To
say we were just a bit apprehensive when we learned that we would be required
to periodically conduct a customer satisfaction survey -- and then would be encouraged
to publicize the results -- is putting it mildly. Who in their right mind would think it is a
good idea to survey people about their experience when they just paid a traffic
ticket, found out their child support is being raised, lost their small claims
case, or completed their weekly probation visit? On top of that, the survey gives them space
to actually write comments! Well, you
get the picture.
Much to our surprise, the result of each survey to date has revealed that citizens are generally satisfied with their courthouse visit, even if it was the last thing they wanted to do. But we weren’t satisfied with the great overall results we received and decided to dig deeper by reviewing every handwritten comment. We undertook this deeper review with the first required survey and have repeated the process with each subsequent survey. Aside from the great entertainment value of some of the more “colorful” comments, we have been able to use most of the comments in a positive manner to achieve improvements to our facilities and operations.
Prior
to submitting the completed surveys to SCAO, we compile all the comments into a
single document, listed pretty much verbatim into groups organized by
operational area of the court or by our partner agencies (i.e. Sheriff,
Prosecutor, Department of Corrections Probation Office, County Facilities
Department, etc.) The Calhoun County
Justice Center in Battle Creek is home not only to our three courts but also to
our partner agencies, so some of the comments pertained to personnel or
operational issues not within the administrative control of a court. We then shared the document with those
agencies for their information and possible follow-up. Any issues revealed in the comments that
pertain to court personnel or operations, including facilities, are used to
develop a corrective action plan.
A
number of comments have dealt with facility issues, which we’ve shared with the
county administration and used them as a catalyst to secure corrective
action. A huge accomplishment, aided in
no small part by the number of survey comments, was securing the repaving of
the parking lots that have served the Justice Facility since it was originally
constructed circa 1993-94. The lots had
been patched over the years but were in pretty sad shape owing to scarce resources
of the magnitude needed for such a major project. The funding unit also authorized the modernization
and updating of directories and signs within the facility to make them easier
to read and understand, and to improvement placement. We’re currently undergoing major exterior
concrete work for the public entrance to the facility, as well as handicap
access ramping and retaining walls that have crumbled and deteriorated over the
years, making them safety hazards and giving the facility a negative
appearance. The 2018 recommended county
budget includes extending the electronic display system of court schedules to
cover all three courts, including family division referee and district court magistrate
hearings. The public will be able to
view the schedules not only at the main facility entrance, but also when they
leave elevators on each of the other three floors of the facility.
We’re
pleased with the positive results we’ve achieved with the help of the public
satisfaction surveys. By taking the handwritten
comments seriously and demonstrating their value to our funding unit, we’ve
been able to use the public’s experiences to improve our services.
Want to learn more about what we're doing in Calhoun County? Contact us at 269-969-6530.