The Mission: Better Schools

1
(No Transcript)
2
The Mission Better Schools
The Methods
1. Better Student Performance

• 2. Better Resource Management

3. Better Customer Relations
3
The Measures

• Better Student Performance
• FCAT, AP/IB, SAT/ACT, school grades,
  scholarships, graduation, certifications
• Better Resource Management
• audits, operating indices, personnel decisions
• Better Customer Relations
• parent participation indices, Haas Center
  analysis

4
Customer Relations

• The external baseline Quinnipiac Poll
• only 35 percent of Floridians rated public
  schools as excellent or good
• 54 percent considered them not so good or
  poor
• just 6 percent rated schools as excellent
  compared to 1 in 5 who rated them as poor

(AP, Feb 15-20, 2006)
5
Okaloosa County School District Customer
Satisfaction/School Climate Survey Results

• Presented by
• Rick Harper, PhD., Director
• Angela Loiselle, MBA, Research Analyst

6

• Methodology
• Surveys go to all households
• Excellent response rate, 7,257 usable responses
• Allows results to be broken out by individual
  school, geographic zone and age segment
• Satisfaction measures can be tracked over time
• 24 questions. 3 are informational/attitudinal
  21 measures are satisfaction-related. Of these
  21 satisfaction measures, 19 are common across
  all age segments, 2 are not.

7
2006 OCSD Customer Satisfaction Survey District
Responses to All Survey Questions
138799
140000
Total Agree Total Disagree No Opinion
120000
100000 80000 60000
40000 20000 0
19772
10752
8
Okaloosa Schools Customer Satisfaction
District-wide Highlights

• 88 of parents strongly agree or agree that
  Okaloosa Schools meet or exceed customer
  expectations (melded average of all questions
  equally weighted)
• Parents are even more satisfied this year than
  last year (18 of 19 performance indicators)

9
Okaloosa Schools Customer Satisfaction
District-wide Highlights

• Over 90 approval rating on 10 key student
  performance/high standards indicators
• Over 80 approval rating on 6 key parent
  communication indicators
• Number of parents desiring to switch to charter
  schools substantially reduced from 2005
• Elementary parents more satisfied than middle or
  high school parents
• No remarkable difference in satisfaction among
  north, central, south schools

10
Okaloosa Schools Customer Satisfaction
District-wide Highlights

• Highest level of satisfaction district-wide
• conduct and behavior 99
• academics 1 priority 96
• Lowest level of satisfaction district-wide
• elem/middle school food service 75 / 56
• (up slightly from 2005)
• high school guidance services 74
• (no change from 2005)
• high school resource decisions 50
• (lower approval rating than 2005)

11
Area to Work On Communication

• I understand the value of the FCAT and other
  similar tests in improving my childs education.
  80
• Parents are consulted, involved, and respected
  in making decisions about the governance and
  operation of the school. 84
• When my child has a problem in school, I'm
  informed promptly and involved cooperatively in
  developing a solution. 85

12
Area to Work On Communication (Cont.)

• The school communicates with me regularly,
  accurately, and in a timely fashion. 86
• As a parent, I am informed about the type of
  questions on FCAT and similar tests and the
  skills required to be successful. 86

13
Customer Satisfaction Ranking(of total possible
points for twenty-one key satisfaction issues)

• Sixteen schools received 90 or more
• Seventeen schools received between 80 and 90
• Six schools received between 70 and 80
• Two schools received scores below 70

14
Highest/Lowest PerformanceIn Customer
Satisfaction
Schools with best customer satisfaction

• Wright Elementary 93
• Elliott Point Elementary 93
• Edge Elementary 93
• Walker Elementary 93
• Destin Elementary 92

15
Highest/Lowest PerformanceIn Customer
Satisfaction
Schools with most room to improve

• Baker H.S. 65
• Baker M.S. 69
• Crestview H.S. 71
• Richbourg M.S 73
• Pryor M.S. 76
• Laurel Hill M.S. 77

16
Being the bestin customer satisfactionWright
Elementary School
Turning barriers and excuses into involved,
satisfied parents

• High free and reduced lunch rate.
• High ESE population
• High mobility rate.
• High percentage of one parent families.
• Higher than normal retention rate.
• Title I school.

Tucked up close to Wright Elliott Point, Edge
and Walker
17
Remarkable Stories

• Number One Wright Elementary School
• Highest Customer Satisfaction Score 2006
• 2nd Highest Customer Satisfaction Score 2005
• Most Improved Bruner Middle School
• Highest Percentage Gains Over Last Year 6.6
• Highest number of questions with statistically
  significant increases over last year 11

18
Needs Work

• Baker High School
• Lowest Satisfaction Scores 2006
• Lowest Satisfaction Scores 2005
• Baker Middle School
• 2nd lowest Customer Satisfaction Scores 2006
• 3rd lowest Customer Satisfaction Scores 2005

19
Progression vs. RegressionIn Customer
Satisfaction
District-Wide

• Overall approval rate is up.
• 86 in 2005 vs 88 in 2006

20
Progression vs. RegressionIn Customer
Satisfaction
25 schools did better in 2006 than in 2005

• Bruner M.S. 6.569 gain
• Baker Elementary 3.819 gain
• Destin M.S. 3.583 gain
• Florosa Elementary 2.969 gain
• Lewis M.S. 2.709 gain
• Bluewater Elementary 2.150 gain
• Elliott Point Elementary 1.879 gain
• Laurel Hill H.S. 1.859 gain

21
Progression vs. RegressionIn Customer
Satisfaction
25 schools did better in 2006 than in 2005

• Kenwood Elementary 1.698 gain
• Longwood Elementary 1.646 gain
• Ruckel M.S. 1.637 gain
• Niceville H.S. 1.614 gain
• Antioch Elementary 1.442 gain
• Northwood Elementary 1.292 gain
• Walker Elementary 1.077 gain
• Fort Walton Beach H.S. 1.062 gain

22
Progression vs. RegressionIn Customer
Satisfaction
25 schools did better in 2006 than in 2005

• Shalimar Elementary 0.949 gain
• Edge Elementary 0.827 gain
• Cherokee Elementary 0.628 gain
• Southside Elementary 0.592 gain
• Destin Elementary 0.405 gain
• Wright Elementary 0.372 gain
• Bob Sikes Elementary 0.335 gain
• Ocean City Elementary 0.265 gain
• Valparaiso Elementary 0.052 gain

23
Progression vs. RegressionIn Customer
Satisfaction
16 Schools declined in customer satisfaction.

• Oak Hill Elementary -0.068 decline
• Davidson M.S. -0.132 decline
• Pryor M.S. -0.310 decline
• Choctawhatchee H.S. -0.399 decline
• Plew Elementary -0.482 decline
• Crestview H.S. -0.484 decline
• Mary Esther Elementary -0.499 decline
• Edwins Elementary -0.523 decline

24
Progression vs. RegressionIn Customer
Satisfaction
16 Schools declined in customer satisfaction.

• Baker H.S. -1.578 decline
• Laurel Hill Elementary -1.654 decline
• Meigs M.S. -1.722 decline
• NW Florida Ballet Academie -3.445 decline
• Richbourg M.S -4.483 decline
• Baker M.S. -5.423 decline
• Laurel Hill M.S. -5.690 decline
• Silver Sands School -5.810 decline

25
The Connection

• The high schools with the lowest satisfaction
  ratings for guidance services are also the high
  schools with the lowest scholarship awards per
  students.
• The high schools with the lowest satisfaction
  ratings for guidance services are also the high
  schools with the lowest cost efficiency ratio in
  guidance department budgets.

26
The Connection

• The elementary schools with the highest level of
  satisfaction with the quality of teachers are
  also the elementary schools with the highest
  academic scores.
• There is a positive relationship in middle
  schools between the percentage of parents
  believing that academic performance is the
  schools 1 priority and the number of parents
  who believe their principal is the right person
  for the job.

27
How to use this information

• Share broadly with parents and employees.
• Emphasize 80 to 90 indicators (First, do no
  harm.)
• Look for 75 - indicators and address with the
  appropriate audiences (reading level, homework,
  communications issues)

• SAC members/meetings
• Faculty meetings
• School web site
• Individual groups, departments

28
How to use this information

• Look at 50s and below as serious satisfaction
  issues

• Address immediately if you can
• (Middle schools textbooks)
• (High schools guidance services,
  how money is spent)
• Link solutions to customer service portion of
  2006-2007 School Performance Plans
• Look for high performers and share or
• copy solutions

29
The Bottom Line

• Okaloosa parents are well-satisfied with the
  quality and performance of their childrens
  schools and with their own childs experience in
  school.
• On every key performance measure, the vast
  majority of families feel the faculty, staff and
  principal are doing the right things.
• The 2006 survey indicates that Okaloosa parents
  are even more satisfied with the quality and
  performance of their childs school than in the
  pervious year.
• Haas Center for Business Research

30
Better Schools

• Better Student Performance
• Better Financial Management
• Better Customer Relations
• You are the message.
• You are the performance.
• You are the best
• and theres far more left to do.

31
Questions? Rick Harper / Angela
Loiselle Building 53 11000 University
Parkway Pensacola, FL 32514 Phone [phone]
Fax [phone] h a a s . u w f . e d u