Annual Georgia felon search survey report, 2012

FY'12 Annual Georgia Felon
Search Survey Report

FY'12 Annual Georgia Felon Search
Survey
TABLE OF CONTENTS
Executive Summary Background & Objective Methodology Survey Results Conclusion Appendix
Office of Data Sales 47 Trinity Ave. Suite 600, Atlanta, GA 30334
Tel: 404 463 2300 / Fax: 404 463 2390 datasales@gta.ga.gov - http://gta.ga.gov/

Executive Summary
The FY'12 annual survey for Georgia Felon Search was conducted in January, 2012. The survey results indicate a customer satisfaction rating of 100% overall.
This was the third annual survey conducted for the purpose of measuring and improving customer satisfaction of the Georgia Felon Search service. This year's survey allowed the Office of Data Sales to continue to build upon information that was obtained in previous years, and discover what factors influence usage of the service.
The survey results were categorized into key requests and suggestions. The Georgia Technology Authority responses to these have been documented for future reference.
These annual surveys have continued to help the Office of Data Sales maintain a "world class" customer satisfaction rating every year.

Background & Objective

Georgia Law - O.C.G.A. 35-3 -35C - allows criminal history record information showing in-state felony convictions, pleas and sentences to be requested and released electronically without fingerprint comparison or consent of the person whose record is requested.

Background:
The Georgia Technology Authority, in partnership with the Georgia Bureau of Investigation, offers the Georgia Felon Search service. This service provides Internet access to query the database containing state felony conviction records.
Georgia Felon Search allows customers to submit an online search to the Georgia Crime Information Center (GCIC) and verify whether individuals have been convicted of felony offenses in the State of Georgia. The reason for conducting a search may be for business or personal usage.

Objective:
Assess customer satisfaction for FY'12 and maintain a "world class" customer satisfaction rating of 95+% for Georgia Felon Search.

Methodology
Based upon the methodology established in previous years for customer service improvement, Office of Data Sales has followed the same steps in conducting the FY'12 survey.
The purpose was to gain insight from the customers' perspective on where improvements can be made, as well as uncover any additional ideas for services they would like to see added to our offerings.
Survey responses for Georgia Felon Search were collected via phone calls directly to the customers. Their comments were categorized into major requests and suggestions. The results were analyzed, and standard responses were formulated. Office of Data Sales thanked customers for their participation and personally discussed their service usage. Throughout the survey, customers explained their reasons for signing up, how often they plan to use the service going forward, and how they originally learned the service was available. They also explained how the service can be improved, especially in reference to providing additional criminal information on lower courts.
Details of these discussions were recorded to be considered as potential future enhancements.

Survey Results
The survey was received by all of the Georgia Felon Search customers who have established a billing account and used the service within the past year.
A total of eleven survey responses were documented, which made up a 79% response rate among billable customers. The survey results indicate a customer satisfaction rating of 100% overall.
The details of the survey are listed in the Appendix.
The results were categorized into the following key customer requests and suggestions:
Key Requests / Suggestions: Several customers mentioned they would like to access more
detailed criminal information online, especially the lower courts, which would include misdemeanor data. Some customers suggested additional information on the index results page which would identify the matching fields of information that are in the report compared to the search criteria that was entered, such as an alias name, etc. A few customers reported they would like a service to order vital event records online.

Survey Results

Standard responses to customer suggestions plus feedback to these are listed below:

Customer Request
Several customers mentioned they would like to access more detailed criminal information online, especially the lower courts, which would include misdemeanor data.

GTA Response
Georgia Felon Search is a state-offered service which provides felony conviction information in the state of Georgia. Misdemeanor information is not open records available in the state of Georgia.

Some customers suggested

The service is designed for convenience and is

additional information on the

intended to cast a wide net of possibilities to choose

index results page which would from. The user should select the subject that most

identify the matching fields of

closely matches the individual that is being

information that are in the report searched. The search returns the top five closest

compared to the search criteria that matches based on the criteria entered. There are

was entered, such as an alias name, several reasons why an exact match may not be

etc.

found in the results returned. The individual may

not have a felony record on file. A false (alias)

name, date of birth, SSN, etc. may have been

provided. It is possible that the record(s) returned is

for someone with a similar name and personal

identifiers as the person whose record was

requested. The probability of receiving accurate

results increases when more accurate search criteria

is provided. Without a fingerprint card, it is

impossible to positively verify the identity of an

individual.

A few customers reported they would like a service to order vital event records online.

This service is currently in development and we are expecting to launch in late Spring 2012. We will notify you when it is available. Thank you.

Conclusion
The Office of Data Sales concludes that these surveys are an effective means to obtain customer feedback and measure the satisfaction level with services over time.
Additionally, the customer suggestions lead to exploring new products that will meet customer needs.
Finally, the Office of Data Sales annual customer surveys help Georgia Technology Authority achieve its customer satisfaction goals and elevate the level of satisfaction experienced by Georgians when interacting with their state government.
The results of the FY'12 Survey again indicate that there is high satisfaction associated with this offering. Office of Data Sales will continue to solicit feedback from customers and work to improve the service based on customer-focused enhancements.

Appendix

Appendix

Appendix

Office of Data Sales
47 Trinity Ave. Suite 600, Atlanta, GA 30334 Tel: 404 364 2300 / Fax: 404 463 2390
datasales@gta.ga.gov - http://gta.ga.gov/