Some of government’s largest organizations - such as DHS, SSA and Justice - registered the lowest scores. Image: Andrii Yalanskyi/Shutterstock.com
Federal agencies with better internal services to their employees reap benefits in the form of higher employee engagement and satisfaction, the Partnership for Public Service has said.
The analysis found a “statistically significant” correlation between the GSA-OMB Mission-Support Customer Satisfaction Survey—which measures employee satisfaction with support they receive from their agency’s HR, IT, finance and procurement functions—and responses on the Federal Employee Viewpoint Survey in areas including engagement, internal communications, employee input and effectiveness of leadership.
“Cabinet departments and independent agencies with higher rates of employee engagement and satisfaction with leadership, communication and employee input reported higher employee satisfaction with the support and services from their human capital, IT, finance and acquisition functions.,” it said. “Given the established link between effective mission-support services and agency performance, these findings underscore the importance of focusing on the employee experience to enable a better experience for the public.”
By agency, it said that those responsible for providing mission-support services to the rest of government, such as GSA and OPM, registered the highest scores for “employee customer experience,” which it said is “a reflection of their investments to improve and sustain the quality of their mission-support services and their employee experience.”
“On the lower end, some of government’s largest organizations—the Department of Homeland Security, the Social Security Administration and the Department of Justice registered the lowest scores. For most, this was driven by lower internal communication and employee input scores, an element that can be difficult for large agencies to manage effectively,” it said.
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