DEP Takes the Guess Work out of Customer Satisfaction

One of life’s early lessons teaches us that the best way to know something for sure is to ask someone who knows. The Florida Department of Environmental Protection (DEP) is taking this to heart by launching its first, online Customer Satisfaction Survey, giving the public an opportunity to rate its satisfaction with Department’s services and information. Going straight to the source for feedback will help DEP gauge how effectively it is answering citizens’ needs in four critical areas: accuracy, quality, timeliness and courtesy.

Survey results will take some of the guess work out of identifying areas where the Department can improve the level and quality of the services it provides. In addition to revealing customer satisfaction data, survey responses will better inform the Department of the kind of information citizens are seeking as well as set benchmarks to measure improvements and guide new customer service initiatives.

‘Customers’ extend far beyond people who are simply in search of general information about the environment or natural resources. Businesses, local governments and individuals seeking permits for commercial or residential use are considered customers. Florida State Parks visitors and users of state greenways and trails also are customers. School teachers and administrators participating in the environmental education program LIFE – Learning in Florida’s Environment, those seeking grants from agency programs and the news media all are DEP’s customers.

“We are continuously looking for opportunities to listen and learn from the people we serve,” said DEP Secretary Michael W. Sole. “To reach as many of our customers as possible, in addition to offering the survey on our Web site, we are also including a link to the survey in all outgoing e-mail.”

The Department has an established track record of responding to citizens’ input and comments. In 2006, feedback from a survey on the effectiveness of the DEP Web site lead to improved content organization and a better search function for locating permit information. Surevy responses from State Park visitors resulted in simplifying online reservations for camp sites and cabins and for season pass applications.

In addition to surveys, the Department’s Web site, www.dep.state.fl.us, provides an online forum for citizens’ questions, comments and suggestions. The Department also looks to e-mails, letters and telephone calls from citizens to provide information on how to better assist the public. Many of DEP’s customer assistance programs such as online permit tracking, the Small Business Environmental Assistance and Environmental Crimes Hotlines, and the Web site’s consumer tips for saving energy, preventing pollution and recycling were implemented in response to direct communication from citizens.

For the opportunity to share your opinion of DEP’s public service, visit http://survey.dep.state.fl.us/DepPub/ to take the online survey.