customer, employee satisfaction and work environment survey report

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  • Customer, Employee Satisfaction and Work Environment Survey Report

    i

    REPUBLIC OF KENYA

    THE JUDICIARY

    CUSTOMER, EMPLOYEE

    SATISFACTION AND WORK

    ENVIRONMENT SURVEY REPORT

  • Customer, Employee Satisfaction and Work Environment Survey Report

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  • Customer, Employee Satisfaction and Work Environment Survey Report

    i

    CUSTOMER, EMPLOYEE SATISFACTION AND WORK

    ENVIRONMENT SURVEY REPORT

    Report by

    Performance Management Directorate

    June 2016

  • Customer, Employee Satisfaction and Work Environment Survey Report

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    FOREWORD

    The Constitution of Kenya requires all public institutions to be accountable in the delivery of services to the people of Kenya. In the last three years, the Judiciary has undertaken reforms aimed at enhancing accountability to the public. Performance-based management is one of the initiatives that was introduced to enhance accountability. It is a process that involves engagement with key stakeholders, monitoring and evaluating performance, and development of relevant policies in line with these interactions. In the Judiciary, performance-based management is being implemented through a framework developed by the Performance Management and Measurement Steering Committee. This Committee was tasked to oversee the institutionalization of performance-based management in the Judiciary with the Directorate of Performance Management as its Secretariat.

    One of the performance measures adopted is annual Customer and Employee Satisfaction and Work Environment Survey. Customer satisfaction survey gauges the level of satisfaction of Judiciary customers with the services offered. Employee satisfaction and work environment surveys on the other hand measures the extent to which employees are content with their jobs and the physical conditions, work processes and its effects on performance. These are critical performance management and measurement tools that are carried out periodically to establish levels of satisfaction and to identify areas for improvement.

    This report is the first of its kind to be undertaken in line with performance-based management principles. The report presents baseline indicators that are crucial for the implementation and evaluation of performance indicators as signed in various Performance Management and Measurement Understandings. It answers the questions; where are we and how are we doing in meeting our customers and employees needs in the administration of justice.

    I therefore call upon all judges, judicial officers and staff to continually be committed in the pursuit of an effective performance-based management system, and to play their part in the implementation of this report at respective courts. My office will endeavor to ensure that the recommendations of this report are addressed. This will ensure inclusive management of our courts towards achieving judicial excellence.

    Hon. Dr. Willy Mutunga, D. Jur, SC, EGH Chief Justice and President of the Supreme Court of Kenya

  • Customer, Employee Satisfaction and Work Environment Survey Report

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    ACKNOWLEDGEMENTS

    The customer, employee satisfaction and work environment survey report is a product of concerted and collaborative efforts of individuals and many players. I wish to acknowledge the survey consultant, Sigmund Peak International Limited for professionally undertaking nationwide data collection. Their expertise in survey methodology development, data collection at courts, registries and directorates was crucial for the success of this survey.

    I am equally indebted to Dr. Nyoike Wamwea, Director Performance Management, for his leadership and guidance during the survey, Heads of Stations, Registrars of Courts and Directors who supported collection of data. The input of Judiciarys customers, judges, judicial officers and staff that provided raw data and information has been very valuable.

    Gratitude also goes to the technical team comprising of Dr. Paul Kimalu, Joseph Osewe, Dominic Nyambane, George Obai, Fredrick Ombwori, Gilbert Kipkirui, Moses Maranga, Stephen Mbithuka, Hilary Patroba, Victor Lumumba, Everlyne Simiyu, Leonard Audi, Ezan Mwiluki, Yvonne Kinya, Linda Lukhale, and Martin Astiba for combining their knowledge and experience towards ensuring quality in data collection, analysis and report writing.

    Finally, the support accorded to the Judiciary by the World Bank, though Judicial Performance Improvement Project (JPIP) to undertake this survey is appreciated.

    Hon. Anne A. AmadiChief Registrar of the Judiciary

  • Customer, Employee Satisfaction and Work Environment Survey Report

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    TABLE OF CONTENTS

    FOREWORD ii

    ACKNOWLEDGEMENTS iii

    TABLE OF CONTENTS iv

    LIST OF TABLES vi

    LIST OF FIGURES vii

    LIST OF ACRONYMS ix

    EXECUTIVE SUMMARY x

    CHAPTER ONE: CUSTOMER SATISFACTION 1

    1.0 Background 1

    1.1 Objectives 1

    1.2 Scope 2

    1.3 Methodology 2

    1.3.1 Study Design 2

    1.3.2 Sample Size Determination and Sampling Procedure 2

    1.3.3 Data Collection and Quality Control 3

    1.3.4 Data Processing and Analysis 4

    1.4 Socio-Demographic Characteristics of Respondents 4

    CHAPTER TWO: CUSTOMER SATISFACTION 5

    2.0 Introduction 5

    2.1 Socio-Demographic Characteristics of Respondents for Customer Satisfaction Survey 5

    2.2 Customer Satisfaction Index 7

    2.3 Awareness of Mandate And Core Values 8

    2.4 Customer Care Desks 10

    2.5 Registry Services 11

    2.6 Service Delivery Charters 13

    2.7 Alternative Forms Of Dispute Resolution 13

    2.8 Pro-Bono Services and Cash Bail/Bond Refunds and Court User Committees (CUCS) 14

    2.9 Ombudsman and Complaints Handling Mechanism 15

    2.10 Customer Perception on Institutional Image 17

  • Customer, Employee Satisfaction and Work Environment Survey Report

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    2.11 Perception on Judges and Judicial Officers 18

    2.12 Perception on Judicial Staff 19

    2.13 Location, Equipment and Facilities 20

    2.14 Customer Communication 20

    CHAPTER THREE: EMPLOYEE SATISFACTION 23

    3.0 Introduction 23

    3.1 Socio - Demographic Characteristics for Employee Satisfaction Survey 24

    3.2 Organization and Institutional Culture 26

    3.3 Employee Competency 27

    3.4 Training and Development 29

    3.5 Communication 30

    3.6 Motivation 31

    3.7 Remuneration and benefits 33

    CHAPTER FOUR: WORK ENVIRONMENT 36

    4.0 Introduction 36

    4.1 Disability, HIV/AIDS and Gender Equality 37

    4.1.1 Disability 37

    4.1.2 HIV/AIDS 39

    4.1.3 Gender Mainstreaming 40

    4.2 Health and Safety 40

    4.3 Premises Cleanliness 44

    4.4 Office Space and Equipment 45

    4.5 General Work Environment 47

    4.6 Conduciveness and Care For Environment 49

    CHAPTER FIVE: IMPLEMENTATION PLAN 50

    5.0 Recommendations Implementation Matrix 50

    CHAPTER SIX: CONCLUSION 52

    APPENDICES 53

    Appendix 1: Customers Satisfaction Indices by Court 53

    Appendix2: Employee Satisfaction and Work Environment Indices by Court/Directorate/Offices 61

  • Customer, Employee Satisfaction and Work Environment Survey Report

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    LIST OF TABLES

    Table 1 Sample Size determination for Customer, Employee Satisfaction and Work Environment Survey ................................................................ 3

    Table 2 Index Ratings ....................................................................................... 4

    Table 3 Customer Satisfaction Index by Court level ..................................... 7

    Table 4 Customer Satisfaction Index by Factor ............................................. 8

    Table 5 Customer Satisfaction on Judiciary Mandate and Core Values ..... 9

    Table 6 Customer Communication ..............................................................21

    Table 7 Perception of Paying Additional Money for Services and Case Processing .. .............................................................................................. 22

    Table 8 Employee Satisfaction by Court Type .............................................23

    Table 9 Work Environment ...........................................................................36

    Table 10 Recomendations Implementation Matrix ....................................50

  • Customer, Employee Satisfaction and Work Environment Survey Report

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    LIST OF FIGURES

    Figure 1 Demographic Characteristics of Customers ............................................. 6

    Figure 2 Percentage of Respondents by Attributes ................................................ 9

    Figure 3 Satisfaction with Customer Care Desks ...................................................10

    Figure 4 Satisfaction with Registry Services ...........................................................12

    Figure 5 Satisfaction with Service Delivery Charters .............................................13

    Figure 6 Satisfaction with Alternative Dispute Resolution Mechanisms .............14

    Figure 7 Satisfaction with Pro-Bono Services and Cash Bail/Bond Refunds /Ombudsman/CUC.....................................................................................15

    Figure 8: Ombudsman and complaints handling mechanism ............................16

    Figure 9 Percentage of Respondents Reporting Satisfaction with Institutional Image ..........................................................................................................17

    Figure 10 Perception of Judges and Magistrates ..................................................18

    Figure 11 Perception of Judicial Staff .....................................................................19

    Figure 12 Access to Court ........................................................................................20

    Figure 13 Retrieval of Court Files ............................................................................21

    Figure 14 Employee Satisfaction by Factors Affecting Satisfaction Level..................24

    Figure 15 Socio-Demographic Characteristics of Employees .............................25

    Figure 16 Satisfaction with Organizational and Institutional Culture ..................27

    Figure 17 Employee Competency Levels ...............................................................28

    Figure 18 Perception on Training and Development ............................................29

    Figure 19 Percentage of Respondents Reporting Satisfaction with Internal Communication Structure .......................................................................31

    Figure 20 Level of Staff Motivation ..........................................................................32

    Figure 21 Percentage of Employee Reporting Satisfaction with Remuneration an Benefits ............................................................................................................33

    Figure 22 Staff selection, recruitment and promotion ..........................................34

    Figure 23 Staff Discipline .........................................................................................35

    Figure 24 Satisfaction indices for Disability, HIV/AIDS and Gender Equality .....38

    Figure 25 Level of satisfaction with HIV/AIDS policies and practices .................39

    Figure 26 Level of Satisfaction with Gender Mainstreaming ...............................40

  • Customer, Employee Satisfaction and Work Environment Survey Report

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    Figure 27 Percentage of Satisfaction with Health and Safety Policies .................41

    Figure 28 Satisfaction with Health Measures .........................................................42

    Figure 29 Satisfaction with Safety Measures ..........................................................43

    Figure 30 Satisfaction with Premises Cleanliness ..................................................44

    Figure 31 Satisfaction with Office and Equipment ................................................46

    Figure 32 Satisfaction with General Work Environment .......................................48

    Figure 33 Satisfaction with Conduciveness and Care for Environment ..............49

  • Customer, Employee Satisfaction and Work Environment Survey Report

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    LIST OF ACRONYMS

    CEWE Customer, Employee and Work Environment CUCs Court User CommitteesCS Chief JusticeCRJ Chief Registrar of the JudiciaryDPAC Department of Public Affairs and CommunicationELRC Employment and Labour Relations CourtELC Environment and Land CourtHIV/AIDS Human Immunodeficiency VirusHOS Heads of StationHRMA Human Resource Management & AdministrationICT Information Communication Technology JTF Judiciary Transformation FrameworkJPIP Judicial Perfomance Improvement ProjectPMD Perfomance Management DirectoratePMMSC Performance Management & Measurement Steering

    Committee

  • Customer, Employee Satisfaction and Work Environment Survey Report

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    EXECUTIVE SUMMARY

    The customer, employee satisfaction and work environment survey was carried out to assess the level of satisfaction of Judiciary customers with the services offered to them and assess level of content of employees with their jobs and work environment and its effects on employee performance. The study covered 178 Court stations including Supreme Court, Courts of Appeal, High Courts, Employment and Labour Relations Courts, Environment and Land Courts, Magistrates Courts and Kadhis Courts. The survey was conducted in May 2015. It employed quantitative and qualitative survey design using structured questionnaires administered to sampled respondents.

    The results indicate that the overall customer satisfaction index was 66.8 while the overall employee and work environment satisfaction index was 66.5. The report gives an indication of court users and other Judiciary customers are generally satisfied with the services offered, and employees on the other hand are content with their jobs and the work environment. However, the report highlights several findings and makes recommendation for improvement in the implementation matrix contained in Chapter 5 of this report.

  • Customer, Employee Satisfaction and Work Environment Survey Report

    1

    CHAPTER ONE

    INTRODUCTION

    1.0 Background

    The Judiciary is one of the three arms of government established under Chapter 10, Article 159 of the Constitution of Kenya. It is mandated to deliver justice expeditiously to all regardless of status. This implies that it has an obligation to remove barriers to justice by ensuring that the Judiciary is open, transparent and accessible to all. In line with this mandate, the Judiciary established performance measurement and accountability standards for judges, judicial officers and staff across courts, registries and directorates. Customer and employee satisfaction, and work environment index is one of the measures adopted under this framework.

    Customer satisfaction gauges the level of satisfaction with the services offered by the Judiciary. This is based on the recognition that it is not only the determination of cases that give customers positive or negative impression of the court, but also how they are treated right from when they enter court premises up to when they leave. Employee satisfaction measures the commitment and motivation levels of employees derived from working for the organization. A high employee satisfaction index means that employees are motivated in the organisation and this enhances job performance and their productivity. Work environment measures the statu...

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