Improving Customer Service

One of the Department of Personnel & Administration's primary goals is to improve customer service. 

The Department's has worked to improve customer service by:

  • Conducting the State's first ever employee engagement survey and preparing for a follow up biannual survey that will allow us to monitor trends; 
  • Developing a new vision, mission, value statements and tagline for the Department centered on providing quality services to enhance government success; 
  • Implementing Employee Self-Serve (ESS), eliminating the printing and dissemination of paper pay advices – saving the State $1500 per payroll cycle; 
  • Eliminating a fiscal year-end pay date shift for biweekly paid employees, eliminating a two week delay in their pay in June; 
  • Instituting passive open enrollment for employee benefits two years in a row;
  • Working with the Governor's Office and Joint Budget Committee to fully fund the State’s contribution to medical and dental insurance so it now matches prevailing market contributions;
  • Achieving a reduction in medical plan premiums employees will pay in FY 2012-13 so that, regardless of which health insurance plan or tier an employee selected, no employee saw an increase in his or her share of medical plan premiums in the coming fiscal year;
  • Sunsetting a 2.5% PERA contribution that had previously been the State’s and was pushed to employees so that the State is again responsible for the amount and employees began to see an additional 2.5% net back in their net take home pay; 
  • Achieving six consecutive years as one of the Top 100 fleets in the country; 
  • Achieving 23.9% of all active vehicles in the fleet using alternative fuel;
  • Becoming the first State Capitol and Governor’s residence to achieve LEAD-EB certification; 
  • Performing all petition signature validations for the Secretary of State's Office; 
  • Adding nonprofits as eligible entities for purchasing under statewide price agreements; 
  • Creating a New Employee Orientation consistent across the State departments; 
  • Reducing State purchase agreement spend by 1.95%, or roughly $7 million in FY12; and $6.5 million annually going forward;