Embed Size (px)
Citation preview
2014-15
Customer Satisfaction Survey
Prince William County SchoolsOffice of Accountability
Program Evaluation
Overall
August 2015
The 2014-15 Customer Satisfaction Survey (CSS) was administered online to all 472 central office and school-based administrators of Prince William County Public Schools (PWCS) in June 2015. A total of 334 staff members responded to the CSS for a response rate of 70.8%. The purpose of the survey is to determine level of satisfaction with central office services. The survey includes three consistent questions across departments (responsiveness, level of customer service, and overall satisfaction). Questions are grouped by 17 departments. The CSS is administered to measure the School Division’s progress toward PWCS Strategic Plan Goal 5, measure 5.4.1, which states “Each year, at least 85 percent of customers will report being satisfied with the quality of department (supplier) services.” Results from the survey are reported to department leaders to inform improvement efforts, as well as reported in the School Board Budget book to determine the extent central offices are meeting or exceeding their “Central Office Performance Measures.” This year 15 of the 17 departments met or exceeded the 85% target, with the overall satisfaction rate for central office services at 91.8%
In addition to the overall results, results are provided separately for central office and school-based administrators. This report contains four sections: 1. Overall numeric results - includes results from all respondents for all departments, as well as a graphical representation of overall satisfaction rates. 2. Central office administrator results – includes numeric and open-ended responses about how overall central office services can be improved. 3. School-based administrator results – includes numeric and open-ended responses about how overall central office services can be improved. 4. Three-year comparison chart (2012-13, 2013-14, and 2014-15).
Introduction
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Page 1 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Execu
tive
Ad
min
istration
Co
mm
un
ication
s
Info
rmatio
n
Tech
no
logy
Hu
man
Re
sou
rces
Acco
un
tability
Stud
en
t
Service
s
OSM
AP
Stud
en
t
Learn
ing
Pro
fessio
nal
Learn
ing
EL Pro
grams
Spe
cial
Edu
cation
Facilities
Finan
ce
Foo
d Se
rvices
Risk
Man
agem
en
t
Transp
ortatio
n
Instru
ction
al
Tech
no
logy
91%84% 91% 88% 90% 95% 99% 93% 89% 98% 89% 97% 70% 97% 99% 95% 95%
Overall Satisfaction Percent based on Excellent and Good
Executive Administration
Question Count % Count % Count % Count %
Excellent Good Fair PoorSuperintendent’s Staff
01. Responsiveness of Executive Administration. 102 36% 139 49% 33 12% 11 4%
02. Level of customer service provided by Executive Administration. 99 35% 149 52% 29 10% 8 3%
03. Clear understanding of my job responsibilities. 123 42% 137 46% 27 9% 8 3%
04. Commitment to continuous improvement of instruction. 126 45% 127 45% 24 9% 5 2%
05. Clear articulation of the Strategic Plan goals. 106 36% 144 49% 30 10% 13 4%
06. Clear articulation of county initiatives and expectations to administrators. 93 32% 149 51% 36 12% 14 5%
07. Clear articulation of county initiatives and expectations to teachers. 75 30% 131 52% 39 15% 9 4%
08. The direction of the daily operations of PWCS. 91 31% 160 54% 32 11% 11 4%
09. Involvement of administrators in the decision-making process. 57 20% 146 52% 52 18% 28 10%
10. Implementation of laws, regulations, and policies in PWCS. 104 35% 145 49% 34 12% 10 3%
11. Overall satisfaction with Executive Administration. 100 33% 152 51% 34 11% 13 4%
Page 2 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Communications and Technology Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorCommunications Services
01. Responsiveness of Communications Services staff. 104 40% 135 52% 16 6% 4 2%
02. Level of customer service provided by Communications Services staff. 100 39% 135 53% 18 7% 4 2%
03. Quality of publications (e.g., Division Leader, Communicator). 117 42% 139 50% 18 6% 5 2%
04. Internal communications. 84 31% 159 58% 24 9% 5 2%
05. Community relations. 84 33% 148 58% 18 7% 4 2%
06. Web services. 80 29% 164 60% 23 8% 8 3%
07. Media production services. 95 38% 143 57% 9 4% 4 2%
08. Legislative/Government relations. 65 34% 117 61% 6 3% 3 2%
09. Business partnerships. 79 38% 119 57% 6 3% 5 2%
10. Education foundation. 86 40% 119 55% 5 2% 5 2%
11. Assistance with a serious school/department communication challenge or opportunity. 86 39% 117 53% 16 7% 2 1%
12. Dissemination of urgent information to target audiences. 100 37% 140 52% 22 8% 5 2%
13. Overall satisfaction with Communications Services. 91 33% 162 58% 21 8% 3 1%
Page 3 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Communications and Technology Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorInformation Technology Services
01. Responsiveness of Information Technology Services staff. 87 31% 151 54% 31 11% 11 4%
02. Level of customer service provided by Information Technology Services staff. 88 31% 146 52% 37 13% 9 3%
03. Quality of on-site technical support. 97 35% 139 50% 28 10% 13 5%
04. Quality of Help Desk support. 96 35% 144 52% 28 10% 7 3%
05. Administrative application support. 78 31% 149 59% 18 7% 7 3%
06. Central data processing services (i.e., report cards, network, security, etc.). 73 31% 138 58% 21 9% 6 3%
07. Quality of computer hardware. 73 27% 159 58% 35 13% 7 3%
08. Telecommunications (telephones). 84 30% 163 58% 22 8% 10 4%
09. Imaging Center (i.e., offset printing and bindery services). 113 48% 118 50% 5 2% 1 0%
10. Overall satisfaction with Information Technology Services. 75 27% 168 61% 28 10% 6 2%
Page 4 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Communications and Technology Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorInstructional Technology Services
01. Responsiveness of Instructional Technology Services staff. 71 34% 120 58% 16 8% 1 0%
02. Level of customer service provided by Instructional Technology Services staff. 70 34% 119 57% 16 8% 2 1%
03. Professional learning provided by the Office of Instructional Technology Services is
relevant and timely.
56 29% 114 59% 20 10% 4 2%
04. Instructional Software support. 50 26% 118 61% 23 12% 2 1%
05. Support of the Instructional Technology Resource Teacher (ITRT) from Instructional
Technology Services.
76 40% 94 49% 18 9% 4 2%
06. Accessibility of technology tools/equipment loaned to schools. 46 28% 106 64% 13 8% 1 1%
07. Collaboration with Instructional Technology Services in the evaluation of ITRTs. 55 31% 100 57% 13 7% 7 4%
08. Overall satisfaction with Instructional Technology Services. 61 29% 129 61% 17 8% 3 1%
Page 5 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Human Resources
Question Count % Count % Count % Count %
Excellent Good Fair Poor
01. Responsiveness of Human Resources staff. 130 47% 122 45% 20 7% 2 1%
02. Level of customer service provided by Human Resources staff. 133 49% 120 44% 18 7% 2 1%
03. Overall satisfaction with new employees (hired for FY 2014). 120 48% 118 47% 8 3% 4 2%
04. Administration of employee compensation and benefits. 127 48% 127 48% 6 2% 2 1%
05. Administration of retirement services (including ROP). 109 52% 98 46% 4 2% 0 0%
06. Management of employment and benefit records. 111 44% 129 52% 10 4% 0 0%
07. Administration of classified personnel. 115 46% 117 47% 17 7% 1 0%
08. Administration of certificated personnel. 113 48% 111 47% 8 3% 2 1%
09. Usefulness of training assistance and consultation services. 109 48% 106 46% 12 5% 1 0%
10. Quality of information presented (e.g., Level meetings). 114 49% 110 47% 7 3% 1 0%
11. Overall satisfaction with Human Resources. 125 46% 133 49% 13 5% 2 1%
Page 6 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorAccountability
01. Responsiveness of Accountability staff. 134 59% 93 41% 1 0% 0 0%
02. Level of customer service provided by Accountability staff. 134 59% 92 41% 1 0% 0 0%
03. Grants development. 79 48% 82 49% 4 2% 1 1%
04. Data analysis and reporting. 116 53% 100 45% 4 2% 0 0%
05. Records management. 103 49% 103 49% 3 1% 0 0%
06. Implementation of Divisionwide assessment program (e.g., school support, SOL help desk,
and training).
117 56% 90 43% 2 1% 0 0%
07. Strategic planning/improvement planning. 98 48% 99 49% 5 2% 2 1%
08. SACS/CASI accreditation. 81 51% 76 48% 2 1% 0 0%
09. Program evaluation (comprehensive evaluation and survey services). 99 48% 99 48% 6 3% 2 1%
10. Overall satisfaction with Accountability. 113 49% 115 50% 3 1% 0 0%
Page 7 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorStudent Learning
01. Responsiveness of Student Learning staff. 81 35% 137 59% 12 5% 1 0%
02. Level of customer service provided by Student Learning staff. 84 36% 134 58% 12 5% 1 0%
03. Clarity of communication from Student Learning staff. 78 34% 131 57% 19 8% 2 1%
04. Curriculum/subject area leadership and support. 73 33% 130 60% 14 6% 1 0%
05. Program area (e.g., Gifted, Specialty, Athletics, Library, Adult Education, Title I, and Head
Start) leadership and support.
75 35% 127 59% 13 6% 2 1%
06. Content and program-specific professional development and instructional support. 68 32% 126 60% 14 7% 3 1%
07. Support for building leadership capacity in schools (lead teachers, department chairs,
specialists, etc.)
62 31% 123 62% 13 7% 1 1%
08. Overall satisfaction with Student Learning. 73 32% 141 62% 14 6% 1 0%
Page 8 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorProfessional Learning
01. Responsiveness of Professional Learning staff. 73 32% 141 61% 16 7% 1 0%
02. Level of customer service provided by Professional Learning staff. 74 32% 138 60% 18 8% 1 0%
03. Communication of expectations for schools from Professional Learning staff. 59 29% 122 59% 21 10% 4 2%
04. Instructional support and coaching services provided to schools by Professional Learning
staff.
57 28% 125 62% 18 9% 1 0%
05. Baldrige in Education/Baldrige in the Classroom. 51 32% 94 59% 13 8% 2 1%
06. Support for building leadership capacity in schools by Professional Learning staff. 54 28% 119 61% 23 12% 0 0%
07. Overall satisfaction with Professional Learning. 58 26% 143 63% 23 10% 3 1%
Page 9 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorStudent Management and Alternative Programs (OSMAP)
01. Responsiveness of OSMAP staff. 98 58% 68 40% 1 1% 1 1%
02. Level of customer service provided by OSMAP staff. 97 58% 67 40% 2 1% 2 1%
03. Clarity of communications and expectations from OSMAP. 89 55% 67 41% 4 2% 2 1%
04. OSMAP referral process: long-term suspension, expulsion, placement appeals, or criminal
reassignment.
80 56% 58 41% 5 3% 0 0%
05. Administration of summer school programs. 92 53% 78 45% 3 2% 1 1%
06. Summer school program offerings. 87 52% 77 46% 3 2% 0 0%
07. Administration of non-traditional (alternative) programs, excluding New Dominion and
New Directions Alternative Education Centers.
77 53% 66 45% 2 1% 1 1%
08. Non-traditional (alternative) program offerings, excluding New Dominion and New
Directions Alternative Education Centers.
73 51% 66 46% 2 1% 1 1%
09. Overall satisfaction with Student Management and Alternative Programs. 92 51% 84 47% 1 1% 2 1%
Page 10 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorEL Programs and Services
01. Responsiveness of EL Programs & Services staff. 66 31% 126 58% 15 7% 9 4%
02. Level of support provided by EL Programs & Services staff. 67 32% 123 58% 19 9% 3 1%
03. Communication of expectations for the teachers at schools from EL Programs & Services
staff.
57 30% 116 60% 17 9% 2 1%
04. Quality of EL Programs & Services professional development. 74 35% 110 53% 20 10% 5 2%
05. Instructional support and coaching services to schools provided by EL Programs & Services
staff.
56 31% 104 57% 18 10% 5 3%
06. Support for building leadership capacity in schools. 56 31% 106 59% 13 7% 6 3%
07. Overall satisfaction with the EL Programs & Services. 62 29% 130 60% 22 10% 2 1%
Page 11 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorStudent Services
01. Responsiveness of Student Services staff. 94 42% 123 55% 8 4% 0 0%
02. Level of customer service provided by Student Services staff. 94 42% 123 55% 5 2% 1 0%
03. Clarity of written communications from Student Services staff. 86 40% 121 56% 7 3% 1 0%
04. Implementation of curricula, programs and services to support academic success. 72 36% 126 63% 3 1% 0 0%
05. Specialized services provided to students in need of additional support. 71 36% 122 62% 4 2% 1 1%
06. Counseling services provided to students that promote student academic, personal/social
and career development.
83 41% 112 55% 6 3% 1 0%
07. Consultation and assistance in interpretation and implementation of policies, regulations,
and procedures.
80 38% 122 58% 8 4% 1 0%
08. Overall satisfaction with Student Services. 83 37% 136 60% 7 3% 0 0%
Page 12 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorSpecial Education Services
01. Responsiveness of Special Education staff. 61 27% 104 46% 33 15% 27 12%
02. Level of customer service provided by Special Education staff. 60 27% 101 46% 31 14% 29 13%
03. Promptness of Special Education support to schools in response to requests for assistance. 50 25% 85 43% 38 19% 27 14%
04. Quality of professional development. 49 26% 83 44% 36 19% 21 11%
05. Information (including regulatory requirements) and support provided by the Office of
Special Education.
53 26% 93 45% 37 18% 24 12%
06. Overall satisfaction with Special Education Services. 53 24% 103 46% 38 17% 28 13%
Page 13 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorFacilities Services
01. Responsiveness of Facilities Services staff. 121 50% 118 48% 4 2% 1 0%
02. Level of customer service provided by Facilities Services staff. 120 49% 116 48% 7 3% 1 0%
03. Development of new facilities. 86 48% 85 47% 6 3% 4 2%
04. Major renovations of existing facilities. 88 49% 82 46% 7 4% 2 1%
05. Projection of student membership. 71 34% 119 57% 15 7% 3 1%
06. Capital improvements program. 77 41% 106 56% 4 2% 3 2%
07. Boundary planning process. 61 32% 113 60% 9 5% 5 3%
08. Electronic work order system (SchoolDude). 80 38% 126 60% 3 1% 2 1%
09. Repair services--Custodial equipment repair, pest management, graffiti removal. 102 49% 103 50% 2 1% 1 0%
10. Repair services--Heating, ventilating, air conditioning. 94 41% 114 50% 15 7% 4 2%
11. Repair services--Electrical, kitchen, plumbing. 99 47% 107 51% 5 2% 0 0%
12. Repair services--Carpentry, painting, structures & grounds. 96 47% 106 51% 4 2% 0 0%
13. Repair services--Minor Maintenance Crew. 99 47% 107 51% 3 1% 0 0%
14. Repair services--Business machines. 83 43% 108 55% 4 2% 0 0%
15. Repair services--Environmental, roofing. 81 45% 97 53% 3 2% 1 1%
16. Seven-Fourteen (7/14) year building refresh program. 69 46% 78 52% 4 3% 0 0%
17. School generated projects. 74 42% 96 54% 7 4% 0 0%
18. Overall satisfaction with Facilities Services. 97 41% 134 56% 7 3% 0 0%
Page 14 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorFood and Nutrition Services
01. Responsiveness of Food and Nutrition Services staff. 121 52% 108 47% 2 1% 0 0%
02. Level of customer service provided by Food and Nutrition Services staff. 123 53% 106 45% 3 1% 1 0%
03. Efficiency of the service in the student lunch and breakfast program. 103 52% 91 46% 1 1% 2 1%
04. Quality of the food. 95 41% 119 51% 15 6% 3 1%
05. Special food services (catered meals for special functions). 102 48% 104 49% 8 4% 0 0%
06. Overall satisfaction with Food and Nutrition Services. 113 48% 120 51% 2 1% 1 0%
Page 15 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorFinancial Services
01. Responsiveness of Financial Services staff. 81 35% 130 56% 13 6% 7 3%
02. Level of customer service provided by Financial Services staff. 79 35% 125 55% 16 7% 8 4%
03. Payment of employees. 131 53% 110 45% 2 1% 2 1%
04. Payment of vendors. 82 42% 105 54% 6 3% 1 1%
05. Budget services. 76 36% 118 56% 12 6% 3 1%
06. Accounting services. 77 37% 118 57% 8 4% 4 2%
07. School activity fund audits. 65 39% 99 59% 2 1% 1 1%
08. Purchase of goods, services, and construction requirements. 71 35% 123 61% 6 3% 3 1%
09. Warehouse store. 81 42% 106 55% 2 1% 2 1%
10. Pick up/delivery service. 106 48% 115 52% 1 0% 0 0%
11. Courier service. 129 53% 112 46% 1 0% 0 0%
12. Property control services. 74 39% 108 57% 4 2% 2 1%
13. Overall satisfaction with Financial Services. 86 36% 143 59% 11 5% 1 0%
Page 16 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorRisk Management and Security Services
01. Responsiveness of Risk Management and Security Services staff. (Prompt resolution of
issues.)
138 49% 124 44% 14 5% 4 1%
02. Level of customer service provided by Risk Management and Security Services staff
(including communication and collaboration).
135 48% 124 44% 16 6% 4 1%
03. Courtesy and professionalism of Risk Management and Security Services staff. 165 58% 108 38% 9 3% 2 1%
04. Management of Divisionwide safety/liability issues. 125 47% 129 49% 10 4% 1 0%
05. Crisis management training and consultation. 107 41% 139 54% 11 4% 2 1%
06. Hazardous waste disposal and response. 78 43% 95 52% 7 4% 1 1%
07. Claims management. 78 42% 98 53% 6 3% 2 1%
08. Security/safety consultation. 115 47% 123 50% 6 2% 3 1%
09. Overall satisfaction with Risk Management and Security Services. 121 43% 145 52% 12 4% 3 1%
Page 17 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyOverall Report
Number of Responses 334 of 472 Response Rate: 71%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorTransportation Services
01. Responsiveness of Transportation Services staff. 87 37% 128 54% 18 8% 2 1%
02. Level of customer service provided by Transportation Services staff. 81 34% 135 57% 18 8% 2 1%
03. Timeliness of bus transportation. 56 26% 122 58% 27 13% 7 3%
04. Adequacy of bus fleet. 52 25% 127 62% 20 10% 6 3%
05. Maintenance/repair of administration vehicles/bus fleet. 68 38% 107 60% 4 2% 0 0%
06. Transportation services for field/athletic trips. 66 33% 113 56% 10 5% 13 6%
07. Overall satisfaction with Transportation Services. 70 30% 145 62% 17 7% 3 1%
Overall Satisfaction with Central Services 92%
Page 18 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Execu
tive
Ad
min
istration
Co
mm
un
ication
s
Info
rmatio
n
Tech
no
logy
Hu
man
Re
sou
rces
Acco
un
tability
Stud
en
t
Service
s
OSM
AP
Stud
en
t
Learn
ing
Pro
fessio
nal
Learn
ing
EL Pro
grams
Spe
cial
Edu
cation
Facilities
Finan
ce
Foo
d Se
rvices
Risk
Man
agem
en
t
Transp
ortatio
n
Instru
ction
al
Tech
no
logy
96%82% 90% 86% 92% 93% 98% 95% 82% 100% 94% 96% 88% 97% 99% 91% 94%
Overall Satisfaction Percent based on Excellent and Good
Executive Administration
Question Count % Count % Count % Count %
Excellent Good Fair PoorSuperintendent’s Staff
01. Responsiveness of Executive Administration. 38 31% 63 52% 14 12% 6 5%
02. Level of customer service provided by Executive Administration. 36 30% 71 59% 10 8% 4 3%
03. Clear understanding of my job responsibilities. 51 40% 54 43% 18 14% 4 3%
04. Commitment to continuous improvement of instruction. 43 37% 59 51% 11 10% 2 2%
05. Clear articulation of the Strategic Plan goals. 42 33% 63 49% 14 11% 9 7%
06. Clear articulation of county initiatives and expectations to administrators. 36 29% 67 53% 14 11% 9 7%
07. Clear articulation of county initiatives and expectations to teachers. 26 28% 50 54% 15 16% 1 1%
08. The direction of the daily operations of PWCS. 35 27% 73 57% 14 11% 6 5%
09. Involvement of administrators in the decision-making process. 23 19% 64 54% 18 15% 14 12%
10. Implementation of laws, regulations, and policies in PWCS. 40 32% 61 49% 19 15% 5 4%
11. Overall satisfaction with Executive Administration. 37 28% 72 54% 18 14% 6 5%
Page 19 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Communications and Technology Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorCommunications Services
01. Responsiveness of Communications Services staff. 39 35% 66 58% 4 4% 4 4%
02. Level of customer service provided by Communications Services staff. 38 34% 62 56% 7 6% 4 4%
03. Quality of publications (e.g., Division Leader, Communicator). 45 37% 68 55% 6 5% 4 3%
04. Internal communications. 31 26% 75 63% 11 9% 3 3%
05. Community relations. 30 29% 65 63% 6 6% 3 3%
06. Web services. 32 27% 70 59% 11 9% 6 5%
07. Media production services. 42 39% 58 54% 4 4% 4 4%
08. Legislative/Government relations. 25 31% 50 63% 2 3% 3 4%
09. Business partnerships. 28 34% 49 59% 2 2% 4 5%
10. Education foundation. 29 34% 51 60% 1 1% 4 5%
11. Assistance with a serious school/department communication challenge or opportunity. 31 37% 47 57% 3 4% 2 2%
12. Dissemination of urgent information to target audiences. 40 35% 59 52% 10 9% 4 4%
13. Overall satisfaction with Communications Services. 33 27% 76 63% 9 7% 3 2%
Page 20 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Communications and Technology Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorInformation Technology Services
01. Responsiveness of Information Technology Services staff. 36 28% 69 53% 16 12% 8 6%
02. Level of customer service provided by Information Technology Services staff. 37 29% 67 52% 18 14% 6 5%
03. Quality of on-site technical support. 39 31% 66 53% 12 10% 8 6%
04. Quality of Help Desk support. 39 31% 62 50% 17 14% 6 5%
05. Administrative application support. 34 31% 61 56% 8 7% 5 5%
06. Central data processing services (i.e., report cards, network, security, etc.). 27 30% 51 56% 10 11% 3 3%
07. Quality of computer hardware. 29 23% 71 57% 20 16% 4 3%
08. Telecommunications (telephones). 37 29% 76 59% 14 11% 2 2%
09. Imaging Center (i.e., offset printing and bindery services). 45 45% 49 49% 4 4% 1 1%
10. Overall satisfaction with Information Technology Services. 29 23% 81 63% 13 10% 5 4%
Page 21 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Communications and Technology Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorInstructional Technology Services
01. Responsiveness of Instructional Technology Services staff. 19 30% 38 60% 5 8% 1 2%
02. Level of customer service provided by Instructional Technology Services staff. 18 29% 39 63% 3 5% 2 3%
03. Professional learning provided by the Office of Instructional Technology Services is
relevant and timely.
16 29% 32 57% 6 11% 2 4%
04. Instructional Software support. 13 24% 35 65% 5 9% 1 2%
05. Support of the Instructional Technology Resource Teacher (ITRT) from Instructional
Technology Services.
16 35% 26 57% 2 4% 2 4%
06. Accessibility of technology tools/equipment loaned to schools. 13 28% 29 63% 4 9% 0 0%
07. Collaboration with Instructional Technology Services in the evaluation of ITRTs. 14 36% 24 62% 1 3% 0 0%
08. Overall satisfaction with Instructional Technology Services. 18 29% 40 63% 3 5% 2 3%
Page 22 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Human Resources
Question Count % Count % Count % Count %
Excellent Good Fair Poor
01. Responsiveness of Human Resources staff. 45 36% 63 51% 15 12% 1 1%
02. Level of customer service provided by Human Resources staff. 48 39% 58 47% 17 14% 1 1%
03. Overall satisfaction with new employees (hired for FY 2014). 38 38% 55 56% 4 4% 2 2%
04. Administration of employee compensation and benefits. 52 45% 59 51% 3 3% 2 2%
05. Administration of retirement services (including ROP). 43 47% 46 51% 2 2% 0 0%
06. Management of employment and benefit records. 45 40% 61 54% 6 5% 0 0%
07. Administration of classified personnel. 44 43% 50 49% 8 8% 1 1%
08. Administration of certificated personnel. 36 41% 44 51% 6 7% 1 1%
09. Usefulness of training assistance and consultation services. 40 44% 42 46% 8 9% 1 1%
10. Quality of information presented (e.g., Level meetings). 41 45% 47 51% 3 3% 1 1%
11. Overall satisfaction with Human Resources. 44 36% 70 57% 8 7% 1 1%
Page 23 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorAccountability
01. Responsiveness of Accountability staff. 55 59% 38 40% 1 1% 0 0%
02. Level of customer service provided by Accountability staff. 56 61% 35 38% 1 1% 0 0%
03. Grants development. 36 50% 34 47% 1 1% 1 1%
04. Data analysis and reporting. 46 52% 40 45% 2 2% 0 0%
05. Records management. 43 51% 39 46% 2 2% 0 0%
06. Implementation of Divisionwide assessment program (e.g., school support, SOL help desk,
and training).
43 58% 31 42% 0 0% 0 0%
07. Strategic planning/improvement planning. 41 53% 33 42% 4 5% 0 0%
08. SACS/CASI accreditation. 33 52% 29 46% 1 2% 0 0%
09. Program evaluation (comprehensive evaluation and survey services). 39 49% 38 48% 2 3% 1 1%
10. Overall satisfaction with Accountability. 47 51% 44 47% 2 2% 0 0%
Page 24 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorStudent Learning
01. Responsiveness of Student Learning staff. 28 33% 56 65% 2 2% 0 0%
02. Level of customer service provided by Student Learning staff. 29 34% 54 63% 3 3% 0 0%
03. Clarity of communication from Student Learning staff. 27 32% 49 58% 8 10% 0 0%
04. Curriculum/subject area leadership and support. 24 33% 46 63% 3 4% 0 0%
05. Program area (e.g., Gifted, Specialty, Athletics, Library, Adult Education, Title I, and Head
Start) leadership and support.
25 35% 44 61% 3 4% 0 0%
06. Content and program-specific professional development and instructional support. 24 36% 38 58% 4 6% 0 0%
07. Support for building leadership capacity in schools (lead teachers, department chairs,
specialists, etc.)
22 39% 32 56% 3 5% 0 0%
08. Overall satisfaction with Student Learning. 26 31% 54 64% 4 5% 0 0%
Page 25 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorProfessional Learning
01. Responsiveness of Professional Learning staff. 24 27% 53 60% 10 11% 1 1%
02. Level of customer service provided by Professional Learning staff. 25 28% 51 57% 12 13% 1 1%
03. Communication of expectations for schools from Professional Learning staff. 14 21% 39 58% 11 16% 3 4%
04. Instructional support and coaching services provided to schools by Professional Learning
staff.
17 26% 38 58% 9 14% 1 2%
05. Baldrige in Education/Baldrige in the Classroom. 12 27% 29 64% 4 9% 0 0%
06. Support for building leadership capacity in schools by Professional Learning staff. 15 25% 35 58% 10 17% 0 0%
07. Overall satisfaction with Professional Learning. 17 19% 55 63% 13 15% 3 3%
Page 26 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorStudent Management and Alternative Programs (OSMAP)
01. Responsiveness of OSMAP staff. 34 51% 33 49% 0 0% 0 0%
02. Level of customer service provided by OSMAP staff. 34 51% 32 48% 1 1% 0 0%
03. Clarity of communications and expectations from OSMAP. 30 49% 29 48% 2 3% 0 0%
04. OSMAP referral process: long-term suspension, expulsion, placement appeals, or criminal
reassignment.
22 48% 23 50% 1 2% 0 0%
05. Administration of summer school programs. 29 45% 33 51% 3 5% 0 0%
06. Summer school program offerings. 30 54% 25 45% 1 2% 0 0%
07. Administration of non-traditional (alternative) programs, excluding New Dominion and
New Directions Alternative Education Centers.
28 53% 23 43% 2 4% 0 0%
08. Non-traditional (alternative) program offerings, excluding New Dominion and New
Directions Alternative Education Centers.
27 51% 24 45% 2 4% 0 0%
09. Overall satisfaction with Student Management and Alternative Programs. 30 44% 38 56% 0 0% 0 0%
Page 27 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorEL Programs and Services
01. Responsiveness of EL Programs & Services staff. 29 40% 40 55% 2 3% 2 3%
02. Level of support provided by EL Programs & Services staff. 30 43% 36 52% 2 3% 1 1%
03. Communication of expectations for the teachers at schools from EL Programs & Services
staff.
23 46% 25 50% 1 2% 1 2%
04. Quality of EL Programs & Services professional development. 28 44% 33 52% 2 3% 1 2%
05. Instructional support and coaching services to schools provided by EL Programs & Services
staff.
19 42% 25 56% 0 0% 1 2%
06. Support for building leadership capacity in schools. 22 50% 21 48% 0 0% 1 2%
07. Overall satisfaction with the EL Programs & Services. 26 37% 41 58% 3 4% 1 1%
Page 28 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorStudent Services
01. Responsiveness of Student Services staff. 32 38% 48 57% 4 5% 0 0%
02. Level of customer service provided by Student Services staff. 33 41% 45 56% 3 4% 0 0%
03. Clarity of written communications from Student Services staff. 31 42% 40 54% 3 4% 0 0%
04. Implementation of curricula, programs and services to support academic success. 25 42% 35 58% 0 0% 0 0%
05. Specialized services provided to students in need of additional support. 25 41% 34 56% 2 3% 0 0%
06. Counseling services provided to students that promote student academic, personal/social
and career development.
29 46% 33 52% 1 2% 0 0%
07. Consultation and assistance in interpretation and implementation of policies, regulations,
and procedures.
30 43% 39 56% 1 1% 0 0%
08. Overall satisfaction with Student Services. 30 36% 50 60% 3 4% 0 0%
Page 29 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorSpecial Education Services
01. Responsiveness of Special Education staff. 33 37% 47 53% 4 4% 5 6%
02. Level of customer service provided by Special Education staff. 31 36% 44 52% 5 6% 5 6%
03. Promptness of Special Education support to schools in response to requests for assistance. 27 42% 31 48% 3 5% 3 5%
04. Quality of professional development. 25 43% 28 48% 2 3% 3 5%
05. Information (including regulatory requirements) and support provided by the Office of
Special Education.
30 42% 33 46% 4 6% 5 7%
06. Overall satisfaction with Special Education Services. 31 36% 44 52% 5 6% 5 6%
Page 30 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorFacilities Services
01. Responsiveness of Facilities Services staff. 54 49% 56 51% 0 0% 0 0%
02. Level of customer service provided by Facilities Services staff. 54 49% 54 49% 2 2% 0 0%
03. Development of new facilities. 42 49% 41 48% 1 1% 1 1%
04. Major renovations of existing facilities. 39 48% 39 48% 3 4% 1 1%
05. Projection of student membership. 29 35% 50 60% 5 6% 0 0%
06. Capital improvements program. 33 39% 48 57% 2 2% 1 1%
07. Boundary planning process. 27 33% 50 62% 3 4% 1 1%
08. Electronic work order system (SchoolDude). 34 39% 51 59% 2 2% 0 0%
09. Repair services--Custodial equipment repair, pest management, graffiti removal. 41 49% 42 50% 1 1% 0 0%
10. Repair services--Heating, ventilating, air conditioning. 36 38% 52 55% 7 7% 0 0%
11. Repair services--Electrical, kitchen, plumbing. 40 47% 43 51% 2 2% 0 0%
12. Repair services--Carpentry, painting, structures & grounds. 38 45% 45 54% 1 1% 0 0%
13. Repair services--Minor Maintenance Crew. 37 45% 45 55% 0 0% 0 0%
14. Repair services--Business machines. 30 40% 43 57% 2 3% 0 0%
15. Repair services--Environmental, roofing. 34 47% 39 53% 0 0% 0 0%
16. Seven-Fourteen (7/14) year building refresh program. 30 48% 31 49% 2 3% 0 0%
17. School generated projects. 28 45% 34 55% 0 0% 0 0%
18. Overall satisfaction with Facilities Services. 43 40% 61 57% 3 3% 0 0%
Page 31 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorFood and Nutrition Services
01. Responsiveness of Food and Nutrition Services staff. 51 53% 46 47% 0 0% 0 0%
02. Level of customer service provided by Food and Nutrition Services staff. 52 53% 46 46% 1 1% 0 0%
03. Efficiency of the service in the student lunch and breakfast program. 32 53% 28 47% 0 0% 0 0%
04. Quality of the food. 38 40% 49 52% 7 7% 1 1%
05. Special food services (catered meals for special functions). 44 48% 44 48% 4 4% 0 0%
06. Overall satisfaction with Food and Nutrition Services. 47 47% 52 52% 0 0% 1 1%
Page 32 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorFinancial Services
01. Responsiveness of Financial Services staff. 31 29% 62 57% 10 9% 5 5%
02. Level of customer service provided by Financial Services staff. 29 27% 58 54% 13 12% 7 7%
03. Payment of employees. 61 54% 50 44% 2 2% 1 1%
04. Payment of vendors. 36 40% 46 52% 6 7% 1 1%
05. Budget services. 32 34% 50 53% 9 10% 3 3%
06. Accounting services. 32 35% 48 53% 7 8% 4 4%
07. School activity fund audits. 19 37% 31 60% 1 2% 1 2%
08. Purchase of goods, services, and construction requirements. 26 30% 53 60% 6 7% 3 3%
09. Warehouse store. 34 44% 40 51% 2 3% 2 3%
10. Pick up/delivery service. 49 52% 44 47% 1 1% 0 0%
11. Courier service. 60 55% 48 44% 1 1% 0 0%
12. Property control services. 28 37% 43 57% 3 4% 2 3%
13. Overall satisfaction with Financial Services. 32 29% 68 62% 10 9% 0 0%
Page 33 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorRisk Management and Security Services
01. Responsiveness of Risk Management and Security Services staff. (Prompt resolution of
issues.)
46 39% 62 52% 11 9% 0 0%
02. Level of customer service provided by Risk Management and Security Services staff
(including communication and collaboration).
50 42% 59 49% 10 8% 1 1%
03. Courtesy and professionalism of Risk Management and Security Services staff. 68 55% 52 42% 3 2% 0 0%
04. Management of Divisionwide safety/liability issues. 42 39% 62 57% 4 4% 0 0%
05. Crisis management training and consultation. 37 37% 59 58% 5 5% 0 0%
06. Hazardous waste disposal and response. 27 42% 34 52% 4 6% 0 0%
07. Claims management. 25 36% 40 58% 4 6% 0 0%
08. Security/safety consultation. 33 35% 57 61% 4 4% 0 0%
09. Overall satisfaction with Risk Management and Security Services. 41 34% 73 60% 7 6% 0 0%
Page 34 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveyCentral Office Administrator Report
Number of Responses 147 of 203 Response Rate: 72%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorTransportation Services
01. Responsiveness of Transportation Services staff. 35 38% 51 56% 5 5% 0 0%
02. Level of customer service provided by Transportation Services staff. 33 36% 54 59% 4 4% 1 1%
03. Timeliness of bus transportation. 22 31% 40 57% 6 9% 2 3%
04. Adequacy of bus fleet. 19 28% 44 66% 4 6% 0 0%
05. Maintenance/repair of administration vehicles/bus fleet. 28 45% 32 52% 2 3% 0 0%
06. Transportation services for field/athletic trips. 22 36% 34 56% 1 2% 4 7%
07. Overall satisfaction with Transportation Services. 28 31% 59 65% 3 3% 1 1%
Overall Satisfaction with Central Services 93%
Page 35 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Execu
tive
Ad
min
istration
Co
mm
un
ication
s
Info
rmatio
n
Tech
no
logy
Hu
man
Re
sou
rces
Acco
un
tability
Stud
en
t
Service
s
OSM
AP
Stud
en
t
Learn
ing
Pro
fessio
nal
Learn
ing
EL Pro
grams
Spe
cial
Edu
cation
Facilities
Finan
ce
Foo
d Se
rvices
Risk
Man
agem
en
t
Transp
ortatio
n
Instru
ction
al
Tech
no
logy
89%86% 92% 89% 90% 96% 99% 92% 93% 97% 86% 97% 59% 97% 99% 98% 95%
Overall Satisfaction Percent based on Excellent and Good
Executive Administration
Question Count % Count % Count % Count %
Excellent Good Fair PoorSuperintendent’s Staff
01. Responsiveness of Executive Administration. 64 39% 76 46% 19 12% 5 3%
02. Level of customer service provided by Executive Administration. 63 38% 78 48% 19 12% 4 2%
03. Clear understanding of my job responsibilities. 72 43% 83 49% 9 5% 4 2%
04. Commitment to continuous improvement of instruction. 83 50% 68 41% 13 8% 3 2%
05. Clear articulation of the Strategic Plan goals. 64 39% 81 49% 16 10% 4 2%
06. Clear articulation of county initiatives and expectations to administrators. 57 34% 82 49% 22 13% 5 3%
07. Clear articulation of county initiatives and expectations to teachers. 49 30% 81 50% 24 15% 8 5%
08. The direction of the daily operations of PWCS. 56 34% 87 52% 18 11% 5 3%
09. Involvement of administrators in the decision-making process. 34 21% 82 50% 34 21% 14 9%
10. Implementation of laws, regulations, and policies in PWCS. 64 38% 84 50% 15 9% 5 3%
11. Overall satisfaction with Executive Administration. 63 38% 80 48% 16 10% 7 4%
Page 36 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Communications and Technology Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorCommunications Services
01. Responsiveness of Communications Services staff. 65 45% 69 47% 12 8% 0 0%
02. Level of customer service provided by Communications Services staff. 62 42% 73 50% 11 8% 0 0%
03. Quality of publications (e.g., Division Leader, Communicator). 72 46% 71 46% 12 8% 1 1%
04. Internal communications. 53 35% 84 55% 13 9% 2 1%
05. Community relations. 54 36% 83 55% 12 8% 1 1%
06. Web services. 48 31% 94 60% 12 8% 2 1%
07. Media production services. 53 37% 85 59% 5 3% 0 0%
08. Legislative/Government relations. 40 36% 67 60% 4 4% 0 0%
09. Business partnerships. 51 40% 70 56% 4 3% 1 1%
10. Education foundation. 57 44% 68 52% 4 3% 1 1%
11. Assistance with a serious school/department communication challenge or opportunity. 55 40% 70 51% 13 9% 0 0%
12. Dissemination of urgent information to target audiences. 60 39% 81 53% 12 8% 1 1%
13. Overall satisfaction with Communications Services. 58 37% 86 55% 12 8% 0 0%
Page 37 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Communications and Technology Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorInformation Technology Services
01. Responsiveness of Information Technology Services staff. 51 34% 82 54% 15 10% 3 2%
02. Level of customer service provided by Information Technology Services staff. 51 34% 79 52% 19 13% 3 2%
03. Quality of on-site technical support. 58 38% 73 48% 16 11% 5 3%
04. Quality of Help Desk support. 57 38% 82 54% 11 7% 1 1%
05. Administrative application support. 44 31% 88 61% 10 7% 2 1%
06. Central data processing services (i.e., report cards, network, security, etc.). 46 31% 87 59% 11 7% 3 2%
07. Quality of computer hardware. 44 29% 88 59% 15 10% 3 2%
08. Telecommunications (telephones). 47 31% 87 58% 8 5% 8 5%
09. Imaging Center (i.e., offset printing and bindery services). 68 49% 69 50% 1 1% 0 0%
10. Overall satisfaction with Information Technology Services. 46 31% 87 58% 15 10% 1 1%
Page 38 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Communications and Technology Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorInstructional Technology Services
01. Responsiveness of Instructional Technology Services staff. 52 36% 82 57% 11 8% 0 0%
02. Level of customer service provided by Instructional Technology Services staff. 52 36% 80 55% 13 9% 0 0%
03. Professional learning provided by the Office of Instructional Technology Services is
relevant and timely.
40 29% 82 59% 14 10% 2 1%
04. Instructional Software support. 37 27% 83 60% 18 13% 1 1%
05. Support of the Instructional Technology Resource Teacher (ITRT) from Instructional
Technology Services.
60 41% 68 47% 16 11% 2 1%
06. Accessibility of technology tools/equipment loaned to schools. 33 28% 77 64% 9 8% 1 1%
07. Collaboration with Instructional Technology Services in the evaluation of ITRTs. 41 30% 76 56% 12 9% 7 5%
08. Overall satisfaction with Instructional Technology Services. 43 29% 89 61% 14 10% 1 1%
Page 39 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Human Resources
Question Count % Count % Count % Count %
Excellent Good Fair Poor
01. Responsiveness of Human Resources staff. 85 57% 59 39% 5 3% 1 1%
02. Level of customer service provided by Human Resources staff. 85 57% 62 42% 1 1% 1 1%
03. Overall satisfaction with new employees (hired for FY 2014). 82 54% 63 42% 4 3% 2 1%
04. Administration of employee compensation and benefits. 75 51% 68 47% 3 2% 0 0%
05. Administration of retirement services (including ROP). 66 55% 52 43% 2 2% 0 0%
06. Management of employment and benefit records. 66 48% 68 49% 4 3% 0 0%
07. Administration of classified personnel. 71 48% 67 46% 9 6% 0 0%
08. Administration of certificated personnel. 77 52% 67 46% 2 1% 1 1%
09. Usefulness of training assistance and consultation services. 69 50% 64 47% 4 3% 0 0%
10. Quality of information presented (e.g., Level meetings). 73 52% 63 45% 4 3% 0 0%
11. Overall satisfaction with Human Resources. 81 54% 63 42% 5 3% 1 1%
Page 40 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorAccountability
01. Responsiveness of Accountability staff. 79 59% 55 41% 0 0% 0 0%
02. Level of customer service provided by Accountability staff. 78 58% 57 42% 0 0% 0 0%
03. Grants development. 43 46% 48 51% 3 3% 0 0%
04. Data analysis and reporting. 70 53% 60 45% 2 2% 0 0%
05. Records management. 60 48% 64 51% 1 1% 0 0%
06. Implementation of Divisionwide assessment program (e.g., school support, SOL help desk,
and training).
74 55% 59 44% 2 1% 0 0%
07. Strategic planning/improvement planning. 57 45% 66 52% 1 1% 2 2%
08. SACS/CASI accreditation. 48 50% 47 49% 1 1% 0 0%
09. Program evaluation (comprehensive evaluation and survey services). 60 48% 61 48% 4 3% 1 1%
10. Overall satisfaction with Accountability. 66 48% 71 51% 1 1% 0 0%
Page 41 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorStudent Learning
01. Responsiveness of Student Learning staff. 53 37% 81 56% 10 7% 1 1%
02. Level of customer service provided by Student Learning staff. 55 38% 80 55% 9 6% 1 1%
03. Clarity of communication from Student Learning staff. 51 35% 82 56% 11 8% 2 1%
04. Curriculum/subject area leadership and support. 49 34% 84 58% 11 8% 1 1%
05. Program area (e.g., Gifted, Specialty, Athletics, Library, Adult Education, Title I, and Head
Start) leadership and support.
50 34% 83 57% 10 7% 2 1%
06. Content and program-specific professional development and instructional support. 44 30% 88 61% 10 7% 3 2%
07. Support for building leadership capacity in schools (lead teachers, department chairs,
specialists, etc.)
40 28% 91 64% 10 7% 1 1%
08. Overall satisfaction with Student Learning. 47 32% 87 60% 10 7% 1 1%
Page 42 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorProfessional Learning
01. Responsiveness of Professional Learning staff. 49 34% 88 62% 6 4% 0 0%
02. Level of customer service provided by Professional Learning staff. 49 35% 87 61% 6 4% 0 0%
03. Communication of expectations for schools from Professional Learning staff. 45 32% 83 60% 10 7% 1 1%
04. Instructional support and coaching services provided to schools by Professional Learning
staff.
40 29% 87 64% 9 7% 0 0%
05. Baldrige in Education/Baldrige in the Classroom. 39 34% 65 57% 9 8% 2 2%
06. Support for building leadership capacity in schools by Professional Learning staff. 39 29% 84 62% 13 10% 0 0%
07. Overall satisfaction with Professional Learning. 41 29% 88 63% 10 7% 0 0%
Page 43 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorStudent Management and Alternative Programs (OSMAP)
01. Responsiveness of OSMAP staff. 64 63% 35 35% 1 1% 1 1%
02. Level of customer service provided by OSMAP staff. 63 62% 35 35% 1 1% 2 2%
03. Clarity of communications and expectations from OSMAP. 59 58% 38 38% 2 2% 2 2%
04. OSMAP referral process: long-term suspension, expulsion, placement appeals, or criminal
reassignment.
58 60% 35 36% 4 4% 0 0%
05. Administration of summer school programs. 63 58% 45 41% 0 0% 1 1%
06. Summer school program offerings. 57 51% 52 47% 2 2% 0 0%
07. Administration of non-traditional (alternative) programs, excluding New Dominion and
New Directions Alternative Education Centers.
49 53% 43 46% 0 0% 1 1%
08. Non-traditional (alternative) program offerings, excluding New Dominion and New
Directions Alternative Education Centers.
46 52% 42 47% 0 0% 1 1%
09. Overall satisfaction with Student Management and Alternative Programs. 62 56% 46 41% 1 1% 2 2%
Page 44 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorEL Programs and Services
01. Responsiveness of EL Programs & Services staff. 37 26% 86 60% 13 9% 7 5%
02. Level of support provided by EL Programs & Services staff. 37 26% 87 61% 17 12% 2 1%
03. Communication of expectations for the teachers at schools from EL Programs & Services
staff.
34 24% 91 64% 16 11% 1 1%
04. Quality of EL Programs & Services professional development. 46 32% 77 53% 18 12% 4 3%
05. Instructional support and coaching services to schools provided by EL Programs & Services
staff.
37 27% 79 57% 18 13% 4 3%
06. Support for building leadership capacity in schools. 34 25% 85 62% 13 9% 5 4%
07. Overall satisfaction with the EL Programs & Services. 36 25% 89 61% 19 13% 1 1%
Page 45 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorStudent Services
01. Responsiveness of Student Services staff. 62 44% 75 53% 4 3% 0 0%
02. Level of customer service provided by Student Services staff. 61 43% 78 55% 2 1% 1 1%
03. Clarity of written communications from Student Services staff. 55 39% 81 57% 4 3% 1 1%
04. Implementation of curricula, programs and services to support academic success. 47 33% 91 65% 3 2% 0 0%
05. Specialized services provided to students in need of additional support. 46 34% 88 64% 2 1% 1 1%
06. Counseling services provided to students that promote student academic, personal/social
and career development.
54 39% 79 57% 5 4% 1 1%
07. Consultation and assistance in interpretation and implementation of policies, regulations,
and procedures.
50 35% 83 59% 7 5% 1 1%
08. Overall satisfaction with Student Services. 53 37% 86 60% 4 3% 0 0%
Page 46 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Student Learning and Accountability
Question Count % Count % Count % Count %
Excellent Good Fair PoorSpecial Education Services
01. Responsiveness of Special Education staff. 28 21% 57 42% 29 21% 22 16%
02. Level of customer service provided by Special Education staff. 29 21% 57 42% 26 19% 24 18%
03. Promptness of Special Education support to schools in response to requests for assistance. 23 17% 54 40% 35 26% 24 18%
04. Quality of professional development. 24 18% 55 42% 34 26% 18 14%
05. Information (including regulatory requirements) and support provided by the Office of
Special Education.
23 17% 60 44% 33 24% 19 14%
06. Overall satisfaction with Special Education Services. 22 16% 59 43% 33 24% 23 17%
Page 47 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorFacilities Services
01. Responsiveness of Facilities Services staff. 67 50% 62 46% 4 3% 1 1%
02. Level of customer service provided by Facilities Services staff. 66 49% 62 46% 5 4% 1 1%
03. Development of new facilities. 44 46% 44 46% 5 5% 3 3%
04. Major renovations of existing facilities. 49 51% 43 44% 4 4% 1 1%
05. Projection of student membership. 42 34% 69 56% 10 8% 3 2%
06. Capital improvements program. 44 42% 58 55% 2 2% 2 2%
07. Boundary planning process. 34 32% 63 59% 6 6% 4 4%
08. Electronic work order system (SchoolDude). 46 37% 75 60% 1 1% 2 2%
09. Repair services--Custodial equipment repair, pest management, graffiti removal. 61 49% 61 49% 1 1% 1 1%
10. Repair services--Heating, ventilating, air conditioning. 58 44% 62 47% 8 6% 4 3%
11. Repair services--Electrical, kitchen, plumbing. 59 47% 64 51% 3 2% 0 0%
12. Repair services--Carpentry, painting, structures & grounds. 58 48% 61 50% 3 2% 0 0%
13. Repair services--Minor Maintenance Crew. 62 49% 62 49% 3 2% 0 0%
14. Repair services--Business machines. 53 44% 65 54% 2 2% 0 0%
15. Repair services--Environmental, roofing. 47 43% 58 53% 3 3% 1 1%
16. Seven-Fourteen (7/14) year building refresh program. 39 44% 47 53% 2 2% 0 0%
17. School generated projects. 46 40% 62 54% 7 6% 0 0%
18. Overall satisfaction with Facilities Services. 54 41% 73 56% 4 3% 0 0%
Page 48 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorFood and Nutrition Services
01. Responsiveness of Food and Nutrition Services staff. 70 52% 62 46% 2 1% 0 0%
02. Level of customer service provided by Food and Nutrition Services staff. 71 53% 60 45% 2 1% 1 1%
03. Efficiency of the service in the student lunch and breakfast program. 71 52% 63 46% 1 1% 2 1%
04. Quality of the food. 57 42% 70 51% 8 6% 2 1%
05. Special food services (catered meals for special functions). 58 48% 60 49% 4 3% 0 0%
06. Overall satisfaction with Food and Nutrition Services. 66 49% 68 50% 2 1% 0 0%
Page 49 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorFinancial Services
01. Responsiveness of Financial Services staff. 50 41% 68 55% 3 2% 2 2%
02. Level of customer service provided by Financial Services staff. 50 41% 67 55% 3 2% 1 1%
03. Payment of employees. 70 53% 60 46% 0 0% 1 1%
04. Payment of vendors. 46 44% 59 56% 0 0% 0 0%
05. Budget services. 44 38% 68 59% 3 3% 0 0%
06. Accounting services. 45 39% 70 60% 1 1% 0 0%
07. School activity fund audits. 46 40% 68 59% 1 1% 0 0%
08. Purchase of goods, services, and construction requirements. 45 39% 70 61% 0 0% 0 0%
09. Warehouse store. 47 42% 66 58% 0 0% 0 0%
10. Pick up/delivery service. 57 45% 71 55% 0 0% 0 0%
11. Courier service. 69 52% 64 48% 0 0% 0 0%
12. Property control services. 46 41% 65 58% 1 1% 0 0%
13. Overall satisfaction with Financial Services. 54 41% 75 57% 1 1% 1 1%
Page 50 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorRisk Management and Security Services
01. Responsiveness of Risk Management and Security Services staff. (Prompt resolution of
issues.)
92 57% 62 39% 3 2% 4 2%
02. Level of customer service provided by Risk Management and Security Services staff
(including communication and collaboration).
85 53% 65 41% 6 4% 3 2%
03. Courtesy and professionalism of Risk Management and Security Services staff. 97 60% 56 35% 6 4% 2 1%
04. Management of Divisionwide safety/liability issues. 83 53% 67 43% 6 4% 1 1%
05. Crisis management training and consultation. 70 44% 80 51% 6 4% 2 1%
06. Hazardous waste disposal and response. 51 44% 61 53% 3 3% 1 1%
07. Claims management. 53 46% 58 50% 2 2% 2 2%
08. Security/safety consultation. 82 54% 66 43% 2 1% 3 2%
09. Overall satisfaction with Risk Management and Security Services. 80 50% 72 45% 5 3% 3 2%
Page 51 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction SurveySchool-Based Administrator Report
Number of Responses 187 of 269 Response Rate: 70%
Finance and Support Services
Question Count % Count % Count % Count %
Excellent Good Fair PoorTransportation Services
01. Responsiveness of Transportation Services staff. 52 36% 77 53% 13 9% 2 1%
02. Level of customer service provided by Transportation Services staff. 48 33% 81 56% 14 10% 1 1%
03. Timeliness of bus transportation. 34 24% 82 58% 21 15% 5 4%
04. Adequacy of bus fleet. 33 24% 83 60% 16 12% 6 4%
05. Maintenance/repair of administration vehicles/bus fleet. 40 34% 75 64% 2 2% 0 0%
06. Transportation services for field/athletic trips. 44 31% 79 56% 9 6% 9 6%
07. Overall satisfaction with Transportation Services. 42 29% 86 60% 14 10% 2 1%
Overall Satisfaction with Central Services 92%
Page 52 of 53Prince William County Schools, Office of Accountability, Program Evaluation
2014-15 Customer Satisfaction Survey
Prince William County Schools, Office of Accountability, Program Evaluation
ExecAdmin
Commu-nications
InfoTech
InstTech
HumanResources
Account-ability
StudentLearning
ProfLearning
OSMAPEL
ProgramsStudentServices
Spec EdFacilitiesServices
FoodServ
FinanceRisk &
SecurityTrans-
portation
2012-13 86% 96% 88% 92% 93% 99% 94% 89% 98% 89% 97% 68% 97% 97% 98% 96% 93%
2013-14 86% 96% 90% 92% 92% 98% 95% 93% 98% 83% 98% 72% 98% 99% 97% 95% 89%
2014-15 84% 91% 88% 90% 95% 99% 93% 89% 98% 89% 97% 70% 97% 99% 95% 95% 91%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Overall Satisfaction Trend Report(Percent Excellent & Good)
