Arizona
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.
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.
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.
Maryland
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
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
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.
North Carolina
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
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.
South Carolina
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
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
Washington has had two customer surveys conducted through an independent research firm during the
past several years. The purpose was to:
- measure satisfaction levels with customer service;
- identify how services and staff training can be improved; and
- determine how to best provide information employers want and need.
In the most recent survey, employers using consultation services reported an
overall satisfaction level of 97 percent, with 78 percent in the “most positive” category. Employers
receiving compliance services reported an overall satisfaction level of 83 percent, with 52 percent
giving the “most positive” rating.
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