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Agency Department of Human Resource Management (129)
Measure Name Percentage of DHRM customers rating services received as good or better
Measure Last Modified
08-26-2024 04:54 p.m.
Measure Last Published
08-27-2024 07:34 p.m.
Status
Active
Data Source and Calculation
<p>Receive 90% favorable customer service ratings from state and local government agencies and employees receiving training, consulting, and administrative services. Agencies and employees respond annually to DHRM surveys, and provide feedback upon the completion of training with a DHRM course evaluation.</p>
Enterprise Priorities and Strategies
Initiative Priority Strategy
Government and Citizens Customer Service Deliver high quality products and services to customers in a timely manner.
Associated Service Areas
Service Area Code Service Area Name
Targets and Baselines
Name Date Result Note
Baseline None
Short Target 2025 None
Long Target 2027 None
Results
Year Result Note
2007 97.25 This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.2 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 96 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 97.9 Health Benefits Services: 93 Average: 97.18
2008 95.54 This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.2 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 96 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 97.9 Health Benefits Services: 93 Average: 97.18
2009 98.22 This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.2 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 96 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 97.9 Health Benefits Services: 93 Average: 97.18
2010 93.38 This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.2 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 96 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 97.9 Health Benefits Services: 93 Average: 97.18
2011 97.18 This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.2 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 96 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 97.9 Health Benefits Services: 93 Average: 97.18
2012 96.80 This data reflects that average of service area customer satisfaction ratings for the agency. The following Office Area Customer Satisfaction Ratings are incorporated: Administration: 96.4 Equal Employment Services: 100 Agency Human Resource Services: 100 State Employee Workers' Compensation Services: 98 Personnel Development Services: this service area was eliminated in Chapter 782-2010 State Employee Services: 96.9 Health Benefits Services: 89.5 Average: 96.8
2013 96.30 The fiscal year 2013 results reflect the average of all DHRM service areas. New to fiscal year 2013 results is the Employee Dispute Resolution service area. Prior to 2013, Employee Dispute Resolution was a separate agency.
2014 95.61 the fiscal year 2014 results reflect the average of all DHRM service areas. Employment Dispute Resolution 98+, Office of Health Benefits 90.38+, Agency Human Resource Services 100+, Equal Employment Opportunity Services 100+, Administrative and Support Services, 94.89+, and Employee Services 100+.
2015 94.54 The fiscal year 2015 results reflect the average of all DHRM service areas. Employment Dispute Resolution 99+, Office of Health Benefits 89.5+, Agency Human Resource Services 100+, Equal Employment Services 100+, Office of State Employee Workers' Compensation Services 83+, Administration and Support Services93.48+, and State Employee Services 96.8+
2016 96.31 The fiscal year 2016 results reflect the average of all DHRM service areas. Employment Dispute Resolution 99+, Office of Health Benefits 95.59+, Agency Human Resource Services 100+, Equal Employment Services 100+, Office of State Employee Workers' Compensation Services 92+, Administration and Support Services95+, and State Employee Services 92.6+
2017
2018
2019
2020
2021
2022
2023
2024 The fiscal year 2024 results reflect the average of all DHRM service areas. Employment Dispute Resolution 99+, Office of Health Benefits 95.59+, Agency Human Resource Services 100+, Equal Employment Services 100+, Office of State Employee Workers' Compensation Services 92+, Administration and Support Services95+, and State Employee Services 92.6+
2025
Measure ID 12900000.001.001
Measure Class Agency Key
Measure Type Outcome
Year Type State FY
Preferred Trend Increase
Frequency Annually
Statistical Unit percentage
sp134 Performance Measure - 06-07-2025 17:38:47