Employee Viewpoint

Survey Report
2015

Table of Contents
Letter from Maggie Miller ......................................................................................................................... 3
Introduction .............................................................................................................................................. 4
Who Responded?. ................................................................................................................................... 5
Results at a Glance and Action Plans ...................................................................................................... 6-8
Results - Turnover, Staff Retention and 21st Century Workforce ............................................................. 9
Results - Comments ................................................................................................................................ 10

Conclusion .............................................................................................................................................. 11
Methodology ........................................................................................................................................... 12-14

Message from the NYS CIO

Since beginning my tenure as New York States Chief Information Officer
(CIO) and Director of the Office of Information Technology Services (ITS)
last December, Ive had the pleasure of meeting many ITS staff and look
forward to working with all of you. I know there has been a tremendous
amount of change in recent years and I recognize the enormity of the
challenges we face. Transitioning thousands of employees from more than
50 agencies into one is no small task; in fact, it is one of the most complex
undertakings of its kind in the nation. It has only been through your
dedication and collaboration that we have been able to achieve so much
thus far, and I thank each one of you for helping make it possible.
Maggie Miller

As the new CIO, it is important for me to take the pulse of our agency and
NYS Chief Information Officer
its most important assets: our employees. So, in looking for your input, we
launched the 2015 Employee Viewpoint Survey (EViewS) earlier this year to solicit feedback and identify
both challenges and opportunities as we move into this next phase of our multi-year transformation. I thank
each of the 2,037 employees who took the time to provide their comments.

I want to particularly recognize the ITS staff who made this survey initiative possible: members of the
Editorial Board including Shoshanah Bewlay, Leslie Brennan, Moses Kamya, Nancy Mulholland and Bob
Vasko; and the staff who analyzed the data and drafted the report: Karen Bonville, Cynthia Erno, Alice
Southworth, Tom Wegener (retired) and Anne Marie Rainville.

The survey identified a number of key strengths, including strong working relationships between employees
and supervisors, and a sense of purpose about the work being done. Some areas for improvement include
need for better communication and enhanced recognition for employees. More details about the survey
results, as well as initiatives to address areas of concern, are included in this report .

We have made a lot of great progress, but still have much to do. Change does not happen immediately.
Many of the challenges we face did not develop overnight, and will not be solved overnight. Our
transformation is a multi-year effort that will require continued dedication, creativity, and collaboration.
By coming together as a team, we can bring ITS into its next phase and serve as an example for others
in government and industry.

Thank you for all that you do each day for the State. I appreciate the feedback you provided in this survey
and look forward to continuing the dialogue as we work to fulfill the Governor's vision of transforming the
way we serve citizens.

Maggie

Introduction
Prior to the creation of the NYS Office of Information Technology Services (ITS) in fall 2012, more than 50
state agencies were supported by discrete teams of IT leadership, technologists, and support staff working
with disparate IT tools and methods, delivering varied technical platforms. Creating a single agency of
approximately 4,000 professionals to handle the delivery of the full range of information technology to
our partner agencies was the largest IT consolidation in state government.
The transformed ITS organizational structure combines enterprise teams, with overarching expertise in
areas such as data management, infrastructure, information security, and service management, with clusters
that support groups of agencies with similar missions that can most readily share IT services, data, and
business processes. This allows the state to develop and invest in a statewide IT strategy that advances
industry best-practices, while meeting the needs of partner agencies.
Recognizing the powerful connection between organizational health and agency performance, ITS leadership
engaged McKinsey & Company to conduct several organizational health studies beginning in 2013. Although
these surveys provided ITS leadership with data about specific areas of organizational health at an early point
in the IT transformation, we are now at the next level of our growth, so its an opportune time to assess our
environment. ITS is committed to a long-term strategy for measuring and managing key aspects of
organizational health and in that regard, conducted the Employee Viewpoint Survey (eViewS), which
we adapted from the survey used by the U.S. Office of Personnel Management.
The survey comprised nearly 100 questions to draw insight from ITS employees regarding their role in the
organization, workforce concerns and opportunities for improvement .
The survey results have already led to a number of initiatives to address the responses and will continue
to serve as a baseline to inform a proactive plan moving forward.

Who Responded?
Employees are ITSs most important resource, and an engaged and satisfied workforce is central to achieving
our strategic goals. This year, ITS conducted the first EViewS. Responding to EViewS is one of the most
direct ways ITS employees can provide their feedback on various aspects of their experience working for ITS.
All ITS employees were invited to participate in EViewS and this year 2,037 responses were received. The
following data reflects the basic demographics of 2015 EViewS responses.

Response Rate
At the time of the survey, the ITS fill level was 3,600 employees. With 2,037 responses, the ITS response
rate was 57% (2,037/3,600). A 57% response rate compares favorably with the typical federal government
response (46.8% in 2014) and should be considered an actionable body of data.

Demographics
Years of Service

65 percent of respondents
have more than 10 years of
New York State service.

12 percent of respondents
report being within 3 years of
retirement.

Years of Service
Responses
20+
821
11 to 20
506
6 to 10
470
3 to 5
144
1 to 2
50
Less than 1 Year
46
Total

2,037

Anonymity
To encourage candid feedback, EViewS responses were confidential. All demographic questions were
required; however, the data was self-reported and six of the nine demographic questions enabled employees
to select either I prefer not to say or this question does not apply to me.

57% (2,037) of ITS

employees responded to
the 2015 EViewS.

Only New York State employees were invited to take the EViewS. Contract staff members were not included.

Results at a Glance
The 2015 EViewS consists of nine demographic questions, 77 workplace questions, and 13 work-life questions
for a total of 99 questions. All the workplace questions have multiple-choice answers that provide for a range
of responses from strong satisfaction/agreement to strong dissatisfaction/disagreement. Neither agree nor
disagree and Do not know were both options.
The data presented below show our top strengths as an organization. These questions received a 70 percent
or higher favorable rating. These are the strengths that ITS will continue to build upon. In addition, the set of
questions that received a 25 percent or lower favorable rating are areas that we will focus on improving over
the next year. We will measure our progress a year from now to see what strengths we should continue to
build on and what we need to focus on improving. We are committed to this as a continual process.

Our Strengths70% or Higher Favorable Rating

96%
86%
85%
83%
82%
82%
80%
77%
74%
73%
73%

When needed, I am willing to put in the extra effort to get a job done.
I am constantly looking for ways to do my job better.
My immediate supervisor treats me with respect.
My immediate supervisor supports my need to balance work and other life issues.
The work I do is important.
How would you rate the overall quality of work done by your unit? (82% rated good or very good)
My immediate supervisor listens to what I have to say.
The people I work with cooperate to get the job done.
I am held accountable for achieving results.
Overall, I feel my immediate supervisor is doing a good job.
I like the kind of work I do.

Areas for Improvement25% or Lower Favorable Rating

25%
25%
24%
23%
22%
21%
21%
20%
20%
19%

ITS Exec Leadership demonstrates support for work/life balance programs.

In my work unit, differences in performance are recognized in meaningful ways.
ITS Exec Leadership maintains high standards of honesty and integrity.
Awards and/or Recognition in my work unit depend on how well employees perform their jobs.
Promotions in my work unit are based on merit.
How satisfied are you with your opportunity to advance in ITS? (21% rated satisfied or very satisfied)
Creativity and innovation are rewarded.
ITS Exec Leadership generates high levels of motivation and commitment in the workforce.
I am satisfied with the policies and practices of ITS Exec Leadership.
Employees get interesting assignments based on their job performance.

What does the data tell us?

ITS immediate supervisors are viewed as one of our biggest strengths!
ACTION PLAN:
We need to continue to grow and develop our current and future supervisors. The HR Training
Department created and in July, began the rollout of a seven module training program called
ISS (ITS Supervisor Series). 240 ITS supervisors have already been trained on Module 1.
Module 2 will begin this month with four classes offered on September 15th, 18th, 22nd and 23rd.
For more information, please visit the Inside Edge or call the training department directly at
518-402-4004.

We need to expand our ITS employee recognition program!

ACTION PLAN:
In 2014, we launched the ITS Recognition Program which included annual awards in these
categories: Championship; Customer Service; Innovation and Creativity; Partnership; and
Service Excellence. A total of 41 ITS employees were recognized.
This year, we will expand the ITS Recognition Program to include more categories and we
will recognize a larger number of our employees enterprise wide.
We will begin recognizing employees milestone anniversaries, starting with 20 years
of service and then every five years after that. It is important that we recognize our long
service employees and thank them for their commitment to NYS.
We will also be developing a recognition toolkit and sharing it with managers. We want our
managers armed with tools and ideas to recognize exemplary performance throughout
the year without having to wait until year end. Recognition has greater impact when it is
provided in a timely manner (for example: immediately after a successful project is completed.)

We need to expand Executive Leaderships visibility and communications!

ACTION PLAN:
The Executive Leadership team is committed to increased visibility and communications with
their teams and the entire organization. Maggie recently announced that Krista Montie joined us
as our Director of Communications. Her role includes ITS internal communications. Krista will
work closely with Maggie, our leaders and HR to ensure important business updates and
information are being shared with our employees. We are currently reviewing our three year
Strategic Plan, along with our Mission, Vision, Values and will share any updates.
We will utilize town hall meetings, WebEx, videos, InsideEdge, email, in-person visits and other
communication vehicles to ensure our employees are aware of all the exciting projects and
events going on at ITS.

What does the data tell us?

We need to educate ITS employees on the various NYS work/life programs!
ACTION PLAN:
The survey included 13 questions on the work/life programs and benefits available at ITS. The
responses we received to these questions were predominately No Basis to Judge or I Was Not
Aware of an ITS Sponsored
Work/Life Programs support a flexible work environment that considers the quality of life for employees and
are increasingly viewed an important management tools for maintaining an engaged workforce. Various work/life
programs are available to New York State and ITS employees. When implemented according to contemporary
best business practices, Work/Life Programs demonstrate significant benefits for agencies, employees, and
our communities. We will ensure that information regarding these programs is available to managers and
employees.
For more information on receiving confidential assistance handling work and life issues call 866-320-4760 or visit
www.nysbalance.ny.gov - username: nys and password: balance.
For more information on NYS work/life services offered visit www.worklife.ny.gov. Information can also be found
on the InsideEdge under the Forms and Policies tab.

We need to create opportunities for ITS employees to grow and develop!

ACTION PLAN:
Similar to employee recognition, the survey showed that growth, development and new opportunities are
important to most employees. Maggie recently announced that Shannon Fitzpatrick has joined ITS and will focus
on workforce strategy and planning. This includes partnering with our managers to ensure they are thinking about
how they can grow their teams skills and abilities, provide varied and interesting work assignments and plan for
appropriate career paths.
The transformation has already resulted in numerous opportunities and evolutions. In 2014, ITS had
approximately 225 internal promotions or transfers. Year to date, we have had approximately 175 internal
promotions or transfers. In partnership with the Civil Service, we have made the following advancements:
Examinations: In collaboration with Civil Service, the ITS promotion examinations were held and lists were
established with Selective Certification; the Business Systems Analysts were held, and we anticipate the Project
Manager Series to occur next.
Project positions: ITS has more Project positions than any other agency in the state. These positions allow for
opportunities based on skills and experience.
Current training and development opportunities: Working with outside entities, we made Project Management
and Business Analyst training available. In addition, ITS employees have access to online workshops through
vendors such as Empire Knowledge Bank, Books 24x7, and Lynda.com. Employees will soon be able to view all
opportunities through a comprehensive training catalogue and calendar.

Employee Turnover, Staff Retention,

and the 21st Century Workforce
Much has been written about the shortage of information technology talent, the workplace expectations of
Generation X, Y, and Z, and the demographic realities of a shrinking workforce. While the U.S. workforce
grew at a rate of 30 percent in the 1970s and 12 percent in the 1990s, the Bureau of Labor Statistics
projects an annual growth rate of only 0.7 percent for the labor force from 2010 to 2020. In 2014, the last
of the Baby Boomers turned 50. Baby Boomers make up one-third of the workforce and there simply arent
enough young workers to replace them.
In her February 2010 testimony before the Senate Finance and Assembly Ways & Means Committees,
then Department of Civil Service Commissioner Nancy G. Groenwegen testified that within the next five
years, nearly 20 percent of the states workforce and nearly 36 percent of the states management/
confidential employees will be eligible to retire with full benefits.
It should come as no surprise that these national and New York trends appear in the ITS demographic
data. Over 40 percent of survey respondents report having more than 20 years of service to New York
State. Nearly 12 percent report a plan to retire within three years and almost 10 percent plan to leave ITS
within a year to take another job. Current HR data tells us that approximately 960 or 27 percent of ITS em-
ployees will be eligible to retire within the next five years.
Over the coming months, many ITS employees with thousands of years of combined experience and
institutional knowledge may decide leave New York State service. ITS needs to act creatively and quickly
in terms of recruitment and retention. We will strive to be an employer of choice, not only to retain exist-
ing employees, but to meet our mission of being a world-class IT service provider.

Results - Comments
Overview
Surveys designed to gather input on the important components of organizational health produce objective
and comparable data. The nine demographic questions, 77 workplace questions, and 13 work/life questions
combine to provide a rich pool of data which can help to celebrate successes and inform necessary
leadership action.
To supplement these multiple choice questions, ITS leadership directed the addition of a free-text comment
section for this survey. A total of 1,359 written comments were received. The team read each comment and
developed a consistent approach to categorizing the narrative into the appropriate category. As stated
earlier, these comments have already led to a number of initiatives to address the responses and will
continue to serve as a baseline to inform a proactive plan moving forward.
The comments fell into the following categories:

Comment Categories
Leadership
Sharing Information
External Agency/Partner Customer Service
Quality of Work Product
Workplace
Career Development
Transformation Challenges
General
Resources
Internal ITS Customer Service
Total Comment Reviews Classified

Count
198
182
160
139
136
119
117
115
104
89
1359

% of Total
14.6%
13.4%
11.8%
10.2%
10.0%
8.8%
8.6%
8.5%
7.7%
6.5%
100.0%

Conclusion
Through the ITS Employee Viewpoint Survey, ITS employees were given an opportunity to express their
opinions about their jobs, workplaces and leaders.
The results of the survey illustrate the dedication and commitment of the ITS workforce. The overwhelming
majority of ITS employees are willing to put in extra effort to get their jobs done, believe the work they do is
important, and actively look for ways to do their jobs better. Most have very positive and supportive
relationships with their supervisors, and co-workers cooperate to get the job done.
The results also give us opportunities for improvement regarding career paths for employees, new, interesting
and varied work assignments and role clarity. The data reveals that we still have work to do around our
transformation and that communication needs to increase across the entire enterprise.
We are committed to taking proactive steps to address the feedback and provide a positive, progressive
environment in which to foster the most valuable asset ITS has: its employees. By ensuring the workplace
is the best it can be, ITS can thrive and be a world-class IT service provider to our customers.

Methodology

Methodology
What is the Employee Viewpoint Survey?
The 2015 Employee Viewpoint Survey (EViewS) draws insight from ITS employees and measures employee
perceptions of how effectively ITS manages the workforce.
EViewS covers nine topic areas:

Demographics (9 Questions)

My Work Experience (19 Questions)

My Work Unit (9 Questions)

ITS (13 Questions)

My Immediate Supervisor (12 Questions)

ITS Executive Leadership (5 Questions)

ITS Managers and Supervisors (10 Questions)

My Satisfaction (9 Questions)

Work/Life Programs (13 Questions)

How was EViewS developed?

In January 2015, ITS developed EViewS with guidance from the CxO leadership and a Survey Review Team
of five ITS staff. The Chief Portfolio Office sponsored the development and implementation of EViewS at the
request of the State Chief Information Officer, in support of the ITS Transformation and the MeasureIT
Performance Management initiative.

Who Participated?
All full-time and part-time NYS employees working for ITS at the time of the survey were invited to participate.

How Many Employees Participated?

At the time of the survey, the ITS fill level was 3,600 employees. With 2,037 responses, the ITS response
rate can be calculated as either 57 percent. This rate compares favorably with the typical federal government
response (46.8 percent in 2014) and should be considered an actionable body of data.

How was the survey administered?

EViewS was self-administered using an Internet-based survey hosted by Survey Gizmo. In addition to the
original invitation, ITS sent survey reminders and the survey period was extended beyond the original
schedule to encourage broad participation.

Methodology
How were results produced?
Several members of the ITS leadership team comprised an Editorial Board that provided guidance to the
Survey Review Team.

Why did it take several months to publish the results?

The Team wanted to ensure thoughtful review and careful analysis to ensure the development of a
meaningful report that resulted in actionable deliverables.