Agenda - Council Work Session - 09/11/2012

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Figure 7 -4. Outcome Measure: Internal Customer Satisfaction: Quality of Service Because Customer Satisfaction data was only provided by Manhattan, KS and Sugar Land, TX a graph was not created for this measure. Currently, the ICMA Center for Performance Measurement is partnered with the National Research Center, which conducts the National Employee Survey (NES), helping jurisdictions measure the performance of their internal services. For more information on the NES, visit our website at icma.org /performance or send an e-mail to cpmmail @icma.org. CPM 101 Annual Report: FY2011 Information Technology /75 Click to view definitions, raw data information, and figure - specific explanatory notes. * Combined mean and median values include non -CPM participants that have participated in The National Employee Survey. OCMA Center for Performance Measurement'" Excellent Good Fair Poor CPM 101 Manhattan KS 39.5% 47.4% 5.3% 7.9% Sugar Land TX 95.0% 1.5% 1.9% 1.6% CPM 101 & Comprehensive* Mean 50.5% 36.3% 9.7% 3.5% Median 46.8% 44.0% 7.1% 2.8% Figure 7 -4. Outcome Measure: Internal Customer Satisfaction: Quality of Service Because Customer Satisfaction data was only provided by Manhattan, KS and Sugar Land, TX a graph was not created for this measure. Currently, the ICMA Center for Performance Measurement is partnered with the National Research Center, which conducts the National Employee Survey (NES), helping jurisdictions measure the performance of their internal services. For more information on the NES, visit our website at icma.org /performance or send an e-mail to cpmmail @icma.org. CPM 101 Annual Report: FY2011 Information Technology /75 Click to view definitions, raw data information, and figure - specific explanatory notes. * Combined mean and median values include non -CPM participants that have participated in The National Employee Survey. OCMA Center for Performance Measurement'"