The City of Durham Employee Satisfaction Survey City ...

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The City of Durham

Employee Satisfaction Survey City Council Presentation

2015

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Agenda

Our Purpose

Survey Results

Next Steps and Taking Action

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Survey Objectives

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1) Identify areas of strength to reinforce and build on

2) Review areas of opportunity to drive future employee initiatives

3) Increase individual leaders’ awareness on their ability to influence team satisfaction and engagement levels

Survey Participation

The City of Durham

Part I: 79% / Part II: 77% Entire Organization

Admin & Support

99% / 99% Audit Services, Budget & Management Services, Equal Opp. & Equity Assurance, Finance, Human Resources, Technology Solutions

Community Building

87% / 85%

City/County Inspections, City/County Planning, Community Development, Econ & Workforce Development, Neighborhood Improvement Services, Transportation

Governance 76% / 83% City Council, Attorney, Clerk, Manager

Public Safety 78% / 77% Emergency Communication, Fire, LEO Separation, Police

Public Services 75% / 72% Fleet Management, General Services, Parks & Recreation, Public Works, Solid Waste, Water Management

• Survey dates: 1/7/2015 – 1/30/2015 • Part I - General items Part II - Direct Supervisor items 1,938 respondents 1,870 respondents

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Selected Highlights

Strengths

• Employees are actively engaged by their direct supervisor

• People enjoy their work and its impact on the community

• Co-worker comradery and support is strong

• Employees highly value their benefits package

Opportunities

•Display of support and appreciation from City and Department Management

•Inconsistent or unfair application of policies and procedures (e.g. promotions, performance management)

•Job growth and advancement opportunities

•Pay balanced against role, responsibilities and expectations

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Survey Content: Responses are Anonymous

• Composite of index specific

items

• Scored from 0% to 100%

• Measures the % of employees

engaged

• Employee engaged if average

rating of index items is 3.65 or

above

• Employee Engagement

• Satisfaction

• City Management

• Department Management

• Direct Supervisor

• Job

• Team Member

Scale Measurement Major Scales

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40%

60%

City Management

49% 51%

Dept. Management

72%

28%

Team Member

63%

37%

Job

67%

33%

Satisfaction

74%

26%

Direct Supervisor

Scale Snapshots

= Engaged = Not Engaged

64%

36%

Employee Engagement

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Engagement & Satisfaction

64% 70% 72% 74%

64% 61% 67%

75%

65%

76% 69%

63%

The City ofDurham

Admin &Support

CommunityBuilding

Governance Public Safety PublicServices

Employee Engagement Index Satisfaction Scale

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The City of Durham

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Primary Reasons for Decrease

Category (responses)

Leadership (198)

Policies & Procedures (74)

Duties (54)

Pay (36)

Satisfaction Change

Primary Reasons for Increase

Category (responses)

Leadership (110)

Duties (103)

Career (64)

Co-Workers / Team (61)

Leadership

40%

73%

60%

74%

25%

45% 49%

62% 57%

79%

44% 49%

74%

83%

69%

78% 76% 72%

The City ofDurham

Admin &Support

CommunityBuilding


City Management Department Management Direct Supervisor

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City Management = City Manager and Deputy City Managers Department Management = Department Director and Assistant Director(s), if applicable

The City of Durham

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0%

20%

40%

60%

80%

100%

Individual Supervisor

Direct Supervisor Scale Distribution

50% of Direct Supervisors ≥ 80%

20 % of Direct Supervisors ≤ 50%

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Job & Team Member

63% 70%

62%

74%

62% 62%

72%

83%

73% 74% 74% 67%

The City ofDurham

Admin &Support

CommunityBuilding


Job Team Member

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Team Member = immediate work group

The City of Durham

Free Responses: Stay & Leave Reasons

Category Themes

Duties Daily tasks, community impact

Team Supportive co-workers, comradery

Benefits Health, retirement, 401K

Category Themes

Pay Competitive wages, structured increases

Leadership Support, appreciation, performance accountability

Career Development, advancement 13

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Employee Net Promoter Score (ENPS)

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“How likely are you to recommend, to a friend or

colleague, the organization as a good place to work?”

Detractors Passives Promoters

689 682 616

1 2 3 4 5 6 7 8 9 10 Rating Scale

Number of Employees

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Employee Net Promoter Score

How likely are you to recommend the

organization as a good place to work?

ENPS

(-100 to 100)

Detractor

Count

Passive

Count

Promoter

Count

The City of Durham -1 629 682 616

Admin & Support 14 25 51 42

Community Building 10 48 85 69

Governance 33 7 14 21

Public Safety -12 311 265 215

Public Services 5 226 261 264

Goal: 30 or higher; Moderate: 1-30; Immediate Focus: 0 or below

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ENPS Free Responses

Category (responses) Themes

Pay (498) Higher salary/hourly wage; consistent increases

Leadership (284) Increased appreciation, support, respect, trust and communication

Policies & Procedures (147) Simplified hiring process; equality and consistency in policy enforcement (i.e. pay, promotions, discipline)

39%

22%

11%

Pay Leadership Policies & Procedures

Increase Willingness To Recommend Organization

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The Power of Taking Action! For the 45% of employees who believe that their Department Management took action on results of the previous survey, very positive things happened!

+25 Team

Member Scale

+41 Job

Scale

+51 Department

Management Scale

+33 Employee

Engagement Index

+42 City

Management Scale

+24 Direct

Supervisor Scale

+28 Satisfaction

Scale

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Appendix

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Employee Engagement Index Percent that

Agree

I am willing to put in a great deal of effort beyond what is normally expected of me.

91% (-2)

At work, I have the opportunity to do what I do best every day.

74% (-10)

When I tell my friends where I work, I feel proud. 74% (-11)

I receive the materials, equipment, and technology I need to do my job well.

70% (-11)

I rarely think about looking for a new job outside the City organization.

55% (-12)

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(xx%) denotes an item with comparable 2012 data. Red = decrease / Green = increase

Satisfaction Scale Percent that

Agree

I am willing to put in a great deal of effort beyond what is normally expected of me.

91% (-2)

I have a good friend at work. 76%

Overall I am very satisfied at work. 65%

I rarely think about looking for a new job outside the City organization.

55% (-12)

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City Management Scale Percent that

Agree

City Management consistently demonstrates delivering quality customer service is a high priority.

60%

City Management shows respect for employees. 55%

I trust City Management to make decisions that are in the best interest of the organization.

47% (-27)

City Management is open, honest, and transparent. 41%

I believe the City Council appreciates me. 36% (-18)

My opinions matter to City Management. 35%

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Department Management Scale Percent that

Agree

My Department Management demonstrates a commitment to diversity and inclusion.

70% (-16)

My Department Management respects me. 68% (+5)

My Department Management supports a balance between work and personal life.

63%

My Department Management encourages me to come up with new and better ways of doing things.

61%

My Department Management effectively addresses concerns regarding behavior inconsistent with the ethics policy.

60%

I trust my Department Management to make decisions that are in the best interest of the Department.

60% (-14)

My Department Management does a good job of communicating and keeping us informed.

60%

My Department Management recognizes strong job performance. 58%

In my Department, I feel I can question a policy or practice, without fear of being penalized.

56%

My Department Management treats everyone fairly. 52%

I am satisfied with the process my Department Management uses to determine promotions and pay increases.

41%

30 (xx%) denotes an item with comparable 2012 data. Red = decrease / Green = increase

Direct Supervisor Scale - Slide #1 Percent that

Agree

My direct supervisor consistently demonstrates a commitment to quality work.

82%

My direct supervisor provides me flexibility and choice in how I do my work.

82%

My direct supervisor demonstrates a commitment to diversity and inclusion.

80% (-8)

My direct supervisor helps me to solve problems at work. 80%

My direct supervisor communicates changes that will affect my work and me.

79%

My direct supervisor shows appreciation when I put in extra time and effort.

79% (+3)

My direct supervisor is caring and concerned for me as an individual.

78%

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Direct Supervisor Scale – Slide #2 Percent

that Agree

My direct supervisor accepts personal accountability for the performance and outcome of our work unit.

75% (-9)

My direct supervisor provides guidance to me so I can improve my performance.

75% (-7)

My direct supervisor holds team members appropriately accountable for performance.

74%

My direct supervisor follows through by implementing recommendations and feedback from employees.

73%

My direct supervisor provides me with actionable suggestions on what I can do to improve.

72%

My direct supervisor is an effective coach and motivator who enables me to achieve the career and professional objectives I have set.

69%


Job Scale – Slide #1 Percent that

Agree

I understand what is expected of me at work. 88%

My job is challenging and interesting. 86%

My job makes good use of my skills and abilities. 81%

I feel physically safe in my work environment. 79%

I feel empowered to make decisions to perform my job effectively.

75%

I receive the training needed to perform my job effectively. 75%

I understand how my work contributes to the Department Strategic Plan.

74%

At work, I have the opportunity to do what I do best every day. 74% (-10)

I am free to report unethical behavior in the workplace without fear of being penalized.

72%

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Job Scale – Slide #2 Percent that

Agree

I receive clear instructions and the information I need to perform my job well.

72% (-12)

I understand how my work contributes to the City Strategic Plan.

71%

I receive the materials, equipment, and technology I need to do my job well.

70% (-11)

I am satisfied with the benefits (health insurance, etc.) I have working with the City.

68%

There is someone at work (besides my direct supervisor) who encourages my professional development.

66%

At work, I have sufficient opportunities for professional development.

65% (+1)

I have opportunities to advance within the organization. 57%

My pay is proportional to the contributions that I make. 37%

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Team Member Scale Percent that

Agree

My team members communicate effectively with me. 81% (-7)

My team members deliver quality work and put forth extra effort to help our organization succeed.

81%

My team members value and support my work and career goals. 78%

While working on assigned tasks, my team members do not just participate; they seem engaged in their tasks.

78%

My team members demonstrate interest and concern for my personal well-being.

78%

My team members demonstrate and support a strong ethical culture in the workplace.

77%

My team members provide the support I need to be able to succeed. 76%

I understand how my team contributes to the Department Strategic Plan.

72%

I understand how my team contributes to the City Strategic Plan. 69%

When there are problems or issues in my team, my team members discuss them without blaming others.

68% (-2)


Then & Now: Comparable Items from 2012

Scale Survey Item Percent (Change)

Employee Engagement

When I tell my friends where I work, I feel proud 74% (-11)

Satisfaction I rarely think about looking for a new job outside the City organization.

55% (-12)

Satisfaction I am willing to put in a great deal of effort beyond what is normally expected of me.

91% (-2)

City Management I trust City Management to make decisions that are in the best interest of the organization.

47% (-27)

City Management I believe the City Council appreciates me. 36% (-18)

Department Management

My Department Management respects me. 68% (+5)


My Department Management demonstrates a commitment to diversity and inclusion.

70% (-16)


I trust my Department Management to make decisions that are in the best interest of the Department.

60% (-14)

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Then & Now: Comparable Items from 2012 Scale Survey Item Percent (Change)

Direct Supervisor My direct supervisor shows appreciation when I put in extra time and effort.

79% (+3)

Direct Supervisor My direct supervisor accepts personal accountability for the performance and outcome of our work unit.

75% (-9)

Direct Supervisor My direct supervisor demonstrates a commitment to diversity and inclusion.

80% (-8)

Direct Supervisor My direct supervisor provides guidance to me so I can improve my performance.

75% (-7)

Job At work, I have sufficient opportunities for professional development.

65% (+1)

Job I receive clear instructions and the information I need to perform my job well.

72% (-12)

Job I receive the materials, equipment, and technology I need to do my job well.

70% (-11)

Job At work, I have the opportunity to do what I do best every day.

74% (-10)

Team Member My team members communicate effectively with me. 81% (-7)

Team Member When there are problems or issues in my team, my team members discuss them without blaming others.

68% (-2)

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