In September 2021, TSS completed the implementation of Cherwell Service Desk tool, providing an improved user experience for customers requesting service and support. This implementation allowed TSS to more accurately track Mean Time to Resolve (MTTR), which is an industry-standard measure of the average elapsed business time between ticket creation and resolution. MTTR serves a variety of functions, from measuring the customer experience to determining appropriate staffing levels in a service organization. 

Every three years Santa Clara Library Districts conducts a patron survey. The survey was conducted the summer of 2019. It contained questions to collect data regarding the importance and usage of services, collection satisfaction, and the preferences of library users. This measure reflects survey respondents satisfied with the availability of library material at county libraries.
Additional Notes: The 2022 Patron Survey has been postponed due to the COVID pandemic. The survey will resume after at least one year of offering of full services.

Percentage of child support payment benchmarked against State average

In 2018, the Probation Department rolled out a pilot survey in the Juvenile Hall. This pilot led to the development of three separate surveys, which later were streamlined into one, which covers the following operational areas:
• Admissions and Clinic
• Orientation, Housing and Safety
• Programs and Services
The survey is administered semi-annually on a rotating basis to all youth who reside in the Juvenile Hall. The 2018 survey results served as the baseline data. These surveys are quite comprehensive and as a result, only a handful of key indicators are reported in the dataset.

The Registrar of Voters measures the extent to which voting assistance and informational materials are available and used in multiple languages and accessible formats. Quantitative data about the availability of Election Officers capable of providing multilingual assistance is a gauge indicating availability of language services and translated materials in Vote Centers (formerly known as Polling Places) and other locations where voters received the Department's services.

Parks and Recreation assesses community satisfaction with the County's regional park system and customer satisfaction related to the park visitor experience. Resident survey conducted biannually in odd years; Park visitor survey conducted biannually in even years.

The top 10 taxpayers in Santa Clara County for Fiscal Year 2021-2022.

The Senior Nutrition Program's goal is to improve the health of older adults through access to nutritious food, socialization, education, and enhanced access to community resources. Since the start of the pandemic, many of the traditional services of the program have been halted - namely, socialization and educational classes. This dataset contains the number of educational classes and trainings conducted each fiscal year. Satisfaction/enhanced knowledge is measured via a post e-survey.

The Department of Agriculture and Environmental Management protects the health and safety of people by addressing structure fire hazards existing on properties in the environments where people live, eat, and play. Inspections are done to ensure that there is safe defensible space to minimize the risk of fire spreading to a structure. If the property does not meet the established Minimum Fire Safety Standards, staff educates property owners and encourages voluntary compliance by clearing space around the structure. The number of inspections performed is an indicator of the potential risk to the general public. The compliance rate represents the percent of property owners that took positive action to make their property safe and the number of parcels abated represents the number pf properties in which the County stepped in as a result of non-compliance to oversee the application of mechanical abatement.

In 2019, the Probation Department piloted a draft of a client experience survey based upon feedback from multiple stakeholders including clients, staff, and community stakeholders. This pilot led to a client experience survey that was one page, double sided that was clear and simple for clients to complete. This survey asked clients about their experiences related to getting to Probation, the physical space of the Probation buildings, interactions with staff and services received. At the previous administration of the survey in January 2020, research staff administered the survey in person in the Adult Probation lobby areas. For the 2021 administration, the survey was handed to clients by reception staff and a secure lockbox was provided for clients to deposit the completed surveys. The survey was comprised of 11 questions on the first page, asking respondents for their opinion on a list of statements about their experience at the Adult Probation Office and an additional three questions that asked about challenges encountered during COVID-19. The primary focus was the lobby area and check-in process. Respondents graded their experience on a scale from strongly disagree to strongly agree. The second page of the survey asked about the nature of their visit, basic demographic information, and their probation status.