Go to Survey Now: County of San Diego IT Customer Satisfaction Survey 2024

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"survey" over people working at table

A message from Chief Information Officer David Smith:

It’s that time of year again for you to participate in the annual IT Customer Satisfaction Survey. This is your chance to tell us what works and what does not, and importantly, what matters to you most in the world of IT.

The delivery of IT services is not just about the County’s service provider; it is a team effort, involving my office, the Group IT Managers, Departmental managers and other County technology professionals.  Therefore, when you are entering your scores, all of us involved are keenly interested in how we are doing and what, if anything, we can do better. The answers we receive, both collectively and individually, are invaluable – because they come from you, the ones who use our technology and services every single day in serving the County’s customers.

Here’s the link to the survey (available until 5/31): County of San Diego IT Customer Satisfaction Survey 2024

If you are wondering what we did with what you told us last year, take a look at summary below.

Thank you for participating!

Last year, 2,221 of you completed the IT survey, and you provided lots of great feedback (over 2,300 comments!) on how we can improve. At the same time, we also achieved best in class again with a score of 4.36 and achieved best in class for the public sector. “Best in Class” – means our score ranks within the top 10% of all scores recorded in the 25 years Gartner, Inc. has offered the independent survey.

To see how your own Department or Group scored and some of the data regarding teleworking, click here.

Last year we found these recurring themes in your responses…and this is what we did about it.

  • Computer Services improved again but…

    • You rated this as the most important IT service.

    • This past year, computer services score improved and received a satisfaction score above the previous year’s score. We heard that you like the ability to visit the Tech Bar located the COC and would like that to continue. In addition, several of you want more options for hardware to suit your needs. The monthly fee the County pays enables a replacement every 3 years for laptops & 4 years for desktops, so please take advantage of your new device when it’s time for a refresh. If you have questions about the status of your refresh, please contact your department IT personnel and or send an email to COSDAssetRefresh@sdcounty.ca.gov.

  • Service Desk improved, but….

    • You rated this as the second most important IT service.

    • This past year, the Service Desk score improved. We see opportunities for improvement. For example, we’re striving to offer more ways for you to engage with the Service Desk through phone (888) 298-1222, e-mail sdcounty@service-now.com, Enter your own issue on the Service Portal​​​​​ , Chat with a Service Desk Agent and new a feature called Virtual Agent that will enable self-service tasks to be completed.

    • Annual Incidents

      • 94,530 Incidents Created

      • Average Incident Duration: 86% Less than 1 day, 97% less than 5 days

      • Average Request Duration 69% Less than 1 day, 91% less than 5 days

      • 10,397 Passwords Reset

      • 8,585 Accounts unlocked

      • 39,500+ Supported accounts

      • 57,700+ Supported Devices

      • 797 Supported Applications

    • Annual Surveys

      • Total survey sent: 52,938

      • Surveys received: 3,089

      • Response Rate of 6%

      • 93% Positive

    • Knowledge Articles

      • 2,109 Knowledge Articles

      • Increased 6% total, 42% in self-help articles in the past year

      • Articles updates increased 199% over last year.

      • 413 Comments and Feedbacks in articles, a 230% increase

      • 42,262 - Knowledge Article Views, a 2% increase from previous year

  • IT Teleworking….

    • Satisfaction scores in this category increased the most year-over-year reversing the drop in 2022 following the implementation of two factor authentication. However, we received feedback that you’re being asked to login multiple times. The good news is you don’t need to if you start your remote workday by logging into the client instead of opening a browser. Please refer to this desk aid for the Enterprise Application Access (EAA) User Guide.

    • We have additional resources for you to take advantage of to stay current and learn. Check out our new Technology site which offers news, events, training and other tools to assist employees.

Rewind: Speaking Our Stories IV

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Content Warning: This video contains discussion on topics including abortion, domestic violence, rape, gun violence, murder, forced marriage and genital mutilation. We encourage you to care for your safety and well-being while watching this video. Resources are available through our Employee Assistance Program and Behavioral Health Services. 

Watch the Rewind video here.

Did you miss the Speaking Our Stories IV? The May 2 event, which coincides with Mental Health Awareness Month, was a collaboration by the Middle Eastern Employee Resources Group, San Diego County Latino Association, County of San Diego Filipino-American Employees Association and the Emerging Workforce Association. 

Watch the video above. 

Resources shared during the session: 

Your View: Mental Health Awareness Community Mural

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The San Diego County Psychiatric Hospital staff shared photos of a mural they worked on in honor of Mental Health Awareness Month to help break the stigma. Staff also joined together for a moment of silence on the patio.

Share your photos! If you see a coworker getting the job done, a beautiful sunset over your office or a wonderful County program being offered—snap a pic and submit it.

Be sure to include information about the photo and your name. Images may be posted to InSite and shared on social media. 

See more of Your View photos. 

Know the Code – Financial Oversight: The Code and Best Practices

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We need your buy-in.  

Working at the County, you may feel like buying is someone else’s job. And yes, there is a department for that. But chances are your department has paid for something you needed with a p-card.

Did the item come at a fair price from a reputable vendor?

Fair and reputable are both key words. No matter how your department is using County funding, it must be used responsibly.  

You must pay careful attention to details when working on any financial agreements with outside parties, and that even includes grants.

Employees must make sure the County is not overcharged, there is no real or perceived conflict of interest or vendor misconduct that could hurt the County’s reputation.

These actions require due diligence.  

It includes:

  • A thorough vendor vetting process

  • Reviewing operational and legal risks

  • Regular Monitoring

We need vendors, suppliers and contractors to help the County provide quality programs and services.  But we also need to evaluate risks and threats to the County before we put our money down.

If you have questions, touch base with your department’s point of contact at Purchasing and Contracting, the Office of Ethics, Compliance and Labor Standards at oec@sdcounty.ca.gov or Agency Business Assurance & Compliance office (for HHSA staff) or call the Ethics Hotline at 866-549-0004.

Caroline Smith to Serve as Interim Deputy Chief Administrative Officer of the Health and Human Services Agency

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Caroline Smith has been named the County’s interim Deputy Chief Administrative Officer of the Health and Human Services Agency to replace Dr. Eric McDonald who announced his retirement.

The Health and Human Services Agency oversees numerous programs and has nearly 8,000 employees who directly provide services to more than a third of the region’s residents.

Smith brings a passion for policy and public service combined with broad experience supporting the Health and Human Services Agency in her 18 years with the County. She currently serves as the Director of the Office of Economic Development and Government Affairs, working with all County departments and diverse, regional stakeholders to maintain the Board of Supervisors’ Legislative Program, create a vibrant economic development strategy, expand the County’s role in arts and culture, and track and identify grant funding opportunities for County departments.

Previously, Caroline worked in a County Supervisor’s office and in the Office Strategy and Intergovernmental Affairs, later joining the Health and Human Services Agency and serving as the Assistant Director of Aging & Independence Services. With her leadership, the department developed impactful programs to support local seniors and their caregivers, including the innovative Aging Roadmap and the Alzheimer’s Response Team Pilot project, training more than 350 first responders to provide crisis intervention and long-term support to families experiencing an Alzheimer’s disease-related crisis.

In her role as the Director of the Office of Economic Development and Government Affairs, she continues to support the health of the region, including supporting the implementation of the CARE Act and SB 43 to help those with severe behavioral health disorders.

In addition, Caroline co-led the enterprise-wide team that developed the County’s new mission, values and strategic initiatives, as well as the overall vision of a just, sustainable and resilient future for all with community engagement and equity at its core.

Caroline will join the Health and Human Services Agency May 31, working with Dr. McDonald as they transition positions until the end of June. The recruitment process for a permanent Agency Deputy Chief Administrative Officer will take place once a new Chief Administrative Officer has been appointed.  

Let’s Talk About Mental Health

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May is Mental Health Matters Month, a time to highlight the importance of mental health and recognize that we are not alone when it comes to mental health struggles.  

This month people are encouraged to check-in, learn more and get support for their mental health or that of a loved one.  

Mental health challenges can affect someone’s thinking, emotions, behaviors or mood.  

For some people, talking about mental health can be difficult because of stigma. Yet we know that normalizing talking about challenges can empower people to get the support they need.  

Here are some steps all of us can take to make conversations around mental health easier: 

  • Treat others with respect. Avoid hurtful or judgmental language. 

  • Educate yourself about different mental health challenges. 

  • Understand that people are more than just their mental health condition. 

  • Use “person-first” language, meaning that you should refer to someone as a “person with bipolar disorder” rather than a “bipolar person”. 

  • Speak up when you hear incorrect information being shared. 

  • Learn about mental health resources so you’re better prepared to help someone in need. 

Being open and honest about our own mental health challenges can help people feel empowered, not alone and encourage more comfortable conversations. 

If you or someone you know is experiencing a mental health challenge, call the Access and Crisis Line. It’s Up to Us SD has information on how you can support your mental health and help others in need.   

More resources are available via the County’s Employee Assistance Program. 

Your View: State-of-the-Art Public Health Lab

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The County’s Public Health Lab construction is underway! The General Services Department shared a few photos of the 2-story lab and 6-level parking structure at the County Operations Center.

The new $93.3 million lab will be nearly three times the size of the old, cramped and outdated building on Rosecrans. The facility closed due to its aging infrastructure.

The new two-story facility will measure 52,000 square feet and create space for nearly 90 employees and contractors, and still allow room to grow.

Share your photos! If you see a coworker getting the job done, a beautiful sunset over your office or a wonderful County program being offered—snap a pic and submit it.

Be sure to include information about the photo and your name. Images may be posted to InSite and shared on social media. 

See more of Your View photos.