MISAC EXCELLENCE AWARD PROGRAM OVERVIEW & SUBMITTAL BRIEFING

WHAT IS IT?

• An award presented by the Municipal Information Systems Association of

California (MISAC) for outstanding operations of an agency and their

implementation of best practices.

• There are two levels to the award – “Excellence” and “Achievement”.

WHY DO IT?

• Council Recognition

• Peer Recognition

• To document operations

• As a tool for auditors

• To evaluate or audit IT operations

• To affirm that your agency is operating effectively and efficiently

WHAT YOU’LL NEED TO DO

• Download the following documents:

• Excellence Application

• Response Form

• Reviewer Guide

• Tips and Hints

• Download from the Website – www.MISAC.org

• Goto Members and Awards Programs

• You must be logged in to find it

• Pay the Application Fee

FEE PAYMENT

FEE PAYMENT

HOW IS IT EVALUATED?

• All applications are evaluated by peer agencies.

• Raters are volunteers.

• Northern Applications go to the Southern team and Southern Applications go to the Northern team.

• A minimum of 3 raters take the time to review answers based upon the Reviewer’s Guide as

well as how the questions are answered.

• Answers may be compared to peer applications.

• All applications are shredded when the evaluation process is complete to ensure any

confidential information is protected.

WHAT IS THE CRITERIA?

• This year’s application consists of 101 questions broken down into 12 sections:

• 11 sections are counted for the award and the “Other” section comes into play as a tie-breaker.

• To achieve Excellence, an agency must receive an “Excellent” rating in 5+ of the 11 sections.

• Each question is rated upon criteria and counted in the overall score of each section.

• The Reviewer’s Guide explains the criteria for each section and is available online.

Budget and Strategic Planning Professional Development and Training

Purchasing Disaster Preparation and Recovery

Operations and Staffing Security

Customer Satisfaction GIS*

Internet Base Level Services

Project Management Other

IV Customer Satisfaction The goal of the Customer Satisfaction category is to look for feedback from end-users.

Outstanding: Requires “Outstanding” on a majority of questions and proficient on the others except those

indicated “optional” in the reviewer’s comments below. Must rate 2 or above on the mandatory items to rate

outstanding in the category.

35. Explain how your agency measures internal customer/end user

satisfaction related to information technology within your organization?

MANDATORY

3 = Requires “Yes”, a good explanation, and solid procedures to measure satisfaction.

2 = “Yes” with explanation but some process improvement suggested.

1 = Explanation that shows IT has some feedback mechanism but material improvement is needed.

0 = “No” or otherwise fails to meet standards for a higher rating.

36. How does your agency measure customer satisfaction, as related to IT,

in external customers (e.g., external agencies, website users, constituents,

etc.)?

3 = Requires a good explanation, and solid procedures to measure satisfaction.

2 = Measuring satisfaction but some process improvements suggested.

1 = Explanation that shows some feedback mechanism but material improvement is needed.

0 = Not measuring external satisfaction, or otherwise fails to meet standards for a higher rating.

37. If your agency measures customer satisfaction, please explain how you

use the data to improve your organization, in particular the IT function.

How is internal and/or external customer satisfaction relative to

technology measured and used for improvement?

3 = Requires a good explanation, and a well-implemented process to use internal and external feedback

for improvement.

2 = Measuring satisfaction, and using the results for improvement in some informal fashion.

1 = Explanation that shows some feedback/improvement mechanism but material improvement is needed.

0 = Not measuring external satisfaction, not using the information to improve, or otherwise fails to meet

standards for a higher rating.

38. Does your agency provide users with regular information regarding the

information technology operation within your agency?

Looking for “Yes” for Outstanding.

A “No” answer does not mean the agency will not rate proficient in this category, but the reviewer may

recommend improvement in this area.

39. Does your agency have an internal users group? Looking for “Yes” for Outstanding.

A “No” answer does not mean the agency will not rate proficient in this category, but the reviewer may

recommend improvement in this area.

WHAT IS THE CRITERIA?

IV Customer Satisfaction

35.

Explain how your agency measures internal customer/end user

satisfaction related to information technology within your

organization?

3 2 3

36.

How does your agency measure customer satisfaction, as related to

IT, in external customers (e.g., external agencies, website users,

constituents, etc.)?

2 3 3

37.

If your agency measures customer satisfaction, please explain how

you use the data to improve your organization, in particular the IT

function. How is internal and/or external customer satisfaction

relative to technology measured and used for improvement?

2 3 2 This is a good process for mid/major projects, but, I'd like to

know how smaller items are handled? Are there

recommendations and/or input that don't require projects

and can be assessed and implemented in a short

timeframe?

38.

Does your agency provide users with regular information regarding

the information technology operation within your agency?

Yes Yes Yes

39.

Does your agency have an internal users group? No No No

1 2 2 Count if Equal '3'

Customer Satisfaction Section Total 2 1 1 Count if Equal '2'

0 0 0 Count if Equal '1'

0 0 0 Count if Equal '0'

Overal Rating Achievement Achievement Achievement

WHAT IS THE CRITERIA?

AN EXAMPLE OF SOME ANSWERS

Q 35. Explain how your agency measures internal customer/end user satisfaction related to information technology

within your organization?

Yes, we have scheduled daily morning meetings to communicate and assist with anticipated customer issues. As a

result, we have continued to experience decreases in open tickets as well as the time the tickets remained open. We

measure satisfaction in both a formal and an informal measurement. The formal measurement is with regular on-

line customer satisfaction surveys that are sent out citywide. As part of our Service Desk application, we send out a

customer satisfaction survey on completed requests. Our informal measurement involves customer feedback during

regularly held user group meetings. During the user group meetings, we poll our customers to see how we are

performing. Based on the feedback, we determine areas where we can improve and/or focus our efforts. We also

analyze the areas where we are strong and what makes them successful. Additionally, upgrades to the desktop

application have improved documentation to track recurring problems with specific customers or common problems

throughout the organization. The Customer Support Team uses this information along with effective communication

with colleagues to get ahead of problems in an attempt to “Beat the Question” by solving issues before they cause

service interruptions to our customers. ISD also designated Key Support Personnel (KSP) in each department to

expedite the communication of technology changes and helpful tips. The KSP group meets several times a year and

receives email updates from our KSP coordinator.

We also have a “Wall of Wow” where all customer compliments received by department staff are posted. This

provides an opportunity to applaud achievements and publicize customers’ thanks for jobs well done.

AN EXAMPLE OF SOME ANSWERS

Q 39. Does your agency have an internal users group?

Yes, there is a group of Key Technical and Key Support personnel from many city

departments that meet once per month to discuss any technical issues and/or other

operational or functional issues that may arise.

Our enterprise applications hold regular user group meetings. Enterprise

applications include: PeopleSoft HCM, PeopleSoft Financials, GIS, and SunGard HTE

(includes utility billing, land management, code enforcement, and permitting).

Status reports on new development, problem resolution and testing status are

discussed during each meeting. During upgrades, the user groups meet on a

weekly basis.

HOW TO DO IT?

• Give yourself plenty of time.

• Put together a schedule.

• Include time to edit responses, gather attachments, assemble, copy and mail.

• Divide the questions amongst your staff.

• Read the Reviewer’s Guide. This is a measuring stick.

• Give yourself plenty of time.

GENERAL PHILOSOPHY

• The program is designed to be a complete audit of the organization. It is not

expected that every applicant can respond to every question. Each IT organization

is different in how it needs to support its customers, so there is not necessarily one

correct answer for any given question. The applicant needs to provide an

explanation of how that agency addresses the issues being discussed.

• Smaller organizations are naturally limited by resources, so they may not be

addressing some issues as effectively as a larger organization. The reviewers will

take those factors into account. Small agencies can, and do, receive the higher

‘Excellence’ award.

GENERAL GUIDELINES FOR QUESTIONS

• If an answer is not given, then it is graded as a zero.

• If an answer states that the agency is ‘going to’, then it is assumed that the

agency’s policy does not currently exist and is graded as a zero.

• If an answer begins with a ‘No’ then the reviewers expect an explanation of

how the agency is addressing the issue discussed in that question. Don’t tell

them what you are not doing, but what you ARE doing.

• Examples can be used to receive partial or full credit.

GENERAL GUIDELINES FOR QUESTIONS

• Applicants who submit repeat applicants need to ensure all information is updated to

reflect the current configuration. Outdated information could result in the application

overall rating downgraded.

• Submittals shall include numbered section tabs to organize the submittal based on

sections I – XI and all attachments or reference materials. Response shall refer to the

number section tab.

• If it asks for an attachment, include it.

• If your answer refers to a policy consider attaching the policy to help the reviewers.

Only attach non-confidential polices.

GENERAL GUIDELINES FOR QUESTIONS

• Make sure your application is in the proper format:

• Title Page

• Table of Contents

• Appendix

• Questions and Attachments properly labeled.

• Paper submittals should be in binders or bound and look professional.

• Make it easy for the rater – they will be going through several and it takes a

number of hours to go through your responses.

OTHER CONSIDERATIONS

• Don’t expect an “Excellence” rating on the first try

• Sometimes you just need to get one done and then improve on it next year.

• Don’t let it intimidate you.

• Become a rater, or have someone in your organization volunteer as a rater.

• Once you submit your application, make sure that it is updated each year.

QUESTIONS?