Introduction
During the early summer of 2003, the Georgia Department of Defense conducted the latest in a series of internal customer satisfaction surveys. More than 1,500 employees and members responded to this unique web-based survey which asked over 40 questions about the Georgia DOD climate. What follows is an executive summary of the outlining the survey and its key results. Follow the links below to find additional information as well as comments from the respondents.

Background
Overall Results
Comment Analysis
GOOD NEWS and BAD NEWS
Conclusions and Recommendations
Points of Contact

Additional Material
Who Responded
Web-Based Survey Satisfaction
PowerPoint Briefing wrap-up
2003 ARNG Survey Results
Recommendations For Commanders

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Comments:

Here's a sampling of comments that respondents included with their survey answers. See a complete list of comments.

Questions and problems are sometimes met with "that's the way it is," rather than finding a solution.

My two biggest concerns are the lack of upward mobility because of the rank inversion policies and the requirement to stay in the Guard for another 23 years (years total) to be able to keep my job.

There should be some budget allotment for the SDF. Not necessarily for salary, we are proud to be volunteers, but for equipment training and travel.

The GA Army National Guard has been very good to me. I am thankful for the opportunities and the life the organization has provided in my life. I am well satisfied. Thankful to be here.

Travel pay and other irregular payments are routinely delayed for excessive periods of time.

This shows me that the GA DOD is interested in my career progression and is willing to listen and make improvements where they are needed! Thank you for caring!

The GA DOD is to be complimented for "total excellence".

Surveys like this one provide all personnel with "Family Input." Good idea. Over the years, I see our entire organization emerging as the finest in the USA….thank you!

More comments

1. Background:

    • Organization Development (OD) conducted the GA DOD Satisfaction Survey from 1 May 2003 to 21 July 2003.
    • This survey consisted of 43 questions with 3 questions allowing for comments from the members, if they choose to add them.
    • This was the first web-based survey. The link was delivered by email to all GA DOD employees allowing them to access the survey via the World Wide Web.
    • Web-based survey software was purchased from WEBSURVEYOR, the results were downloaded directly to the Organizational Development Office.
    • The majority of responses were multiple choice, listed as: Strongly Agree, Agree, Tend to Agree, Tend to Disagree, Disagree, Strongly Disagree.
    • 80% of members surveyed found the Internet survey easier to complete than previous surveys, 3% found the survey not easier to complete, and 18% were not sure.

2. Overall Results:

    • 1580 Responses received.
    • 13.45% of GA DOD employees responded.
    • Response percentages are as follows:

Army 35%
Air 45%
TAG’s Staff and USPFO 9%
SDF 11%

Read more about who responded

3. Comment Analysis:

Survey Statement #6. I am satisfied with the administrative support, (i.e. travel, military and civilian pay) I receive. (If you disagree please specify which area(s) and explain.)

Question 6 queried the customer regarding the level of satisfaction received with the administrative support areas that involve travel, military and civilian pay. There were a few positive comments received in this area, implying that the process has improved over the past several years. Complaints were addressed at customer support, accuracy, and the amount of time it took to get their pay. Processing of travel vouchers seemed to be the most popular complaint.

The OVERALL surveyed percentage for statement #6 reflected that 80% of GA DOD Employees were satisfied, as compared to the 20% that were not.

Survey Statement #10. I am satisfied with the timeliness of my pay (travel, State Active Duty, Regular, etc.) If not specify which area and explain or provide comments.

The majority of the responses to this question addressed Travel Pay Issues. The statement was directed at timeliness, however the comments reflected the need for better accuracy and more timely processing of vouchers and payment. Customer support provided from the travel pay section could also be considered a problem area. Concerns regarding Military Pay were directed at customer support, issues with drill pay and changes to individual pay were untimely and often inaccurate. There were some positive comments made regarding the MY PAY website and the MILMOD system that was implemented. There were some instances of members not receiving their military orders in the required time period. Many SDF members commented that they were non-paid volunteers and that some benefits from the state such as license plates and commissary benefits would be appreciated for their volunteer efforts. There were no issues with travel pay expressed by the SDF and most seem happy to be a volunteer.

The OVERALL surveyed percentage for statement #10 reflected that 84% of GA DOD employees were satisfied, as compared to the 16% that were not.

Survey Statement #37. The workplace policies at GA DOD are effective.

Survey Statement 37 was aimed at achieving a better understanding of the effectiveness of GA DOD workplace policies. There were not a lot of comments made in this field but those that were made indicated that members were not familiar with policies and procedures that are in place or they felt that they were out-dated and misinterpreted.

The OVERALL surveyed percentage for statement #37 reflected that 87% of GA DOD Employees think that GA DOD policies are effective as compared to the 10% that do not and 3% selected "other".

4. Survey 2003 GOOD NEWS and BAD NEWS

Survey 2003 GOOD NEWS: 95% of GA DOD members are supported by their families, and 85% of them are satisfied with the attention placed on family involvement/support. 95% are proud to be members of the GA DOD and 97% feel that safety is important to this organization. 92% respect the people within their unit/organization and 94% feel that the people they work with are friendly.

Survey 2003 BAD NEWS: Just under half (46%) of GA DOD employees feel that favoritism is a problem in the unit/organization and there is an indication that preferential treatment exists concerning promotions (36%). Only 64% agree that positions are filled based on qualifications and integrity. 34% of GA DOD employees indicated that if they had an opportunity to earn the same amount of pay for the same amount of time for a different employer, they would leave the GA DOD.

5. Comparative Results:

    • 2000 Survey – 409 responses.
    • Response percentages (calculated by members that took the survey) were as follows:

Army – 45%
Air National Guard – 43%
SDF – 5%
State – 7%

6. Conclusion (Recommendations):

    • Joint Working Group/Action team look at results and make specific recommendations for Air, Army and SDF.
    • Develop brochure/handout of results to send to entire organization.
    • Schedule another survey for 2004 versus waiting 3 years.

7. Point of Contact:

Survey data will be maintained for 3 years in the GA DOD/OD office. Contact Lt Col Jean Specht at DSN 625-4665 or (678) 655-4665, email jean.specht@ga.ngb.army.mil.

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