The Alabama Office of Information Technology (OIT) – a state agency charged with providing IT strategic planning, governance, and services to other state agencies – needed a fresh perspective on how to improve communications with their constituents, strengthen customer service, and execute their state mandate more effectively. Providing IT infrastructure, services, and policy to nearly every agency is a herculean task. While OIT took a significant leap forward under its new administration, they wanted additional unbiased insight with a clear way forward, as well as increased departmental synergy.
Anonymity Without Sacrificing Valuable Insight
As with any organization, feedback is a critical component of improving products and services; however, feedback is only as good as it is honest. Getting honest feedback was particularly important to OIT because its customers are IT professionals within other state agencies.
We took every precaution in this regard and generated a response rate nearly 30% higher than the industry average. We were able to ensure each respondent’s identity remained anonymous without sacrificing any beneficial demographic data that could provide further context for analysis.