|2004 OSHSPA Report > Customer service: increasing program satisfaction|
|Customer service: increasing program satisfaction|
The Arizona Division of Occupational Safety and Health (ADOSH) continues to improve on its ability to serve the citizens of Arizona. ADOSH has increased the number of consultative visits and training seminars in rural communities throughout the state. It has also increased outreach efforts by establishing a close working relationship with several industry associations. ADOSH continues to publish a quarterly newsletter, The ADOSH Advocate, and has seen a rise in the number of subscribers.
In an effort to gauge employer attitude toward ADOSH inspectors and the inspection process, as well as solicit feedback about how ADOSH might improve programs and services, a random sample of employers was 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 its involvement in the inspection, and the likelihood that the employer would use ADOSH’s consultation services in the future. Of the 81 surveys returned, 77 provided responses to all or most of the 13 questions.
This first-ever survey of employers that have participated in an ADOSH compliance inspection indicates that, while many 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.
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.
Advisory committees are also used to assist Cal/OSHA Standards Board staff members and Cal/OSHA staff members in developing rulemaking proposals that may significantly impact California employers and employees. The practice is most common in the development of highly sensitive, controversial or complex regulations. Although the use of an advisory committee is not mandated, Cal/OSHA Standards Board and Cal/OSHA staff members have used them for years as an effective method to reach consensus among affected groups.
The rulemaking package that is developed through use of an advisory committee typically goes through the public hearing process with little or no controversy and results in a more effective and efficient final regulation.
The Maryland Occupational Safety and Health (MOSH) Training and Education Unit distributes an evaluation survey at the end of each training and education seminar. The results of these surveys from seminar attendees rate the training received at a 92 percent overall satisfaction rating.
The unit is also required by the Maryland Department of Labor, Licensing and Regulation, to use a standard external customer survey. This annual survey is mailed to customers who have used Training and Education Unit services during the year. The results of the survey from employees and worker respondents rated the MOSH Training and Education Unit at a 90 percent overall satisfaction rating.
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.
Discussion during the 2003 Legislative session regarding MNOSHA’s effectiveness resulted in a special meeting of the Occupational Safety and Health Advisory Council. The meeting produced ideas and 16 suggestions for potential improvement to the MNOSHA Compliance and Workplace Safety Consultation units. The recommended items identified for improvement have been used in further developing and refining the MNOSHA Compliance and Workplace Safety Consultation units. In general, the process was beneficial toward ongoing improvement efforts. The recommendations can be found at www.doli.state.mn.us/oshac_0903.html.
MNOSHA also has online surveys for employers and employees that received inspections. Overall, MNOSHA received high marks to date. A Web site satisfaction survey was launched in fiscal-year 2004; the results are reviewed quarterly. All three surveys are online at www.doli.state.mn.us/oshasurvey.html.
New Jersey adopted the Public Employees Occupational Safety and Health (PEOSH) Hazard Communication Standard (HCS). To help public employers and employees understand the new PEOSH HCS, the New Jersey Department of Health and Senior Services (NJDHSS) Public Employees Occupational Safety and Health (PEOSH) Program provided 14 regional training sessions, plus 15 additional sessions, and developed two guidance documents, PEOSH program adopts the hazard communication standard (N.J.A.C. 12:100-7) and Public employer’s guide and model written program for the hazard communication program.
The North Carolina Department of Labor Division of Occupational Safety and Health has a viable quality program that defines quality in terms of meeting or exceeding customer requirements. 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. An internal audit is conducted of at least one program activity on an annual basis. Program successes are documented through established outcome measures. These successes are shared with external customers, which enhances the level of public trust.
Oregon OSHA is dedicated to customer service and continual improvement in this area. The division continued to exceed its customer satisfaction goal in fiscal-year 2004 by achieving 90 percent or better in every area surveyed. Areas surveyed included: consultation, with a 97 percent satisfaction rating; public education at 99.5 percent; conferences at 100 percent; compliance at 95 percent; audio-visual library at 90 percent; and the appeals section at 91 percent.
One of the strategic-plan goals for the South Carolina Office of OSHA Voluntary Programs (OVP) is to obtain an overall customer satisfaction rate of 95 percent. The division sends customer satisfaction survey forms to every company that has received a training or consultation visit. During fiscal-year 2004, the overall satisfaction rating was 98.2 percent.
OVP participated as an exhibitor at the South Carolina Chapter of the National Safety Council Conference. This was the first conference the South Carolina Chapter has had.
Utah has significantly increased its efforts to communicate safety and health requirements to Hispanic workers. Utah Occupational Safety and Health (UOSH) tries to have a presence at Hispanic fairs and holiday celebrations. UOSH developed a construction safety CD that includes most of the information presented in English and Spanish. UOSH worked closely with the local Mexican consulate to determine effective methods of providing safety and health information to Spanish-speaking workers.
UOSH enhanced its Web site by providing an electronic complaint form and a compliance assistance newsletter.
Washington has had two customer surveys conducted through an independent research firm during the past several years. The purpose was to:
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