EEOC CUSTOMER SERVICE SURVEY

/ conducted by the Council of Federal EEO & Civil Rights Executives in July 2005

(38 agencies provided responses to the survey)*

MD-715 REPORT

1) Do you think that EEOC should rely entirely on the Central Personnel Data File (CPDF) when generating future MD-715 Reports, instead of asking federal agencies to retool their databases?

a) Yes – 21 (55%)

b) No – 17 (45%)

2) Do you think that EEOC should do away with Form G (Self-Assessment) in future MD-715 Reports to facilitate the internal clearance process at agencies?

a) Yes – 14 (37%)

b) No – 22 (58%)

3) Do you think that EEOC should eliminate Form I (EEO Plan to Eliminate Identified Barriers) in future MD-715 Reports to facilitate the internal clearance process at agencies?

a) Yes – 11 (29%)

b) No – 25 (66%)

CUSTOMER SERVICE

4) How successful are you in contacting someone at EEOC over the telephone on your first try?

a) All the times – 5 (13%)

b) Sometimes –26 (68%)

c) Rarely –6 (16%)

d) Never – 1 (3%)

5) If you leave a voice message for someone at EEOC, when do they return your phone call?

a) On the same day – 7 (18%)

b) On the second day – 8 (21%)

c) Within a week – 20 (53%)

d) Within a month – 1 (3%)

e) Over a month – 0 (0%)

f) Never – 2 (5%)

6) If you send someone at EEOC an e-mail, how long does it take to get a response?

a) An hour – 3 (8%)

b) Twenty-four hours – 19 (50%)

c) A week – 9 (24%)

d) Over a week – 2 (5%)

e) Never – 2 (5%)

7) If you contact someone at EEOC by mail, how long does it take to get a response?

a) A week – 6 (16%)

b) Two weeks – 9 (24%)

c) A month – 4 (11%)

d) Over a month – 10 (26%)

e) Never –6 (16%)

8) When you get a response to an inquiry that you've made to EEOC, does it address the issues that you raised?

a) All the times – 11 (29%)

b) Sometimes – 21 (55%)

c) Rarely – 3 (8%)

d) Never – 0 (0%)

9) How would you rate the customer service that EEOC provides your agencies?

a) Outstanding – 4 (11%)

b) Commendable – 7 (18%)

c) Fully Successful – 16 (42%)

d) Marginal - 9 (24%)

e) Unacceptable – 1 (3%)

CONSULTATION

10) When EEOC sends a proposed regulation or other document to your agency for comment, how do they send it?

a) By regular mail – 28 (74%)

b) By e-mail –7 (18%)

c) By fax – 0 (0%)

d) By courier – 1 (3%)

e) Other – 2 (5%)

11) Do you think that EEOC should send all proposed regulations or other documents to your agency for comment by e-mail?

a) Yes – 26 (68%)

b) No – 11 (29%)

12) Do you think that EEOC allows you sufficient time to submit your comments?

a) Yes – 17 (45%)

b) No – 18 (47%)

13) When you submit comments to EEOC regarding a proposed regulation or other document, do you think that EEOC incorporates your comments?

a) Always – 0 (0%)

b) Sometimes – 21 (55%)

c) Rarely – 8 (21%)

d) Never – 5 (13%)

EEO DIRECTORS MEETINGS

14) Are you pleased with the agenda items at the EEO Directors meetings at EEOC?

a) Yes – 22 (58%)

b) No – 12 (32%)

15) Does EEOC ask for your input when developing the agenda items for its quarterly EEO Directors meetings?

a) Always – 4 (11%)

b) Sometimes – 10 (26%)

c) Rarely – 9 (24%)

d) Never – 10 (26%)

16) Do you think that EEOC should ask for your input when developing the agenda items for its quarterly EEO Directors meetings?

a) Yes – 33 (87%)

b) No –3 (8%)

17) If you suggest a topic(s) to EEOC for inclusion in the quarterly EEO Directors meetings, do they adopt your suggestions?

a) Always – 0 (0%)

b) Sometimes – 25 (66%)

c) Rarely – 4 (11%)

d) Never – 3 (8%)

18) Are you able to attend all the EEO Directors meetings at EEOC?

a) Yes – 16 (42%)

b) No – 20 (53%)

19) Would you like EEOC to post the verbatim minutes on its Web site for the benefit of those EEO professionals who cannot attend these meetings?

a) Yes – 31 (82%)

b) No – 4 (11%)

OPM COORDINATION

20) Do you think that EEOC advises OPM on the classification of EEO jobs, as required by Executive Order 12067?

a) Yes – 4 (11%)

b) No – 27 (71%)

21) Do you think that EEOC should advise OPM on the classification of EEO jobs so that there is uniformity in their classification?

a) Yes – 31 (82%)

b) No – 5 (13%)

PROACTIVE STEPS

22) Per Executive Order 12067, EEOC may make recommendations concerning staff size and resource needs of the Federal departments and agencies having equal employment opportunity responsibilities to the Office of Management and Budget. Has EEOC ever exercised this option with your agency?

a) Yes – 1 (3%)

b) No – 34 (89%)

TRAINING

23) Do you think that EEOC provides enough EEO training?

a) Yes – 10 (26%)

b) No – 25 (66%)

24) Do you think that the content of these EEOC training courses is adequate?

a) Yes – 23 (61%)

b) No – 13 (34%)

25) Are the EEOC trainers subject-matter experts?

a) Yes – 23 (61%)

b) No – 11 (29%)

ADDITIONAL SUGGESTIONS

26) Other comments or suggestions for EEOC

· Listen to agency comments on the MD-715. My agency’s concerns on the new categories were dismissed as not being important. It’s bad enough that EEOC did not ask agencies to comment before MD-715 was issued, but EEOC exacerbated the situation by refusing to listen to concerns. By listening I mean a sincere effort to learn about the concerns.

· I would not want to see a verbatim record of what was discussed at the EEOC meetings, but I would like to read a synopsis of the main actions and events that took place at meetings that I am not able to attend.

· EEOC should host a free EEO Investigation training class.

· I think that letters and reports sent to agency heads or HR should be sent to the EEO Office first. I think that EEOC should offer more frequent classes and classes with content that customer needs. They should ask EEO offices what type of training they need. EEOC should provide more support to agency EEO Offices especially when initiating a new requirement. Water should be provided at EEOC meetings.

· There wasn’t any apparent coordination between EEOC and OPM, re. helping

agencies to meet MD 715 reporting requirements. Agencies are still waiting for EEOC to switch from WORDPERFECT to WORD… the use of different word processing systems has made electronic communication with the Commission difficult at times.

· More guidance and recommendations provided by EEOC to agencies from onsite, reviews, reports, complaints, etc.

· Have agencies provide proof of training/certification of staff/management, etc. where training is required.

· Review of agency staff members qualification to work in civil rights and equal opportunity field is needed in many agencies.

· I believe that EEOC should conduct more systemic on-site reviews of EEO programs at agencies. There is no accountability for compliance with MD 715—accountability and enforcement is very much needed! Also, at some agencies there is too much interference in complaints-related pre-hearing matters by agencies legal counsels; and no true support from HR offices for AEP/MD-715 objectives.

· Per Executive Order12067, EEOC definitely should make recommendations concerning staff size and resource needs of the Federal departments and agencies having equal employment opportunity responsibilities to the Office of Management and Budget.

· EEOC should engage in more collaborative initiatives with Federal agencies around EEO matters.

· Invite OPM and OMB representatives to present at the EEO Directors Briefings and EXCEL.

· EEOC needs to spend more time addressing prevention strategies regarding EEO complaints.

* Not all answers add up to 38 as some respondents did not answer all the questions.