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![Page 1: Presenters: Promoting Regulatory Excellence Laura Riedel Department of Consumer Affairs Casey Coleman Contractors State License Board Customer Surveys:](https://reader031.fdocuments.us/reader031/viewer/2022032723/56649d1c5503460f949f1829/html5/thumbnails/1.jpg)
Presenters:
Promoting Regulatory Excellence
Laura RiedelDepartment of Consumer Affairs
Casey ColemanContractors State License Board
Customer Surveys:Improving Agency
Performance
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Agenda
• Contractors State License Board (CSLB) Profile
• Survey Development & Implementation– Customer Service Model (ACSI)
• Arbitration Program Survey• Strategic Use of Customer Surveys• Recommendations
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Mission
The Contractors State License Board protects consumers by regulating the construction industry through policies that promote the health, safety, and
general welfare of the public in matters relating to construction.
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CSLB Profile 2011
• 303,400 licensed contractors • 43 classifications• 53,200 license exams • 19,000 complaints against
contractors
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How often does your agency survey customers?
A. MonthlyB. QuarterlyC. AnnuallyD. BienniallyE. No regular program in place
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What is the primary purpose of your survey program?
A. Meet mandated requirementsB. Monitor customer service; flag
problemsC. Continuously improve customer
serviceD. Other
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CSLB Customer Survey Program
• Implemented 1993• Report to Legislature• Management information
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Survey Development
• Who develops survey?• Item development
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Customer Service Model
9Source: theacsi.org
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Survey Development, cont.
• Development process• Demographics• Match response to complaint
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Complaint Priority 2011
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Closing Action 2011
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Sampling Strategy
• Simple random 1993 – 2009• Convenience since 2010• Other
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What is your primary methodfor collecting data?
A. ElectronicB. PaperC. Both electronic and paperD. Other
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Statistical Analysis
• Rating scale• Descriptive statistics• Correlations• Trend analysis• Sub-group comparison
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Survey Results 2007 - 2011
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Construction Cost 2011
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Does your agency have an arbitration program?
A. YesB. No
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CSLB Arbitration Program
• Registrar can refer consumer complaints against contractors to an arbitrator
• Arbitration Mediation Conciliation Center (AMCC) has administered the Arbitration Program for 9 years
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Arbitration Criteria #1
• Abandonment• Workmanship• Failure to complete for contracted
price• Failure to complete project on
schedule• Failure to pay for materials or
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Arbitration Criteria #2
• Reasonable grounds to believe that the public interest would be better served by arbitration than disciplinary action
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Arbitration Criteria #3
• Licensed contractor has no history of repeated or similar violations
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Arbitration Criteria #4
• Licensed contractor is in good standing at time of the alleged violation
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Arbitration Criteria #5
• Licensed contractor has no outstanding disciplinary actions
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Types of Arbitration
• Mandatory Arbitration−$0 to $12,500.00
• Voluntary Arbitration−$12,500.01 to $50,000.00
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CSLB Arbitration Program 2011
• 610 arbitration hearings− 499 Mandatory− 111 Voluntary
• $3.7 Million in awards• 47 days = Average time from
arbitration assignment to award
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Advantages of Arbitration
• To both parties−Fast−Provides informal setting to resolve a
dispute−Binding−Award may be enforced in court−Gets high satisfaction ratings
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Advantages of Arbitration
• To the consumer−License may be suspended or revoked if
contractor fails to comply with award−Use award to get a judgment against
contractor
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Advantages of Arbitration
• To the contractor−License will not be suspended or
revoked unless failure to comply with award
−Complaint not disclosed to public unless failure to comply with award and license is suspended
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Advantages of Arbitration
• To the CSLB−Reduces time needed to disposition a
complaint−Provides cost savings to enforcement −Creates efficient way to get restitution
for consumer
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Arbitration Customer Survey
• Customers and contractors are surveyed
• Evaluation form presented after the hearing
• Expect survey returned prior to a decision
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Arbitration Survey Results
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How often do you communicate results
to the public?
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A. AnnuallyB. BienniallyC. Every 5 yearsD. No program in place
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What is your primary method of communicating results to the
public?A. E-mailB. Newsletter or other paper copyC. Group presentationD. WebsiteE. Other
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What action is taken on survey results?
A. File—typically no specific action taken
B. Informal request for actionC. Structured process to implement
action planD. Structured process with active plan
monitoring
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Customer Service Model
36Source: ACSI, Government Model
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Strategic Use of Customer Surveys
• Implement performance standards / goals
• Compare to industry benchmarks• Regularly evaluate progress• Celebrate successes
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Recommendations
• Keep it simple• Invest time up front
– Planning– Survey development– Communication
• Go electronic
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Speaker Contact Information
• Laura Riedel– [email protected]– 916-575-7247
• Casey Coleman– [email protected]– 916-255-4693