Divisional Secretariat

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FINAL EVALUATION REPORT (A confidential report based on Independent observations done during one month training period At Bandarawela Divisional Secretariat) BY SRI LANKA ADMINISTRATIVE SERVICE CLASS III CADET OFFICERS (2015 INTAKE) A.H.N. CHINTHAKA S.V. WETTTASINGHE N.L.S. PIUMLA H.K.A.B.S. KODITHUWAKKU

description

Functions of Divisional Secretariat

Transcript of Divisional Secretariat

  • FINAL EVALUATION REPORT

    (A confidential report based on Independent observations done during one

    month training period

    At Bandarawela Divisional Secretariat)

    BY

    SRI LANKA ADMINISTRATIVE SERVICE CLASS III CADET OFFICERS (2015 INTAKE)

    A.H.N. CHINTHAKA

    S.V. WETTTASINGHE

    N.L.S. PIUMLA

    H.K.A.B.S. KODITHUWAKKU

  • ACKNOWLEDGEMENT

    First of all we are as a team really grateful to extend our sincere and heartfelt gratitude to our

    course coordinator Mr. D.V. Bandulasena Additional Director General of SLIDA for

    providing us this valuable opportunity.

    We extend our heartfelt gratitude to the Divisional Secretary Bandarawela Mr. Nihal

    Gunarathne and Assistant Divisional Secretary Ms. K.A.J. Priyangika for the given

    inspiration and constructive suggestions with a proper vision. Without their help and advice

    this document and our journey during this month will not be a success.

    A gracious mention must be made of the District Secretary Mr. D.A.L. Nimal Abeysiri,

    Additional District Secretary Mr. Gamini Mahindapala Jopheus and Assistant District

    Secretary Mr. W.M. Chaminda Weerasinghe for their immense effort, valuable guidance and

    advice given to make this experience a success.

    Last but not the least we wish to thank all whom we missed to mention above but helped us

    in many ways during the past month for making this practical learning experience a success.

  • Contents INTRODUCTION ....................................................................................................................................... 4

    DATA COLLECTION PROCEDURE ............................................................................................................. 5

    Primary data collection ....................................................................................................................... 5

    Secondary data collection ................................................................................................................... 5

    DATA ANALYZIS ....................................................................................................................................... 6

    Questionnaire number one Employee Satisfaction ......................................................................... 6

    Part 1 - Personal details of the employees ..................................................................................... 6

    Part 2 - Job Satisfaction ................................................................................................................... 9

    RESULTS ................................................................................................................................................ 21

    Questionnaire number one Employee Satisfaction ....................................................................... 21

    Part 1 - Personal details of the employees ................................................................................... 21

    Part 2 - Job Satisfaction ................................................................................................................. 22

    Questionnaire number two Customer Satisfaction ....................................................................... 22

    DISSCUSION AND RECOMMENDATIONS .............................................................................................. 23

    RECOMMENDATIONS GIVEN BY EMPLOYEES ....................................................................................... 26

  • INTRODUCTION

    As a compulsory completion of one month attachment to get exposure to the divisional level

    administrative experience, we, 2015 intake of Sri Lankan administrative service officers

    came to the Bandarawela Divisional Secretariat on 8th

    of October 2015. With the guidance

    given by the Divisional Secretary and Assistant Divisional Secretary, apart from having a

    mere surface learning process, we had to study the way of dealing with day to day

    administrative problems by focusing with a philosophical and penetrative vision.

    The ultimate result of that process is this report which consists of an evaluation on Employee

    satisfaction and customer satisfaction measured by two well-constructed questionnaires and

    pros and cons of the office and the Divisional Secretary based on what we observed as

    independent observers.

  • DATA COLLECTION PROCEDURE

    Primary data collection

    In primary data collection, collect the data using qualitative and quantitative methods. The

    key point here is that the data collected is unique and, until you publish, no one else has

    access to it.

    There are many methods of collecting primary data. Here in this report, following methods

    are used to collect primary data.

    1. Questionnaire two questionnaires were prepared to gather data on Employee

    satisfaction and Customer satisfaction. (Annexure 01 and 02)

    2. Observation Ethical behavior, customer care etc.

    3. Case studies to understand the Management styles, Leadership styles

    4. Direct interviews targeting Staff grade officers

    5. Focus group discussion - discussions on special issues regarding the public

    6. Forums (Meetings/ Discussions) Progress review meetings, discussions on

    special issues in the division

    Secondary data collection

    Secondary data refers to data that were collected for other studies. For the first researcher

    they are primary data, but for the second researcher, they are secondary data. In divisional

    secretariats, following sources are recognized as secondary data.

    1. Resource profile

    2. Citizen charter

    3. Carder information

    4. Web sites

    5. Project proposals

    6. Circulars

    7. Manuals

    8. Minutes

    9. Code of ethics

    10. Progress reports

  • 6

    22%

    51%

    24%

    3%

    Position of the employees

    Management Assistant

    Development officer

    Grama Niladari

    Office employeeasistant

    DATA ANALYZIS

    The main objective of this section is to present data which were collected through two

    questionnaires in order to summarize the data and to analyze them statistically. The

    questionnaire number one is developed to gather data about employee satisfaction. It has been

    designed based on two parts. Part one consists of personal details of the employees and part

    two consist of information about job satisfaction.

    The questionnaire number two is developed to gather data about customer satisfaction. The

    findings of study data has been presented in this document on graphs, drawings, pie charts

    and bar charts with techniques which are available in MS Excel and Statistical Package for

    Socio Science named (SPSS) 16 version used to analyze data.

    Questionnaire number one Employee Satisfaction

    Sample Profile

    Sample consisted of 80 employees which covered the Management Assistants, Development

    officers, Grama Niladhari, Office employee assistant etc.

    Part 1 - Personal details of the employees

    1. Composition of the sample according to the job position

    Position Number of employees

    Percentage

    Management Assistant 18 22%

    Development officer 41 51%

    Grama Niladari 19 24%

    Office employee assistant 2 3%

    Total 80 100

    Above data can be presented by using a pie hart as follows.

  • 7

    0%

    55%

    6%

    39%

    Total Service period in government sector

    Less than 01 year

    between 1 -5 years

    between 6 - 10 years

    More than 10 years

    4

    31

    42

    3

    0

    5

    10

    15

    20

    25

    30

    35

    40

    45

    G.C.E. Ordinary Level G.C.E. Advance Level Graduates Post Graduates

    Nu

    mb

    er o

    f em

    plo

    yee

    s

    highest educational level

    highest educational level obtained

    2. Composition of the sample according to the total service period in the public

    sector

    Total Service period in government sector Number of employees Percentage

    Less than 01 year 0 0%

    between 1 -5 years 44 55%

    between 6 - 10 years 5 6%

    More than 10 years 31 39%

    Total 80 100%

    Above data can be presented by using a pie hart as follows.

    3. Composition of the sample according to the highest educational level

    obtained.

    highest educational level obtained Number of employees Percentage

    G.C.E. Ordinary Level 4 5%

    G.C.E. Advance Level 31 39%

    Graduates 42 52%

    Post Graduates 3 4%

    Total 80 100%

  • 8

    22%

    78%

    working in the different department in the office

    working in the differentdepartment in the office

    Not working in thedifferentdepartment in the office

    4. Composition of the sample according to the working in the different

    department in the office

    Number of employees

    Percentage

    working in the different department in the office

    18 77%

    Not working in the different department in the office

    62 23%

    Total 80 100%

    Above data can be presented by using a pie hart as follows.

  • 9

    Part 2 - Job Satisfaction

    In this study, our aim is to observe job satisfaction of employees based on following

    dimensions.

    1. Job content

    2. Appreciation of superiors

    3. Relationship with colleagues

    4. Working environment

    5. Work life balance

    6. Organizational values

    7. Career opportunities

    8. Training opportunities

    9. Working conditions

    10. General questions on overall

    satisfaction

    1. Job content

    Question number 07 -

    Number of employees Percentage

    Strongly Disagree 1 1

    Disagree 3 4

    Average 24 30

    Agree 38 48

    Strongly Agree 14 18

    Not answered 0 0

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No. 4

    Agreed. As it means, the 48% of the employees agreed to this

    statement.

    Question number 08 -

    Number of employees Percentage

    Strongly Disagree 0 0

    Disagree 2 3

    Average 27 34

    Agree 36 45

    Strongly Agree 13 16

    Not answered 2 3

    Total 80 100

    Mode 4 Agreed

    According to the data analysis, the mode for this question is No. 4

    Agreed. As it means, the 45% of the employees agreed to this

    statement.

  • 10

    Question number 09 -

    Number of employees Percentage

    Strongly Disagree 0 0

    Disagree 23 29

    Average 25 31

    Agree 26 33

    Strongly Agree 4 5

    Not answered 2 3

    Total 80 100

    Mode 4- Agreed

    According to the data analysis, the mode for this question is No. 4

    Agreed. As it means, the 33% of the employees agreed to this

    statement.

    2. Appreciation of superiors

    Question number 12 -

    Number of employees Percentage

    Strongly Disagree 1 1

    Disagree 6 8

    Average 30 38

    Agree 42 53

    Strongly Agree 1 1

    Not answered 0 0

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No.

    4 Agreed. As it means, the 53% of the employees agreed to

    this statement.

  • 11

    Question number 13 -

    (. )

    Number of employees Percentage

    Strongly Disagree 1 1

    Disagree 7 9

    Average 25 31

    Agree 45 56

    Strongly Agree 1 1

    Not answered 1 1

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No.

    4 Agreed. As it means, the 56% of the employees agreed to this statement.

    Question number 14 -

    Number of employees Percentage

    Strongly Disagree 1 1

    Disagree 13 16

    Average 22 28

    Agree 42 53

    Strongly Agree 2 3

    Not answered 0 0

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No.

    4 Agreed. As it means, the 53% of the employees agreed to this statement.

    3. Relationship with colleagues

    Question number 15 -

    Number of employees Percentage

    Strongly Disagree 1 1

    Disagree 8 10

    Average 9 11

    Agree 50 63

    Strongly Agree 12 15

    Not answered 0 0

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No.

    4 Agreed. As it means, the 63% of the employees agreed to this statement.

  • 12

    Question number 25 - ud i;= fYaI l=i,;d ^Wod - l%Svd" l,d wdosh& jeoshqKq lr .ekSu i`oyd ldhd,h u.ska ,nd fok

    iyfhda.h ms

  • 13

    Question number 21 - mdkSh c,

    Number of employees Percentage

    Strongly Disagree 3 4

    Disagree 30 38

    Average 33 41

    Agree 11 14

    Strongly Agree 2 3

    Not answered 1 1

    Total 80 100

    Mode 3 - Average

    According to the data analysis, the mode for this question is No. 3

    Average. As it means, the 41% of the employees average to this statement.

    Question number 22 - ikSmdrl

    Number of employees Percentage

    Strongly Disagree 5 6

    Disagree 25 31

    Average 35 44

    Agree 14 18

    Strongly Agree 1 1

    Not answered 0 0

    Total 80 100

    Mode 3 - Average

    According to the data analysis, the mode for this question is No. 3

    Average. As it means, the 44% of the employees average to this statement.

    Question number 23 - wdmkYd,d

    Number of employees Percentage

    Strongly Disagree 7 9

    Disagree 26 33

    Average 38 48

    Agree 8 10

    Strongly Agree 0 0

    Not answered 1 1

    Total 80 100

    Mode 3- Average

    According to the data analysis, the mode for this question is No. 3

    Average. As it means, the 48% of the employees average to this statement.

  • 14

    Question number 24 - wdydr .ekSug we;s ia:dk

    Number of employees Percentage

    Strongly Disagree 1 1

    Disagree 21 26

    Average 44 55

    Agree 11 14

    Strongly Agree 1 1

    Not answered 2 3

    Total 80 100

    Mode 3- Average

    According to the data analysis, the mode for this question is No. 3

    Average. As it means, the 55% of the employees average to this statement.

    Question number 32 - ldhd, mrsirfha m%shukdm nj rdcldrS ldhuj bgq lsrSu i`oyd myiqjla we;'

    Number of employees Percentage

    Strongly Disagree 0 0

    Disagree 3 4

    Average 25 31

    Agree 46 58

    Strongly Agree 6 8

    Not answered 0 0

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No. 4

    Agreed. As it means, the 58% of the employees agreed to this statement.

    Question number 34 - mrs.Kl yd o;a; moaO;s Nd;h rdcldrS lghq;= ldhuj bgq lsrSu i`oyd myiqjla we;'

    Number of employees Percentage

    Strongly Disagree 7 9

    Disagree 10 13

    Average 15 19

    Agree 32 40

    Strongly Agree 7 9

    Not answered 9 11

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No. 4

    Agreed. As it means, the 40% of the employees agreed to this statement.

  • 15

    Question number 35 - kj jevigyka yd o;a; moaO;s ykajd oSu ldhd,Sh lghq;= ;j rg;a ldhu lsrSu i`oyd fya;= jkq we;'

    Number of employees Percentage

    Strongly Disagree 0 0

    Disagree 6 8

    Average 15 19

    Agree 39 49

    Strongly Agree 10 13

    Not answered 10 13

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No. 4

    Agreed. As it means, the 49% of the employees agreed to this statement.

    5. Work life balance

    Question number 17 -

    Number of employees Percentage

    Strongly Disagree 1 1

    Disagree 1 1

    Average 23 29

    Agree 55 69

    Strongly Agree 0 0

    Not answered 0 0

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No. 4

    Agreed. As it means, the 69% of the employees agreed to this statement.

    Question number 26 - Ihh$Ihhkag wod

  • 16

    Question number 27 - ffoksl rdcldrs lghq;= is lsrSu i`oyd u`. yerS we;s rdcldrS ndOdjls'

    Number of employees Percentage

    Strongly Disagree 4 5

    Disagree 31 39

    Average 20 25

    Agree 24 30

    Strongly Agree 0 0

    Not answered 1 1

    Total 80 100

    Mode 2 - Disagreed

    According to the data analysis, the mode for this question is No.

    2 Disagreed. As it means, the 69% of the employees disagreed to this statement.

    6. Organizational values

    Question number 19 -

    (. , , )

    Number of employees Percentage

    Strongly Disagree 1 1

    Disagree 2 3

    Average 31 39

    Agree 35 44

    Strongly Agree 10 13

    Not answered 1 1

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No.

    4 Agreed. As it means, the 44% of the employees agreed to this statement.

    Question number 33 - by< ks

  • 17

    Question number 36 - M,odhS;djh by< kexu i`oyd ls%hd;aul lrkq ,nk ;r`. j,g iyNd.Su ;=,ska ldhd,fha ienE

    M,odhS;djh ,`.d lr .ekSug yels f' Number of employees Percentage

    Strongly Disagree 6 8

    Disagree 6 8

    Average 26 33

    Agree 37 46

    Strongly Agree 3 4

    Not answered 2 3

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No. 4

    Agreed. As it means, the 46% of the employees agreed to this statement.

    7. Career opportunities

    Question number 25 - ud i;= fYaI l=i,;d ^Wod - l%Svd" l,d wdosh& jeoshqKq lr .ekSu i`oyd ldhd,h u.ska ,nd fok iyfhda.h

    ms

  • 18

    Question number 30 - wdh;kh ;=, l,ska l,g is lrk wxY yd Ihka udre lsrS ksid kEu wxYhl rdcldrS lsrSf yelshdj we;'

    Number of employees Percentage

    Strongly Disagree 3 4

    Disagree 6 8

    Average 13 16

    Agree 32 40

    Strongly Agree 5 6

    Not answered 21 26

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No. 4 Agreed. As it means, the 40% of the employees agreed to this statement.

    Question number 31 - fjk;a wdh;khlg ia:dk udre ,nd .ekSfoS by< ks

  • 19

    9. Working conditions

    Question number 34 - mrs.Kl yd o;a; moaO;s Nd;h rdcldrS lghq;= ldhuj bgq lsrSu i`oyd myiqjla we;'

    Number of

    employees Percentage

    Strongly Disagree 7 9

    Disagree 10 13

    Average 15 19

    Agree 32 40

    Strongly Agree 7 9

    Not answered 9 11

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No. 4 Agreed. As it means, the 40% of the employees agreed to this statement.

    Question number 35 - kj jevigyka yd o;a; moaO;s ykajd oSu ldhd,Sh lghq;= ;j rg;a ldhu lsrSu i`oyd fya;= jkq we;'

    Number of

    employees Percentage

    Strongly Disagree 0 0

    Disagree 6 8

    Average 15 19

    Agree 39 49

    Strongly Agree 10 13

    Not answered 10 13

    Total 80 100

    Mode 4 - Agreed

    According to the data analysis, the mode for this question is No. 4 Agreed. As it means, the 49% of the employees agreed to this statement.

    10. General questions on overall satisfaction

    Question number 10 -,nd.;a wOHdmksl iqiql rdcldrS bgq lsrSfoS m%fhdackhg .ekSu i`oyd wjldY ,ef'

    Number of employees Percentage

    Strongly Disagree 3 4

    Disagree 16 20

    Average 25 31

    Agree 23 29

    Strongly Agree 12 15

    Not answered 1 1

    Total 80 100

    Mode 3- Average

    According to the data analysis, the mode for this question is No. 3 Average. As it means, the 31% of the employees average to this

    statement.

  • 20

    Question number 11 - ud ,enQ wOHdmk ugu yd oekg lrkq ,nk /lshdj ms

  • 21

    RESULTS

    Questionnaire number one Employee Satisfaction

    Part 1 - Personal details of the employees

    1. Composition of the sample according to the job position

    51% of employees are Development officers

    2. Composition of the sample according to the total service period in the public

    sector

    55% of employees have total service period in public sector as 1-5 years

    3. Composition of the sample according to the highest educational level

    obtained.

    52% of employees are Graduates

    4. Composition of the sample according to the working in different department

    in the office

    77% of employees have worked in different departments in this office

  • 22

    Part 2 - Job Satisfaction

    1. Job content - Employee attitude on job content is in Average satisfactory level

    2. Appreciation of superiors - Employee attitude on appreciation of superiors is in

    Average satisfactory level

    3. Relationship with colleagues - Employee attitude on relationship with

    colleagues is in Average satisfactory level

    4. Working environment- Employee attitude on working environment is in not

    much satisfactory level

    5. Work life balance- Employee attitude on work life balance is in Average

    satisfactory level

    6. Organizational values - Employee attitude on organizational values is in

    Average satisfactory level

    7. Career opportunities- Employee attitude on career opportunities is in Average

    satisfactory level

    8. Training opportunities- Employee attitude on training opportunities is in

    Average satisfactory level

    9. Working conditions- Employee attitude on working conditions is in Average

    satisfactory level

    10. General questions on overall satisfaction- Employee attitude on overall

    employee satisfaction is in Average satisfactory level

    Questionnaire number two Customer Satisfaction

    As per the results obtained, more than 99% of customers are satisfied by the service provided.

  • 23

    DISSCUSION AND RECOMMENDATIONS

    There are some significant features found in this organization. Most of them are said to be

    initiated by previous divisional secretaries and there are more to develop. The concept of

    establishment of Front office, bilingual counter, shroff counter in the basement, Grama

    niladhari Sewa Piyasa, Staff grade officers in/out notice board, easy access to Divisional

    secretary, Assistant Divisional secretary and social welfare section is significant customer

    friendly features. The elegancy in the entrance adds some plus points to the office.

    Employee attitude on job content is in Average satisfactory level. Therefore, job rotation is

    recommended to increase the satisfactory level on job content. In order to have equivalent

    level of work distribution among employees, it is recommended to conduct a study and

    implement those findings.

    Employee attitude on appreciation of superiors is in Average satisfactory level. In order to

    increase the satisfactory level regarding this matter, it is recommended to formulate a

    methodology to evaluate and appreciate the innovations of employees related to their work.

    Some extra work such as competitions and making a platform to enhance their creative

    writing skills etc. is vital.

    Employee attitude on relationship with colleagues is in Average satisfactory level. As this

    result can be expected in urban level, it is suggested to conduct more team building exercises,

    trips, get-togethers etc.

    Employee attitude on working environment and conditions are in not much satisfactory level.

    This result is something unexpected. Comparing to other divisional secretariats in Badulla

    district, Bandarawela has much more facilities than others. But the level of maintenance is

    poor such as external environment, waste management, parking facilities, water facility,

    sanitary facilities, places to have meals and specially a canteen etc. For the maintenance

    purpose, establishment of a Maintenance team consist of competent employees is

    recommended as it saves outsourced money too. Uplifting the existing condition of the

    welfare society is also recommended.

  • 24

    Employee attitude on work life balance is in Average satisfactory level. For the enhancement

    of this attribute, it is recommended to conduct workshops and sessions on work life balance,

    counseling, positive thinking, household productivity enhancement techniques, Rasa

    Vindana programs etc.

    Employee attitude on organizational values is in Average satisfactory level. As the

    organizational values have been established already, it is recommended to empower those

    values in practice.

    Employee attitude on career and training opportunities is in Average satisfactory level.

    Consideration of Human Resource Development rather than Human Resource Management is

    important factor. And also, active participation of staff grade offices to motivate employees

    to excel in their careers. Facilitating employees for their training needs is also recommended.

    Employee attitude on overall employee satisfaction is in Average satisfactory level. As we

    concentrate more on customer satisfaction, employee satisfaction is unconsciously neglected.

    But the employee satisfaction has a direct impact on customer satisfaction, it is important to

    focus more on employee satisfaction too, in order to deliver a quality public service.

    In addition to these recommendations, it is important to re-organize the Meheyum Mediya

    Operational Unit. Moving the Operational unit to downstairs would be a much better

    option. Utilizing the vacant space on walls to display the information is recommended.

    Furthermore developing a database to store information will ease the workload in operational

    unit. Using the Television in front lobby in a more effective manner is also suggested.

  • 25

    And the repairing of ceiling in the 1st floor is also essential. Optimum utilization of space

    inside the sections in an efficient manner should be developed. Also managing the free area

    near the second gate effectively will create more parking spaces.

    Regarding the file management system, some divisions (ex:EHM) should pay more attention

    on maintaining files. Also it is highly advisable to maintain the computers properly,

    otherwise data on this computers may be vulnerable. Using a proper virus guard and

    practicing safe guard methods is recommended.

    Finally, as a whole we observe some inability to express the productive work done by the

    office staff due to less preparation (Ex: Productivity Evaluation Meeting/ Presentations). So it

    is highly recommended being more preparative before conducting meetings, seminars and

    evaluations.

  • 26

    RECOMMENDATIONS GIVEN BY EMPLOYEES

    Following are the summary of suggestions given by the employees to enhance the quality of

    their service and make their work more productive.

    1. Trainings on computer literacy and the insufficient computer facilities

    2. Workshops on attitude change, sharing knowledge among employees

    3. When changing subjects of Management assistants, consideration of their interest is

    suggested

    4. Reducing work stress by conduction relaxation session such as music therapy,

    religious programs etc.

    5. Increasing the level of welfare facilities such as canteen, water etc.

    6. Identify the special skills of employees and give them opportunities to use them for

    the betterment of the office

    Thank You!!!!!