DPH Customer Satisfaction Mechanism: Collecting, Analyzing, and Responding to Customer Feedback

About the Program

Category: Information Technology (Best in Category)

Year: 2020

The San Bernardino County Department of Public Health (DPH) designed and implemented a department wide mechanism to collect, analyze, and respond to customer feedback. An assessment carried out in January 2018, showed that 50% of DPH programs had an unstructured way of collecting feedback and only 33% had a continuous mechanism to collect customer satisfaction. The DPH Research, Assessment, and Planning Unit (Data Team) used web-based software platforms to create a standardized Customer Satisfaction Survey that would meet the needs of all DPH programs. This initiative also resulted in the creation of an electronic DPH Suggestion Box for staff to anonymously submit suggestions to improve DPH programs, systems, processes, and work environment. Over a period of four months, the Data Team met with program leaders to finalize both surveys and engaged them in the benefits of using technology to collect customer feedback and to automate their processes. After the mechanism was implemented, 100% of DPH programs had a mechanism to continuously collect customer feedback and ensure DPH is actively listening and responding to the voice of its customers.