveys in March 2009. Business unit managers were selected for their leadership roles in the following areas: budget, business communications, executive, finance, human resources, information technology, program, and program business area. A total of 84 respondents completed the baseline surveys creating a 58.7% response rate.
Business Unit Manager Satisfaction
Overall Satisfaction with Technology Infrastructure Services Overall Satisfaction with Managed Network Services Overall Satisfaction with the Help Desk Dial tone Handheld device Email reliability Security of data Access to the Internet Voicemail Personal C omputer meets your business needs Desktop software C onference calls Installing new equipment Service of your personal computer Access to applications Providing remote access (teleworking) Technology communications Web conferencing (Webinar) C ompleting IT projects within budget C ompleting IT projects on time Wireless (Wi-fi)
Georgia Technology Authority Videowcownfwere.ngcitnag .georgia.gov
6.9 6.7
6.9 7.9 7.8
7.7 7.6 7.4 7.4 7.2 7.1 7 7 7 6.9 6.9 6.8 6.7 6.5 6.1 5.9 5.9