|2005 OSHSPA Report > Customer service: increasing program satisfaction|
|Customer service: increasing program satisfaction|
Alaska’s five-year strategic plan includes several goals to increase program results. Goals for responding to complaints, accidents and fatality/catastrophe incidents (FATCATs) have been established.
Processes have been evaluated and modified to improve speed and efficiency in enforcement. The citation review process and data entry has been improved to dramatically reduce citation lapse times. The informal contest process has been streamlined to decrease administrative processing time. Upon resolution during an informal conference, the documents are quickly finalized to allow the employer to leave with finalized documentation.
The use of near real-time workers’ compensation data to target high-hazard worksites means that fewer businesses with current low injury rates are targeted for inspections.
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 OSHA (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 prevalent 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.
Connecticut OSHA (CONN-OSHA) is recognized as a leader in the safety and health field in Connecticut. Personal service, respect and professionalism are trademarks of the CONN-OSHA staff. Customer service surveys for clients of all CONN-OSHA services are used to monitor and improve delivery of services.
All CONN-OSHA staff members are encouraged to participate in professional development and professional certification classes and training.
During fiscal-year 2005, Kentucky responded to 100 percent of imminent danger reports by initiating an inspection within one working day of notification. There were 209 imminent danger inspections in 2005. Kentucky also met its performance goals by responding to 100 percent of fatality/catastrophe notifications, with inspection within one working day of notification.
The Maryland Occupational Safety and Health (MOSH) Training and Education Department distributes an evaluation survey at the end of each training and education safety course. The results of these surveys from the course attendees rate the training received at a 92 percent overall satisfaction rating.
The department 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 the MOSH Training and Education Department services during the year. The results of the survey from employees and worker respondents rated the MOSH Training and Education Department at a 90 percent overall satisfaction rating.
Michigan OSHA (MIOSHA) marked the 30th anniversary of the program in 2005. During the year, MIOSHA conducted a number of outreach efforts aimed at improving communication and increasing satisfaction with program services, including a special "Take a Stand Day" in August. MIOSHA enforcement and consultation field staff members, along with supervisors and managers, provided one-on-one consultations to employers to help address a specific workplace safety or health issue. Participant feedback indicated it was a very positive experience. MIOSHA designated a special week as "Make a Difference Week" and created a toolbox of ideas, suggestions and activities to use in the workplace. Feedback about the week and the toolbox contents was also very positive.
The MIOSHA CET Division distributes an evaluation form at the end of each seminar presented to the general public. For fiscal-year 2005, MIOSHA received 2,140 forms from 114 seminars – with 99.8 percent of respondents indicating they were satisfied or very satisfied.
MIOSHA developed a customer comment card that will be left with employers and workers during both enforcement and consultation visits to encourage feedback about whether the intervention was useful and to gain suggestions for program improvement.
Every business day, Minnesota OSHA (MNOSHA) has two safety and health professionals on duty to answer questions primarily received through phone calls and e-mail messages. MNOSHA has an information officer and a senior industrial hygienist assigned to answer these inquiries. Additional assistance is provided as needed by investigative staff members. MNOSHA responds to approximately 5,700 phone calls and 1,400 e-mail messages each year. More than 98 percent of these inquiries are answered within one day. These phone calls and e-mail messages include compliance assistance and cover a wide variety of topics. They are received from three primary sources: employees, employers and consultants.
New Jersey’s Public Employees Occupational Safety and Health (PEOSH) Advisory Board formed an Indoor Air Quality (IAQ) Standard Subcommittee to:
Every new employee of Oregon OSHA (OR-OSHA) is required to take a four-hour course about customer service. Customer surveys are conducted for public education training, conferences, consultation visits, audiovisual library materials, informal conferences (appeals) and compliance visits. Annual survey results are tallied by the information management division and fed back into the process highlighting any areas needing improvement. Results for fiscal-year 2005 show a customer satisfaction rating exceeding 90 percent in all areas.
Tennessee OSHA surveys all attendees following safety and health training classes and seminars to assess the effectiveness of the training presented.
A program is currently being developed to survey employers and employees following interventions to determine the level of customer satisfaction and to evaluate the effectiveness of the intervention.
Utah continued to significantly increase its efforts to communicate safety and health requirements to Hispanic workers. UOSH tries to have a presence at Hispanic fairs and holiday celebrations. UOSH continued to enhance its construction safety CD that includes most of the information presented in English and Spanish (Note: This CD was originally developed in 2004.) UOSH continues to work closely with the local Mexican Consulate to determine effective methods of providing safety and health information to Spanish-speaking workers. In 2004, this included participation in forums on local Hispanic radio and TV programs.
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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