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1. What is your job role?
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| | IT Admin |
| | | 1 (25%) | |
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| | Customer Service Technician II |
| | | 2 (50%) | |
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|
| | Customer Service Technician III |
| | | 1 (25%) | |
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Total: 4 |
2. How long have you been working for the organization?
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| | 15 |
| | | 1 (25%) | |
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|
| | 1 yr |
| | | 1 (25%) | |
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| | 5 yrs |
| | | 1 (25%) | |
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|
| | 9 mo |
| | | 1 (25%) | |
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Total: 4 |
3. What are the main activities that make up your job?
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| | Support users |
| | | 1 (25%) | |
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| | Answering phones, active collections, writing procedures. |
| | | 1 (25%) | |
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|
| | Active collections, billing issues, fire hydrant accounts, small farm and ag applications, special accounts, analysis, training, Hansen project |
| | | 1 (25%) | |
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| | Answering phones, processing credit card payments, accessing websites (e.g. County Recorder) in order to research a variety of information pertaining to properties and/or customer contact information, communicating with customers and fellow employees via e-mail, telephone, and fax. |
| | | 1 (25%) | |
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Total: 4 |
4. Who do you communicate most frequently with on work matters?
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| | Jenny Downey, lead technician |
| | | 1 (25%) | |
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| | Karen (supervisor), Accounting, Development Services, Cashiering, Hansen (dispatch) |
| | | 1 (25%) | |
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| | Front desk, Developement Services, Meter Services, UB Supervisor, UB Team Lead, Operations & Maintenance |
| | | 1 (25%) | |
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| | email |
| | | 1 (25%) | |
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Total: 4 |
5. Do you have policies or guidelines for your work? (Yes = checked, No = unchecked)
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| | Yes |
| | | 8 (100%) | |
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| | No |
| | | 0 (0%) | |
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Total: 8 |
6. How do you get access to these policies or procedures?
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| | Network H Drive |
| | | 1 (25%) | |
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|
| | H:drive or intranet |
| | | 1 (25%) | |
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| | H:Drive or fellow co-workers |
| | | 1 (25%) | |
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| | network drive |
| | | 1 (25%) | |
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Total: 4 |
7. What information do you rely on during a normal working day?
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| | HTE, letter templates, external and internal forms, job procedures, county mainframe, internet access (usps.com, county recorder's index, white pages.com), board policies and administrative regulations, meter readings, notification of service outages. |
| | | 1 (33%) | |
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|
| | Letter templates (H:Drive), Spreadsheets (H:Drive), Forms (H:Drive), Job procedures (H:Drive), and intranet sites, such as County, google, whitepages.com, usps.com, and tracking info from reports and spreadsheets (UB).
Information provided to other departments on a normal working day: Reports to any or all departments *upon request-billing/acct related), copies of correspondence for customer responses to Karen or the GM, Job procedures to train other technicians. |
| | | 1 (33%) | |
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| | District Administrative Regulations, customer billing information in H.T.E, County Mainframe information, County Recorder's Index on Internet, USPS.com, meter reads from meter services, service outages, board meeting minutes.
Information provided to others during a normal business day: To customers: Utility account information, District Regulations "FAQ" type information (e.g. phone numbers for other utilities, county offices, etc...); In-House: Meter Services: meter reading and meter function issues. |
| | | 1 (33%) | |
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Total: 3 |
8. Where do you obtain this information from?
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| | People |
| | | 4 (50%) | |
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| | Files |
| | | 1 (13%) | |
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| | email, network, internet, paper from internal customers |
| | | 1 (13%) | |
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| | people, intranet, internet, files, email |
| | | 1 (13%) | |
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| | In my head |
| | | 1 (13%) | |
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Total: 8 |
9. If you have a question, where do you go to find an answer?
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| | People |
| | | 6 (75%) | |
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| | Files |
| | | 0 (0%) | |
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| | Supervisor or Regulations |
| | | 1 (13%) | |
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| | Job procedures, regulations on Intranet, fellow co-workers, Jenny |
| | | 1 (13%) | |
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Total: 8 |
10. What training or induction did you receive when you started at the organization?
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| | on the job training |
| | | 1 (100%) | |
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Total: 1 |
11. What training do you receive within a typical year?
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| | software training, softskills training |
| | | 1 (100%) | |
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Total: 1 |
12. How do you find out about what's happening in the organization?
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| | emailed board minutes, press releases, etc. and company internet |
| | | 1 (33%) | |
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| | Emails (go to #everyone) & IET Meetings |
| | | 1 (33%) | |
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| | E-mail |
| | | 1 (33%) | |
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Total: 3 |
13. Which sources of news do you regularly read?
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| | don't read any one source regularly |
| | | 1 (33%) | |
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| | Internet (KCRA, channel 10, weather.com) |
| | | 1 (33%) | |
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| | Emailed minutes, press releases |
| | | 1 (33%) | |
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Total: 3 |
14. What is your primary method of communication within the organization?
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| | e-mail |
| | | 7 (88%) | |
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|
| | telephone |
| | | 0 (0%) | |
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| | bulletin board |
| | | 0 (0%) | |
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| | in person and email |
| | | 1 (13%) | |
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Total: 8 |
15. How much time in a day do you spend finding and digesting information?
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| | Less than 10 minutes |
| | | 7 (88%) | |
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|
| | 11-20 minutes |
| | | 0 (0%) | |
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| | 21-30 minutes |
| | | 1 (13%) | |
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|
| | 31-60 minutes |
| | | 0 (0%) | |
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| | 60+ minutes |
| | | 0 (0%) | |
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Total: 8 |
16. How much time in a day do you spend responding to requests for information from other staff and/or customers?
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| | Less than 10 minutes |
| | | 6 (75%) | |
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| | 11-20 minutes |
| | | 0 (0%) | |
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| | 21-30 minutes |
| | | 1 (13%) | |
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|
| | 31-60 minutes |
| | | 1 (13%) | |
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| | 60+ minutes |
| | | 0 (0%) | |
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Total: 8 |
17. How many of these responses do you feel could be delivered in a more formal, repeatable manner?
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| | None |
| | | 0 (0%) | |
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| | Some |
| | | 0 (0%) | |
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| | Most |
| | | 2 (100%) | |
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| | All |
| | | 0 (0%) | |
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Total: 2 |
18. Where do you currently acquire your knowledge?
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| | Other colleagues |
| | | 1 (33%) | |
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| | Print |
| | | 0 (0%) | |
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| | The Internet |
| | | 0 (0%) | |
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| | External sources |
| | | 0 (0%) | |
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| | All of the above |
| | | 0 (0%) | |
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| | Help files & Karen |
| | | 1 (33%) | |
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| | co-workers (verbally, IM or e-mail), Intranet, H:Drive and a variety of websites on Internet |
| | | 1 (33%) | |
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Total: 3 |
19. Organizational Communication
| | | | | | | (%) | 0 | 50 | 25 | 25 | 0 | 0 |
| How do you rate the organization in relation to its ability to deliver to you the practical knowledge you need to do your job effectively? | | | | | 1 | 2 | 3 | 4 | 5 | N/A |
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Total: 4 |
20. Do you feel that the organization effectively communicates important strategic issues to you? (Yes = checked, no = unchecked)
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| | Yes |
| | | 5 (63%) | |
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| | No |
| | | 3 (38%) | |
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Total: 8 |
21. What level of trust do you place in print and person-to-person communication?
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| | High |
| | | 1 (100%) | |
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| | Medium |
| | | 0 (0%) | |
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| | Low |
| | | 0 (0%) | |
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Total: 1 |
22. How would you rate print and person-to-person in relation to their ability to help you find the right information quickly?
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| | High |
| | | 0 (0%) | |
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| | Medium |
| | | 1 (100%) | |
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| | Low |
| | | 0 (0%) | |
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Total: 1 |
23. If you were to use a company intranet, what three things would be most important for you to find or access (what information would help you do your job more effectively)?
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| | process and procedures with associated letter templates and forms, board policies and administrative regulations, and disconnect list. |
| | | 1 (33%) | |
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| | Tracking spreadsheets, job procedures, and communcation info. |
| | | 1 (33%) | |
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| | District Regulations, Servie Outages due to breaks, repairs, etc... maters that might be a casue of concern to customers (e.g. upcoming rate increases, ditch issues, etc..) |
| | | 1 (33%) | |
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Total: 3 |
24. What tasks do you think could be improved by having them on an intranet?
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| | Disconnect process, reserving a company car, submitting timesheets, team communication, owner/tenant process, being able to view all client correspondence, team reporting, requesting time off. |
| | | 1 (33%) | |
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| | Training, tracking, providing information to other departments, scheduling, organizing documents. |
| | | 1 (33%) | |
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| | Providing accurate information to customers in a timely manner; District Regulations, Service Outages etc...an FAQ section based on senior technicians' practical experience |
| | | 1 (33%) | |
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Total: 3 |
25. Rate the qualities that are most important to you on an intranet (1 – most important, 10 = least important). For time savings, users can simply rate their top 3 or top 5
| | | | | | | (%) | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 50 | 25 | 12 | 0 |
| Simple Navigation | | | | | | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | N/A |
| (%) | 12 | 12 | 12 | 0 | 12 | 0 | 0 | 0 | 38 | 0 | 0 |
| Looks Good | | | | | | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | N/A |
| (%) | 0 | 0 | 0 | 0 | 38 | 0 | 12 | 25 | 12 | 0 | 0 |
| Solves a Particular Business Problem | | | | | | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | N/A |
| (%) | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 25 | 0 | 62 | 0 |
| Information is Easy to Find | | | | | | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | N/A |
| (%) | 12 | 0 | 12 | 25 | 0 | 12 | 12 | 0 | 0 | 0 | 0 |
| Personalization/Customization Capability | | | | | | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | N/A |
| (%) | 0 | 12 | 0 | 12 | 0 | 0 | 38 | 0 | 12 | 25 | 0 |
| Shared Communication | | | | | | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | N/A |
| (%) | 0 | 0 | 12 | 0 | 0 | 12 | 0 | 38 | 0 | 0 | 0 |
| Event and Project Calendars | | | | | | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | N/A |
| (%) | 0 | 12 | 0 | 12 | 12 | 12 | 0 | 12 | 0 | 25 | 0 |
| Document Management | | | | | | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | N/A |
| (%) | 0 | 0 | 0 | 12 | 0 | 12 | 12 | 12 | 0 | 38 | 0 |
| Relevant Search Results | | | | | | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | N/A |
| (%) | 25 | 12 | 12 | 0 | 0 | 12 | 0 | 0 | 25 | 0 | 0 |
| Integration with Other Applications | | | | | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | N/A |
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Total: 8 |
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