Utilizing CDLE Strategic Initiatives, a Customer Service Strategic Initiative (CSI) team was formed to improve CDLE customer satisfaction and increase awareness of this strategic initiative. The team continues to establish a culture of service throughout the agency by sharing kudos and appreciation from customers and other examples of great service at staff meetings, quarterly newsletters, blogs, postings on bulletin boards, etc. Additionally, the CSI team is researching customer service tools, training and available resources to share with all of CDLE, to further enhance CDLE customer service skills. Employee Engagement & Accountability Establish a culture of engagement and accountability that affords Objective: employees the opportunity, structure, and tools to thrive and provide an exceptional customer experience. Employee engagement will be demonstrated through increased Measurement: percent stating agree or strongly agree on the annual CDLE employee survey. Performance Outcome FY 2013-14 FY 2014-15 FY 2015-16 FY 2016-17 Measure Improve employee Benchmark 68.5% 80.4% 84.7% +5% survey results by 5% annually Actual 76.6%* 80.7%** 80.0%*** *Data source: September 2013 Employee Engagement Survey ** Data source September 2014 Employee Engagement Survey ***Data source September 2015 Employee Engagement Survey Research shows that employee satisfaction is an important factor in customer satisfaction, productivity and performance. That is why CDLE has made it a high priority. Based on the results of the employee survey, CDLE has developed the following strategies to increase employee satisfaction: Strategies: Maintain the Employee Quality and Excellence Plan (EQEP) as a tool and include simplifying the tool and process and improving communication Maintain Covey as the foundation of the Leadership Development Program Continue to utilize the CDLE Employee Engagement Survey modifying survey questions where appropriate Improve the Upward Feedback survey tool Maintain the new vision for Organizational Development and Training Maintain and better communicate the CDLE Rewards and Recognition Program Continue to work on Succession Planning so that CDLE can maintain its high quality of employees over time
Utilizing CDLE Strategic Initiatives, a Customer Service Strategic Initiative (CSI) team was formed to improve CDLE customer satisfaction and increase awareness of this strategic initiative. The team continues to establish a culture of service throughout the agency by sharing kudos and appreciation from customers and other examples of great service at staff meetings, quarterly newsletters, blogs, postings on bulletin boards, etc. Additionally, the CSI team is researching customer service tools, training and available resources to share with all of CDLE, to further enhance CDLE customer service skills. Employee Engagement & Accountability Objective: Establish a culture of engagement and accountability that affords employees the opportunity, structure, and tools to thrive and provide an exceptional customer experience. Measurement: Employee engagement will be demonstrated through increased percent stating agree or strongly agree on the annual CDLE employee survey. Performance Measure Outcome FY 2013-14 FY 2014-15 FY 2015-16 FY 2016-17 Improve employee survey results by 5% annually Benchmark 68.5% 80.4% 84.7% +5% Actual 76.6%* 80.7%** 80.0%*** *Data source: September 2013 Employee Engagement Survey ** Data source September 2014 Employee Engagement Survey ***Data source September 2015 Employee Engagement Survey Research shows that employee satisfaction is an important factor in customer satisfaction, productivity and performance. That is why CDLE has made it a high priority. Based on the results of the employee survey, CDLE has developed the following strategies to increase employee satisfaction: Strategies: Maintain the Employee Quality and Excellence Plan (EQEP) as a tool and include simplifying the tool and process and improving communication Maintain Covey as the foundation of the Leadership Development Program Continue to utilize the CDLE Employee Engagement Survey modifying survey questions where appropriate Improve the Upward Feedback survey tool Maintain the new vision for Organizational Development and Training Maintain and better communicate the CDLE Rewards and Recognition Program Continue to work on Succession Planning so that CDLE can maintain its high quality of employees over time