OSHA and the State Plan States have made customer service a top priority. The State Plan States have worked diligently to satisfy their customers by providing them with useful information and opportunities for involvement in inspections, in partnerships and alliances, and in education and training activities. The states are committed to providing program services that are high quality, and that are relevant in today’s work environment.

Most of the State Plan States’ strategic plans have goals for both providing customer service and surveying key stakeholders who had direct contact with the programs. The initial surveys gave high marks to the State Plan States, particularly in the area of public confidence in the safety and health information provided. The survey findings will provide the programs with valuable information to define their focus, deliver on expectations, and improve overall customer satisfaction.

Alaska

Alaska’s new five-year strategic plan includes several goals to increase program satisfaction. Goals for responding to complaints, accidents, and FATCATs have been established. The informal contest process has been streamlined to decrease administrative processing time allowing the cited employer to leave the informal conference with all documentation finalized. In addition, the use of workers’ compensation data to target high hazard worksites means that fewer businesses with low injury rates are targeted for inspections.

Arizona

The Arizona Division of Occupational Safety and Health (ADOSH) continues to improve on our ability to serve the citizens of Arizona. We have increased the number of consultative visits and training seminars in rural communities throughout the state. We have also increased our outreach efforts by establishing a close working relationship with several industry associations. We continue to publish a quarterly newsletter, The ADOSH Advocate, and have seen a rise in the number of people who wish to have the newsletter sent out to them on a regular basis.

In an effort to try and gauge employer attitude toward ADOSH inspectors and the inspection process, as well as solicit feedback on how ADOSH might improve programs and services, a random sample of employers were surveyed.

The main body of the survey consisted of 13 questions regarding the knowledge and conduct of the ADOSH inspector, the usefulness of the inspection process and information provided by the inspector, the employer’s satisfaction regarding his/her involvement in the inspection, and the likelihood that the employer would utilize ADOSH’s consultation services in the future. Of the 81 surveys returned, 77 provided responses to all or most of the thirteen questions.

This first-ever survey of employers who have participated in an ADOSH compliance inspection indicates that, while they may be unwilling participants, employers are generally pleased with the compliance process. Overall, compliance officers received favorable marks for their professionalism, knowledge and general conduct during an inspection.

California

Cal/OSHA has an Advisory Committee that allows for public and selected committee input. Regularly scheduled meetings are open to the public. Committee members represent labor, industry, academia, insurance and other organizations.

The Cal/OSHA Consultation Service periodically sends out quality assurance surveys to employer customers. Feedback from the surveys has given consultation the opportunity to make changes to improve the quality of service and to validate those areas where they are performing well.

Michigan

The MIOSHA Strategic Plan included goals for our agency to help ensure that programs and services are of high quality, delivered with integrity, and relevant to those interacting with the agency. To determine whether we have been successful in this area, a customer service survey was developed. The target was that 90 percent of employers and workers receiving a MIOSHA intervention would rate their experience as “useful.”

During fiscal year 2002, all enforcement divisions, the consultation program, and the MIOSHA Information and MIOSHA Standards Divisions distributed the one-page survey. In all, more than 4,500 surveys were mailed to employers, employees and their representatives across the state, with 672 usable surveys returned for a 15 percent response rate.

Overall those who interacted with MIOSHA gave the program positive marks in all areas, with 80 percent or more of respondents rating their experiences highly. Especially positive were respondent’s beliefs that MIOSHA safety and health information is accessible to them and that they feel confident relying on the workplace safety and health information we provided. Although the overall results were very positive, we are closely reviewing all results and the many additional written comments submitted to determine those areas where programs and services can be enhanced to be even more valuable.

Minnesota

Minnesota OSHA’s vision is to be a leader in occupational safety and health and make Minnesota’s workplaces the safest in the nation. Part of working toward that vision includes striving to improve customer satisfaction with the MNOSHA program.

In federal fiscal year 2002, MNOSHA conducted a customer service survey of employers that received inspections. The emphasis was placed on evaluation of the investigator, how useful the employer felt the inspection was toward improving workplace safety and health, and general feedback about MNOSHA services.

• Survey respondents were “quite satisfied” with the inspection and the usefulness of the information provided during the inspection in improving workplace safety and health.
• General industry respondents were, on average, slightly happier with the inspection aspect than were construction respondents.
• In a few cases, responses indicated fines were too large or the time period for corrective action was too short.
• A few construction employers felt enforcement of the rules was inappropriate in their situation.
• Approximately two-thirds of all businesses responding to the survey either expected or had received citations as a result of the MNOSHA visit.

In FY03, MNOSHA conducted a second customer service survey, this time of the employees of employers that had been inspected. The emphasis was placed on the evaluation of the investigator, how useful the employee felt the inspection was toward improving workplace safety and health, and the employee’s understanding of why an inspection was conducted.

• Survey results were overwhelmingly favorable about the inspection and the usefulness of the information provided during the inspection in improving workplace safety and health.
• Overall, MNOSHA received high marks for the investigators’ conduct and the quality of information imparted.
• Employees rated the inspection experience as valuable in improving workplace safety and health, and felt information provided and explanations offered during the visit were worthwhile.

North Carolina

The North Carolina Department of Labor has a viable quality program that defines quality in terms of meeting or exceeding customer requirements. The department’s commitment to quality management has included ISO 9001 registration facilitated through a third-party audit. Customer requirements are verified, and procedures are established to assure consistent delivery of services. Program improvement is realized through preventive and corrective action, and internal evaluation. Public trust is enhanced through program successes that are measured and shared with external customers.

Virginia

VOSH increased the number of program documents that provide information or guidance on interpreting or implementing standards by making these documents accessible on our website. Added to DOLI’s website are a search feature, current events and a public feedback form.

Wyoming

Wyoming’s five-year strategic plan for 1999 - 2003 measured three items: the usefulness of enforcement and consultation outreach efforts, the fairness and equability in applying safety and health rules, and the professionalism of the staff. Employers rated consultation’s usefulness at 99 percent and scored enforcement at 94.6 percent. As for the application of the rules, consultation earned a 99.5 percent score and enforcement was 96.3 percent. Employers deemed consultants to be professional 99.6 percent of the time and enforcement 98.4 percent of the time.

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