2004 Customer Satisfaction Survey (PDF, 566 KB) - TEA - Home ...

More documents

Recommendations

Info

the home page. E-Grant usage with passwords is nightmare. There needs to be a better way to prevent smooth use of website. I hate it!!! The search on the website is difficult. Sometimes spend a great deal of time finding things. Good information once I get there. Delivery of web-based information means I have to click on every line and print off that information. This activity would keep one person busy all day, every day. As a result, I don’t read current info because I do not have time to click on the web, surf for new info, download the info, print it off, read it and then respond. Simplify and/or reorganize the website to separate the various areas for easier access. Schedule knowledgeable personnel to be available for personal, email, and phone consultation at specific times/days (peak needs). Perhaps some programs could be listed under more than one name in your search process. Ex. Title I listed as Title I rather than only under e, grants. I have tried to use the search function on the website over 25 times. It gives me no information. I would love to see that improved. Please make it easier to navigate your website. I find it difficult to locate financial information, PIEMS data and other reports. I have not found the new website format as user friendly as the old. Lots of times, I search and can’t get to what I need with that method. Pulls up all sorts of related articles etc. It is difficult for me to locate many things on the TEA website since it was changed and the search engine is useless. I think the main concern that I have is that we cannot be too dependent on the internet. There are just some things at times that need to come in a hard copy. Our computers are down and we miss deadlines. We are beginning to have to write down a dozen passwords and codes to get to things on the Web. TEA is not the only entity we are dealing with. It is becoming confusing. Give superintendents 1 password instead of having to have several. It is difficult to keep up with all the passwords. E-grants navigation is confusing and it is difficult to find what you need to approve and submit. Make your website more user friendly. I know you do it for security, but sometimes we have a difficult time getting to the site that we need to be in to report information to you. We are a small district and a very few of us wear many different hats and we cannot remember what user name and password to use on the different sites. The website is difficult to navigate with little assistance from Tabs, and absolutely no help from the Help prompt. I wish the website was easier to use. Having to go to so many different places take a great deal of time that I do not have. Also, I wish we would get a notice by e, mail when something new is posted to the site. I do not have time to go to every division every day to see what is new out there. I also would like to see a calendar of events indicating when things are due be included so we can check on if we are keeping up with things. As a superintendent in a small school where I also serve as principal, I sometimes have a hard time keeping everything going as it should. I might also be helpful to post under the legal area a list of all of the items that must be taken to the board/public each year for review and/or approval. I know that new superintendents do not have a clue what they are to do and those of us who have been doing this still need reminders about those once a year items. The old TEA website was more friendly and easier to work through. Website links do not always work properly. Info – More Timely Response More telephone contact. Send information in a more timely manner. Give ample time for reply and/or notice in requests made from TEA. It is important that when questions arise in the field, program personnel are available to respond to those questions in a timely manner. This is not always the case, as oftentimes, when a call is placed, the senior directors are in meetings. There should be some way to expedite prompt return phone calls, when it comes to special inquiries from superintendents. Survey Research Center, University Of North Texas 159
I was very disappointed that I never received a reply from the commissioner to an email I sent to her and one of her staff members. The complaint process must be re-examined. Districts should not have to spend countless hours of staff time to answer totally trivial complaints. There must be some means whereby the Agency can do some analysis of the complaint before requiring burdensome, timely, costly procedures on the part of the District. Then, when the District complains, there needs to be a response. I am still waiting for a response to the complaint I registered in January for a totally ridiculous burden put on our District to investigate a meaningless accusation. It costs several weeks of staff time and countless dollars, and we proved there was absolutely no basis in fact for the accusation, and any reasonable person would have been able to have determined that there was not a problem if someone had given 10 minutes attention to the problem prior to requiring us to jump through ridiculous hoops in order to prove our innocence. I wrote two letters of complaint, and have still yet to hear one word from the Agency regarding this matter. The grant process is slow and cumbersome. Too much paperwork for grants that are monetarily small. Accountability with AYP is not aligned. Testing is out of control. Response to questions/concerns needs to be greatly improved. Delay in response time from TEA to school district is a problem. Ninety nine percent of the time when one contacts the agency its 24 or more hours before one actually talks with the individual that is really needed. I try very hard not to contact TEA for information, but sometimes I must. When I do contact TEA, I need an answer immediately. Prompt and accurate information by email would be very nice and helpful. Info – More Accurate / Clear info, Not Enough Info / More Info, Reminders / Newsletters The district evaluation information (AEIS, AYP, etc.) is too complicated, too strung out, comes out in five different formats with a total of eight release dates and is incomprehensible. This needs to be done in a way where the average person can have ready access and understanding. The old, Snapshot, analysis was pretty good. What we have now is not. More current and accurate information on the summary of finance sheets. Service Centers I find that I am referred to the regional service center more often for services. I don’t typically receive services from TEA. I think the Region Service Center financial experts that are provided at the service center level by Ed Flathouse are an outstanding asset. They provide budget and financial expertise that was sorely needed at the service center level. TEA – Understaffed / Too Many Cuts The reduction in force has placed TEA staff in a position of hardship. TEA has personnel issues. There seem to be too few people doing multiple jobs. It is difficult to get the person needed when phone communication is necessary. I know that TEA has gone through a RIF and is trying to keep the same level of service to schools with reduced personnel. We have experienced this sort of problem at our school. Sometimes though, it is frustrating to call with a question and have to wait several days for an answer. Overall, I feel that those at TEA have been very helpful and have provided excellent service. Dr Flathouse, in the Division of Finance, has been a lifesaver. I believe TEA does a quality job in most cases given the support and resources provided them. I am concerned that recent legislative actions will negatively impact the ability of TEA to meet the ever increasing demands placed up it and upon public education, in general. I certainly support a fiscally lean and responsible TEA. But, I know from years of experience that peak efficiency also requires sufficient resources and support. Will the recent restructuring of TEA produce a more efficient system or a system asked to do much more than their resources will permit? Overall, TEA is a critical and essential component of the public education system. Survey Research Center, University Of North Texas 160
Page 1 and 2:
2004 Survey of Customer Satisfactio
Page 3 and 4:
VII. TEA WEBSITE ..................
Page 5 and 6:
LIST OF TABLES Table 1 Customer Pop
Page 7 and 8:
Table 54 Visited TEA Website for Da
Page 9 and 10:
II. METHODOLOGY Instrument TEA desi
Page 11 and 12:
There appears to have been some dif
Page 13 and 14:
ESC Region 01 02 03 04 05 06 07 08
Page 15 and 16:
ESC Region 01 02 03 04 05 06 07 08
Page 17 and 18:
ESC Region 01 02 03 04 05 06 07 08
Page 19 and 20:
• ESC Region 01 02 03 04 05 06 07
Page 21 and 22:
Table 8 Method of Contacting TEA Fo
Page 23 and 24:
Table 9 Method of Contacting TEA Fo
Page 25 and 26:
Table 10 Method of Contacting TEA F
Page 27 and 28:
Table 11 Method of Contacting TEA F
Page 29 and 30:
Table 13 Methods Used to Contact TE
Page 31 and 32:
Accountability and Data Quality Tab
Page 33 and 34:
School Finance and Fiscal Analysis
Page 35 and 36:
Operations and Fiscal Management Ta
Page 37 and 38:
Table 21 Methods Used to Contact TE
Page 39 and 40:
Table 23 TEA Provides Reliable and
Page 41 and 42:
Table 25 TEA is Responsive to E-mai
Page 43 and 44:
Process Table 27 Contacts are Usual
Page 45 and 46:
Table 29 My Complaint Would be Addr
Page 47 and 48:
Principals • The combined percent
Page 49 and 50:
Table 32 Overall Satisfaction with
Page 51 and 52:
Page 53 and 54:
Table 36 Effectiveness of Electroni
Page 55 and 56:
Table 38 TEA Program Guidance/Curri
Page 57 and 58:
Table 40 TEA Grant Information is R
Page 59 and 60:
Overall Satisfaction with Informati
Page 61 and 62:
Page 63 and 64:
Page 65 and 66:
VI. TEA STRATEGIC PLANNING Table 47
Page 67 and 68:
VII. TEA WEBSITE Table 48 Visited T
Page 69 and 70:
Table 50 Visited TEA Website for As
Page 71 and 72:
Table 52 Visited TEA Website for Te
Page 73 and 74:
Table 54 Visited TEA Website for Da
Page 75 and 76:
Table 56 Visited TEA Website for Ed
Page 77 and 78:
Table 58 Visited TEA Website for Sc
Page 79 and 80:
Component Ratings Table 60 Easy to
Page 81 and 82:
Table 62 Website Contains Clear Inf
Page 83 and 84:
VIII. OVERALL SATISFACTION WITH TEA
Page 85 and 86:
Table 66 Satisfaction with Standard
Page 87 and 88:
Interventions and Special Investiga
Page 89 and 90:
Strategy and Grants Management Tabl
Page 91 and 92:
Commissioner Table 72 Satisfaction
Page 93 and 94:
Agency Table 74 Overall Satisfactio
Page 95 and 96:
Page 97 and 98:
Page 99 and 100:
IX. CONCLUSIONS The findings from t
Page 101 and 102:
APPENDIX A: SURVEY INSTRUMENT Surve
Page 103 and 104:
Infrastructure, Information Systems
Page 105 and 106:
F. Overall Satisfaction I am satisf
Page 107 and 108:
APPENDIX B: POLICY ISSUES Survey Re
Page 109 and 110:
TEA Website As a grant accountant f
Page 111 and 112:
Principals: Gifted and Talented Exi
Page 113 and 114:
Too much testing. Observation Proto
Page 115 and 116: an equity issue in Texas and this i
Page 117 and 118: certification for this has been dis
Page 119 and 120: Special Education Testing State Man
Page 121 and 122: More funding for Alternative School
Page 123 and 124: nothing to entice new educators in
Page 125 and 126: Teacher Pay/ Benefits 747 5 Health
Page 127 and 128: Cutbacks to health insurance for te
Page 129 and 130: Insisting that all students be in g
Page 131 and 132: they can better serve the needs of
Page 133 and 134: I think we have to modify too much
Page 135 and 136: as the SAT/ACT and additional AP te
Page 137 and 138: and I feel that quality teaching ha
Page 139 and 140: ural and inner city schools without
Page 141 and 142: Teacher Pay/ Benefits Teacher Healt
Page 143 and 144: We need a TEA contact for librarian
Page 145 and 146: Accountability With the present acc
Page 147 and 148: Parental Involvement/ Responsibilit
Page 149 and 150: use them in the classroom! Not an e
Page 151 and 152: acceptance, we get students to the
Page 153 and 154: our district just robs us somewhere
Page 155 and 156: APPENDIX C: ADDITIONAL COMMENTS Sur
Page 157 and 158: number of people Please put back th
Page 159 and 160: demanding quality and accountabilit
Page 161 and 162: our needs. The feedback I gave you
Page 163 and 164: TEA - Unknowledgeable / Not Helpful
Page 165: Develop and implement accountabilit
Page 169 and 170: solutions. I think Region 10 and TE
Page 171 and 172: It just seems that I have to wade t
Page 173 and 174: Info - More Accurate / Clear info,
Page 175 and 176: Testing Requirements The TAKS testi
Page 177 and 178: TEA - Not Effective / Unrealistic G
Page 179 and 180: have never happened if this monitor
Page 181 and 182: TEA must keep itself separate from
Page 183: esponsibilities, salaries, procedur
show all

2004 Customer Satisfaction Survey (PDF, 566 KB) - TEA - Home ...

Create successful ePaper yourself

Delete template?

Save as template?