Survey Administration - Increasing Response Rates

Texas Department of Insurance

Survey Administration 
Increasing Response Rates

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The Texas Department of Insurance Survey administration plan has paid off.  TDI went from a 25% response rate in 1994, to 64% in 1996, and in 1998 employees returned 78% of the Surveys.  Part of the strategy to increase response rate was feature survey information and participation status in the organization's newsletter and to encourage employee participation with a note from the Commissioner..

  Prior - Newsletter announcement of upcoming Survey
 During - Newsletter announcement to encourage participation.
  Immediately Following - Newsletter at close of data collection.
  Encouragement from the Commissioner.

IN VISION

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HUMAN RESOURCES NEWSLETTER
Texas Department of Insurance

1998 Survey of Organizational Excellence
Your Opinion Makes a Difference!

In January, you'll be receiving a copy of the "Survey of Organizational Excellence." For the past several years the School of Social Work at The University of Texas has conducted a biennial state employee attitude survey aimed at improving the quality of life in the workplace. TDI is again participating in this study. Commissioner Bomer and Executive Management have utilized past results from this survey as an assessment tool and indicator of employee satisfaction. Your answers help provide an accurate profile of our agency's strengths and weaknesses which assist in the agency's strategic and business planning processes to help improve our workplace and the quality of services we provide to the citizens of Texas. Texas' state leadership is also interested in using the results from this survey to find out how you feel about the State as your employer. The survey is tabulated by an independent contractor. Survey results will be shared with agency employees.

Commissioner Bomer encourages each employee to complete the survey. Over 64% of TDI employees responded to the 1996 Survey of Organizational Excellence. TDI's goal for the 1998 survey is a 100% response rate. The survey distribution date will be announced through Groupwise.

So, put in your 2-cents worth when the survey arrives. Your opinion makes a difference!

IN VISION

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HUMAN RESOURCES NEWSLETTER
Texas Department of Insurance

Your opinion can still count - surveys can still be mailed

The survey data collection period for the UT Survey of Organizational Excellence has been extended until March 6,1998. As of Feb. 18, the agency response rate was at 59 percent. So if you haven't completed the survey, please take the 15 or so minutes it requires to share your valuable opinions.
    
Human Resources extends congratulations to the programs and floors with 90 to 100% response rate. These include the 13th floor, where Lucy Machuca of PIO tempted everyone to complete the survey by offering a scrumptious breakfast taco feast when all surveys were completed. Also mentioning that Commissioner Bomer was the first in his area to complete the survey didn't hurt the response rate upstairs either.

Divisions reporting 100 percent or near 100 percent participation by mid-February were Fraud, Internal Audit, Life/Health, Property and Casualty and Human Resources. Other divisions offered pizza parties, cookies, a combination birthday/survey party. If your area has a unique method of motivating or celebrating survey response, please let Ann Cook know.  Over 64 percent of TDI employees responded to the 1996 Survey of Organizational Excellence. TDI's goal for the 1998 survey is a 100 percent response rate.
    
The UT Survey of Organizational Excellence is an assessment tool and indicator of employee satisfaction. Your answers help provide an accurate profile of our agency's strengths and weaknesses which assists in the agency strategic and business planning processes to help improve our workplace and the quality of services we provide to the citizens of Texas.  Texas' state leadership is also interested in using the results from this survey to find out how you feel about the State as your employer. The survey is tabulated by an independent contractor and is anonymous and confidential. Survey results will be shared with agency employees after the results have been tabulated and analyzed. These results will appear in future issues of the Bulletin Board. Employees that have suggestions or opinions regarding the survey questions and/or modifications for the 1999-2000 survey, please send them to Morris Winn.

IN VISION

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HUMAN RESOURCES NEWSLETTER
Texas Department of Insurance

Thank You TDI

The Survey of Organizational Excellence data collection period has concluded. An estimated 784 surveys were returned resulting in a 78 percent employee response rate. This is a 14 percent Increase over the response rate in 1996, the last time the survey was conducted. I commend you for your interest in the quality of the workplace and the state of Texas as your employer. As you know, this is an important agency assessment tool for me and other TDI managers, and I sincerely appreciate you taking the time to complete the survey and share your opinions.
    
The School of Social Work at the University of Texas at Austin administers the Survey of Organizational Excellence and a preliminary report is anticipated in May 1998. Of course, survey results will be shared with employees as promised. Again, you have my thanks for your continued confidence and trust in the leadership of TDI and Texas.

Encouragement from the Commissioner

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1998 Survey of Organizational Excellence Is Arriving Soon

The Survey of Organizational Excellence, the employee satisfaction survey administered by the University of Texas School of Social Work will be distributed in January. Commissioner Bomer respectively encourages each employee to complete the survey and tell us what you think our organization is doing well and where you think we need to improve. We have utilized results from past surveys as an assessment tool in the agency strategic and business planning processes and as an indicator of employee satisfaction. We will continue to use survey results to improve our workplace and the quality of service we provide to the citizens of Texas.

TDI's goal is a 100% response rate. Your input is valued and appreciated. Survey results will again be shared with agency employees.

Your opinion is important!

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Interventions

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The Texas Department of Insurance acted on the data.  The first intervention was to follow up with employees a mini-questionnaire to gather more information.  Next, TDI acted on the data and the resulting interventions are listed.

  The next step - follow-up survey (mini-questionnaire).
  Interventions on several construct areas.

Mini-Questionnaire

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You may have your own ideas about what contributed to TDI's positive survey results. Please take this opportunity to share your comments on these survey results by completing the "Next Step" mini-questionnaire.

Survey of Organizational Excellence  -- THE NEXT STEP ....

You have participated in the University of Texas Survey of Organizational Excellence and have seen the results. Now, you can respond to the survey. Your comments are essential for the "next step."  Participation is voluntary.  Thank you!

1. What do the results of the survey mean to you? Were the results "way off" or "right on target'?

2. In your opinion, what was the most significant finding from this survey?

3. To what do you attribute the improvements in TDI scores?

4. What ideas do you have on how TDI can use the results of this survey?

5. What do you see as the "next step" for TDI, based on the results of this survey?

6. Please share any other comments you may have regarding the U.T. Survey of Organizational Excellence.

Specific Interventions

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Events or occurrences which change a score are known as "interventions." The UT study did not analyze reasons for improvements in the TDI results. Human Resources, however, has looked at known "interventions" that may have shifted employee attitudes, values and beliefs about some of the core areas. Possible factors in some major areas include:

Internal Communication/Availability of Information

• Providing a new e-mail system and technical training for the new system.
• Implementing management training that stresses information sharing.

Empowerment

• Allowing staff to be responsible, which can lead to a quality work environment and higher morale.
• Improving overall management training.
• Providing an Employee Ombudsman who helps employees communicate with supervisory staff and co-workers.

Goal Orient & Strategic Orientation & Change Oriented

• Increasing employee participation in planning through the Business Plan and Redesign Team and the business planning process.

Consistency

• Creating a more stable executive and management structure.
• Seeing agency and division missions and goals implemented.

External Communications

• Giving employees in each division the freedom to explain and promote services provided by TDI.
• Using the Speakers Bureau, Public Information Office, Publications and Distribution staff in a continuing effort to reach TDI's external customers.

Team Effectiveness

• Providing management training to assist managers in building better, more effective team to achieve program goals.
• Using the Employee Ombudsman to help deal with co-worker, team member and management staff conflicts.

Employment Development

• Using the Professional Development Center of Human Resources to develop more useful and challenging training to meet the needs of TDI.
• Adding insurance training over the past two years and providing other opportunities for personal and professional growth and accomplishment.

Physical Setting

• Using the agency's ADA Coordinator and Risk Manager to improve TDI's physical environment in areas of safety and accommodation.

Time and Stress Management and Burnout

• Using the Employee Ombudsman to provide a venue to discuss work issues.
• Providing the Employee Assistance Program to help employees cope with personal and work-related stress.
• Encouraging more open Cornmunication between management and staff.
• Helping employees recognize that accountability is expected and their contributions are valued.
• Providing flexible work schedules through the AWOL program.

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Press Release

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Public Information Office
Subject: TDI AGENCY NEWS - Survey Records Upswing in Employee Satisfaction

April 2, 1997

The following press release was issued by the Texas Department of Insurance on April 2, 1997.

Survey Records Upswing in Employee Satisfaction

Texas Department of Insurance employees are more satisfied with their agency than two years ago and said so in record numbers, according to the results of the 1996 Survey of Organizational Excellence.
    
Sixty-four percent of the agency's 950 employees participated in the survey in August 1996, according to results printed today (Wednesday) in Bulletin Board, TDI's employee newsletter. This was the highest participation reported among agencies with a comparable number of employees and compares with 25 percent participation by TDI's employees in 1994.
    
The survey, which was begun in 1979 as a way to improve the workplace environment and customer services of state agencies, is conducted every two years by the University of Texas Center for Social Work.
    
The Center reported that TDI employees in the survey indicated an upswing in how they perceive themselves, the agency and service to its customers. The Center plans on showcasing TDI as a best practices agency because of the survey efforts and positive survey results.
    
Survey questions dealt with 20 broad themes or subject areas, ranging from job satisfaction to whether quality is an important value to the agency and whether employees feel they have the resources needed to deliver quality.
    
I am proud of TDI employees for participating in the survey to such a high degree, State Insurance Commissioner Elton Bomer said. I'm also pleased that the results indicate employees have a higher satisfaction with themselves, our agency and the service we provide. I think a similar improved perception of the agency exists among our customers. That's something we can all take pride in.
    
Governor George W. Bush appointed Bomer as Commissioner in early 1995 and recently reappointed him to another two-year term.

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Certificate of Appreciation

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Certificates of appreciation were distributed to those assisting in the Survey of Organizational Excellence administration.  Below is the text and information which was printed on the certificate.

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