Oakville employees most dedicated among 24 municipalities surveyed

Tuesday, March 29, 2011 – for immediate release

Oakville employees most dedicated among 24 municipalities surveyed

Employee engagement linked to higher customer satisfaction

Results from the town’s 2010 Employee Engagement Survey revealed that town employees are highly committed to providing quality service to the residents of Oakville. In fact, Oakville established new municipal high scores in both commitment and customer service when comparing results to other municipalities and Oakville’s 2008 survey results.

“Research shows that high employee engagement and satisfaction is clearly linked to high standards of customer service. Our survey results demonstrate that our employees are committed to making Oakville the most livable town in Canada,” said Mayor Rob Burton. “Our employee engagement survey is one way for us to foster a dialogue with our employees about their overall job satisfaction. It’s our responsibility to create an environment where staff is proud of the work they do, and demonstrate that pride by providing the best service possible to our citizens.”

The survey was administered on behalf of the Town of Oakville by Metrics@Work, a strategic human resource management and consulting firm, that has surveyed over 200 organizations. The survey asked employees to rate over 30 different criteria that help measure employee engagement including job clarity, organizational satisfaction, innovation, workload and communication. Approximately 76.7 per cent of full-time staff completed the survey (most municipalities the size of Oakville achieve an average survey response of 62 per cent).

The town will use the feedback to set priorities and develop action plans at both the corporate and department level to ensure the town maintains the high level of employee engagement that result in higher levels of customer satisfaction.

“The employee survey is just one component of the town’s commitment to performance measurement,” Mayor Burton noted. “These results will be correlated with the results of our 2011 Citizen Survey to help us develop strategies for continuous improvement. The results of these surveys are critical to the performance-based culture that Council has established at the town.”

Compared to the 2008 survey, results went up in 21 categories, and down in seven so the overall direction of change and the results themselves are positive. Those areas that declined included pay satisfaction, down 2.9 per cent, organizational satisfaction, down 1.7 per cent, and workload, down 1.4 per cent.

“Organizational change takes time so it’s no surprise that we would see some areas go up and some go down,” said John Yardley, president, Metrics@Work. “The town should be very pleased with the overall results achieved. In a competitive labour environment, high levels of employee engagement give employers an advantage in attracting and retaining the best and brightest employees.”

Results of the town’s 2011 Town of Oakville’s citizen survey are scheduled to be reported to Council later this spring.

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For more information contact

Jane Courtemanche
Director, Strategy, Policy and Communications
Town of Oakville
905-845-6601 ext. 3038
jcourtemanche@oakville.ca


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Oakville employees most dedicated among 24 municipalities surveyed