Performance Measures
Related Information
Customer Satisfaction
About this measure: Customer service is a cornerstone of good performance. DNRP uses customer feedback mechanisms to:
- Understand changes in customer preferences, priorities and price sensitivities
- Assess program strengths and weaknesses and perceptions of service levels
- Guide program adjustments based on finding
Many of our larger programs have had customer feedback mechanisms in place for several years. The customer survey findings are used to steer program adjustments and ensure that changes produce the intended results.
For the most part, DNRP divisions have selected specific groups of customers or neighboring business and residents to survey about services and programs. Some of our customer service questionnaires are self-administered and others involve the use of consumer research firms.
Solid Waste Division (SWD)
Transfer station customers
2009 Results: There was no survey in 2009
2009 Target: Not applicable
2010 Target: There will be no transfer station customer satisfaction survey in 2010
Influencing Factors: Not applicable
Strategy Going Forward: Transfer station customer surveys are being conducted every three years. The next survey will be conducted in 2011. The same high level of service delivered in 2008 and 2009 will continue in 2010 and 2011
Technical Notes: Surveys are ranked on a 1 - 5 scale where 5 is excellent
Household hazardous waste facility customers
About this Performance Measure: The Local Hazardous Waste Management Program in King County (LHWMP) operates three fixed household hazardous waste (HHW) facilities (located in North Seattle, South Seattle and at the Factoria transfer station in Bellevue). In 2010, the HHW facility at Factoria had 13,615 customers and collected 331 tons of hazardous waste. The other two fixed facilities are run by the city of Seattle. The LHWMP also conducts Wastemobile collection events in cities around the county. In 2010, the Wastemobile had 14,153 customers and collected 471 tons of hazardous waste.
2010 Results: There was no survey in 2010
2010 Target: Not applicable
2011 Target: Not applicable
Influencing Factors: Not applicable
Strategy Going Forward: The King County Solid Waste Division, as part of the LHWMP, is exploring several options to increase hazardous waste disposal service to South King County residents in 2011 and 2012. The next customer service survey is planned to be conducted in 2012. On-site surveys will be conducted at the fixed HHW facilities and at selected roving and Auburn SuperMall wastemobile events. Random phone surveys will also accompany the on-site surveys.
This survey used to be conducted every other year; however, the results were not changing much between years so the length of time between surveys was extended. The next survey was to have been conducted in 2011 in order to adequately capture service changes, including the addition in 2009 of twice monthly wastemobile service at the Auburn Supermall and a ban in 2008 on accepting latex paint. Due to budgetary issues, the survey has been delayed until 2012.
Technical Notes: Surveys are ranked on a 1—5 scale where five is excellent.
Solid waste education program
About this Performance Measure: In the 2009-2010 school year, SWD reached 22,000 elementary students through an assembly program and over 22,700 elementary and secondary students through classroom workshops. Teachers find the program and workshops to be highly effective in educating students about how reducing waste and recycling benefit the environment. Teachers are surveyed on whether they think the assembly program and elementary and secondary school workshops enhance student understanding of resource conservation.
2009 - 2010 Results: 4.66 (on a 1—5 scale where 5 is excellent)
2009 - 2010 Target: 4.60 (on a 1—5 scale where 5 is excellent)
2010 - 2011 Target: 4.60 (on a 1—5 scale where 5 is excellent)
Influencing Factors: The overall rating rose slightly from 4.61 in 2009 to 4.66 in 2010. Teachers reported that the assembly program helped them meet their curriculum goals as well as Washington State Grade Level Expectations and Essential Academic Learning Requirements.
Strategy Going Forward: SWD creates a new assembly program every three years. Each three-year run is an attempt to bring the assembly to as many of the nearly 200 elementary schools in the county as possible. Each new assembly reflects content and themes that are current with the division's key messages. In addition, the content is consistent with Washington State grade level expectations. Fall 2011 marked the beginning of a new three-year run.
Technical Notes: Surveys are ranked on a 1-5 scale where five is excellent. Results are reported for the school year, not the calendar year. For example, the results reported for 2010 are the results for the 2009-2010 school year.
Water and Land Resources Division (WLRD)
WLRD Drainage Customer Satisfaction
2010 target: 90 percent of customer service questions are responded to favorably
2010 results: 83% favorable responses
2011 target: new approach for 2012 implementation
Influencing factors: The majority of our negative responses are due to situations where there is no program or funding to address the complaint or the problem is referred to another County agency and the customer is not satisfied with that agency's response. We have also received customer survey card responses from residents who are disgruntled with government, taxes, property rights, etc.
Strategy going forward: This measure is being incorporated into a Division wide measure for 2012 implementation. During 2011, the division will develop the means, methods, and techniques to conduct a Division wide customer satisfaction program. The division's Stormwater Services Program will continue efforts to improve customer services and participate in developing a division-wide system.
Wastewater Treatment Division (WTD)
Wastewater Treatment Plant Neighbors
About this measure: This measure addresses the percent of business and residential neighbors who consider wastewater treatment plants in their area to be a good neighbor.
2010 results: 67.70%
2010 target: > 75%
2011 target: > 75%
Influencing factors: Overall, both wastewater treatment plants, West Point and South Plant, have good relationships with their neighbors. The most common reasons residents and businesses say that King County has been a good neighbor continues to be the lack of noticeable impacts of the treatment plants, considering factors such as visibility of the facilities, odor, truck trips, landscaping, environmental impact and responsiveness to community concerns.
"Bad smell" is the most common negative impact residents experience.
Strategies going forward: The top two priorities continue to be exploring new methods of odor control and responding to complaints within 24 hours.
WTD Customer Service Satisfaction by Local Sewer Agencies
About this measure: This measure tracks the degree of local sewer agency customer satisfaction with the customer service they receive from WTD staff, as rated in the annual Customer Feedback Survey.
2010 results: 3.73 (on a 1—5 scale where 5 is excellent)
2010 target: > 4.0 (on a 1—5 scale where 5 is excellent)
2011 target: > 4.0 (on a 1—5 scale where 5 is excellent)
Influencing factors: The overall rating of customer service satisfaction has remained fairly stable over the previous five years, on average, oscillating within a half point. The slightly higher satisfaction ratings in 2007 and 2008 may be due to the Division Director holding individual meetings with each component agency to improve communication and relationships with our component agency customers, and following up on issues of concern to the agencies. The highest rated factors making up the total customer satisfaction score were professionalism and courteousness of WTD staff, technical knowledge of staff, and staffs' knowledge of administrative procedures and requirements.
Strategies going forward: WTD will evaluate the complete results from the 2010 customer feedback survey, and evaluate any areas where needs for improvement are indicated. Through follow up with the customer agencies, WTD will identify actions to be implemented to make improvements and further increase customer satisfaction with WTD overall.
Technical Notes
For definitions and more detail.
