-
FINAL EVALUATION REPORT
(A confidential report based on Independent observations done
during one
month training period
At Bandarawela Divisional Secretariat)
BY
SRI LANKA ADMINISTRATIVE SERVICE CLASS III CADET OFFICERS (2015
INTAKE)
A.H.N. CHINTHAKA
S.V. WETTTASINGHE
N.L.S. PIUMLA
H.K.A.B.S. KODITHUWAKKU
-
ACKNOWLEDGEMENT
First of all we are as a team really grateful to extend our
sincere and heartfelt gratitude to our
course coordinator Mr. D.V. Bandulasena Additional Director
General of SLIDA for
providing us this valuable opportunity.
We extend our heartfelt gratitude to the Divisional Secretary
Bandarawela Mr. Nihal
Gunarathne and Assistant Divisional Secretary Ms. K.A.J.
Priyangika for the given
inspiration and constructive suggestions with a proper vision.
Without their help and advice
this document and our journey during this month will not be a
success.
A gracious mention must be made of the District Secretary Mr.
D.A.L. Nimal Abeysiri,
Additional District Secretary Mr. Gamini Mahindapala Jopheus and
Assistant District
Secretary Mr. W.M. Chaminda Weerasinghe for their immense
effort, valuable guidance and
advice given to make this experience a success.
Last but not the least we wish to thank all whom we missed to
mention above but helped us
in many ways during the past month for making this practical
learning experience a success.
-
Contents INTRODUCTION
.......................................................................................................................................
4
DATA COLLECTION PROCEDURE
.............................................................................................................
5
Primary data collection
.......................................................................................................................
5
Secondary data collection
...................................................................................................................
5
DATA ANALYZIS
.......................................................................................................................................
6
Questionnaire number one Employee Satisfaction
.........................................................................
6
Part 1 - Personal details of the employees
.....................................................................................
6
Part 2 - Job Satisfaction
...................................................................................................................
9
RESULTS
................................................................................................................................................
21
Questionnaire number one Employee Satisfaction
.......................................................................
21
Part 1 - Personal details of the employees
...................................................................................
21
Part 2 - Job Satisfaction
.................................................................................................................
22
Questionnaire number two Customer Satisfaction
.......................................................................
22
DISSCUSION AND RECOMMENDATIONS
..............................................................................................
23
RECOMMENDATIONS GIVEN BY EMPLOYEES
.......................................................................................
26
-
INTRODUCTION
As a compulsory completion of one month attachment to get
exposure to the divisional level
administrative experience, we, 2015 intake of Sri Lankan
administrative service officers
came to the Bandarawela Divisional Secretariat on 8th
of October 2015. With the guidance
given by the Divisional Secretary and Assistant Divisional
Secretary, apart from having a
mere surface learning process, we had to study the way of
dealing with day to day
administrative problems by focusing with a philosophical and
penetrative vision.
The ultimate result of that process is this report which
consists of an evaluation on Employee
satisfaction and customer satisfaction measured by two
well-constructed questionnaires and
pros and cons of the office and the Divisional Secretary based
on what we observed as
independent observers.
-
DATA COLLECTION PROCEDURE
Primary data collection
In primary data collection, collect the data using qualitative
and quantitative methods. The
key point here is that the data collected is unique and, until
you publish, no one else has
access to it.
There are many methods of collecting primary data. Here in this
report, following methods
are used to collect primary data.
1. Questionnaire two questionnaires were prepared to gather data
on Employee
satisfaction and Customer satisfaction. (Annexure 01 and 02)
2. Observation Ethical behavior, customer care etc.
3. Case studies to understand the Management styles, Leadership
styles
4. Direct interviews targeting Staff grade officers
5. Focus group discussion - discussions on special issues
regarding the public
6. Forums (Meetings/ Discussions) Progress review meetings,
discussions on
special issues in the division
Secondary data collection
Secondary data refers to data that were collected for other
studies. For the first researcher
they are primary data, but for the second researcher, they are
secondary data. In divisional
secretariats, following sources are recognized as secondary
data.
1. Resource profile
2. Citizen charter
3. Carder information
4. Web sites
5. Project proposals
6. Circulars
7. Manuals
8. Minutes
9. Code of ethics
10. Progress reports
-
6
22%
51%
24%
3%
Position of the employees
Management Assistant
Development officer
Grama Niladari
Office employeeasistant
DATA ANALYZIS
The main objective of this section is to present data which were
collected through two
questionnaires in order to summarize the data and to analyze
them statistically. The
questionnaire number one is developed to gather data about
employee satisfaction. It has been
designed based on two parts. Part one consists of personal
details of the employees and part
two consist of information about job satisfaction.
The questionnaire number two is developed to gather data about
customer satisfaction. The
findings of study data has been presented in this document on
graphs, drawings, pie charts
and bar charts with techniques which are available in MS Excel
and Statistical Package for
Socio Science named (SPSS) 16 version used to analyze data.
Questionnaire number one Employee Satisfaction
Sample Profile
Sample consisted of 80 employees which covered the Management
Assistants, Development
officers, Grama Niladhari, Office employee assistant etc.
Part 1 - Personal details of the employees
1. Composition of the sample according to the job position
Position Number of employees
Percentage
Management Assistant 18 22%
Development officer 41 51%
Grama Niladari 19 24%
Office employee assistant 2 3%
Total 80 100
Above data can be presented by using a pie hart as follows.
-
7
0%
55%
6%
39%
Total Service period in government sector
Less than 01 year
between 1 -5 years
between 6 - 10 years
More than 10 years
4
31
42
3
0
5
10
15
20
25
30
35
40
45
G.C.E. Ordinary Level G.C.E. Advance Level Graduates Post
Graduates
Nu
mb
er o
f em
plo
yee
s
highest educational level
highest educational level obtained
2. Composition of the sample according to the total service
period in the public
sector
Total Service period in government sector Number of employees
Percentage
Less than 01 year 0 0%
between 1 -5 years 44 55%
between 6 - 10 years 5 6%
More than 10 years 31 39%
Total 80 100%
Above data can be presented by using a pie hart as follows.
3. Composition of the sample according to the highest
educational level
obtained.
highest educational level obtained Number of employees
Percentage
G.C.E. Ordinary Level 4 5%
G.C.E. Advance Level 31 39%
Graduates 42 52%
Post Graduates 3 4%
Total 80 100%
-
8
22%
78%
working in the different department in the office
working in the differentdepartment in the office
Not working in thedifferentdepartment in the office
4. Composition of the sample according to the working in the
different
department in the office
Number of employees
Percentage
working in the different department in the office
18 77%
Not working in the different department in the office
62 23%
Total 80 100%
Above data can be presented by using a pie hart as follows.
-
9
Part 2 - Job Satisfaction
In this study, our aim is to observe job satisfaction of
employees based on following
dimensions.
1. Job content
2. Appreciation of superiors
3. Relationship with colleagues
4. Working environment
5. Work life balance
6. Organizational values
7. Career opportunities
8. Training opportunities
9. Working conditions
10. General questions on overall
satisfaction
1. Job content
Question number 07 -
Number of employees Percentage
Strongly Disagree 1 1
Disagree 3 4
Average 24 30
Agree 38 48
Strongly Agree 14 18
Not answered 0 0
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No. 4
Agreed. As it means, the 48% of the employees agreed to this
statement.
Question number 08 -
Number of employees Percentage
Strongly Disagree 0 0
Disagree 2 3
Average 27 34
Agree 36 45
Strongly Agree 13 16
Not answered 2 3
Total 80 100
Mode 4 Agreed
According to the data analysis, the mode for this question is
No. 4
Agreed. As it means, the 45% of the employees agreed to this
statement.
-
10
Question number 09 -
Number of employees Percentage
Strongly Disagree 0 0
Disagree 23 29
Average 25 31
Agree 26 33
Strongly Agree 4 5
Not answered 2 3
Total 80 100
Mode 4- Agreed
According to the data analysis, the mode for this question is
No. 4
Agreed. As it means, the 33% of the employees agreed to this
statement.
2. Appreciation of superiors
Question number 12 -
Number of employees Percentage
Strongly Disagree 1 1
Disagree 6 8
Average 30 38
Agree 42 53
Strongly Agree 1 1
Not answered 0 0
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No.
4 Agreed. As it means, the 53% of the employees agreed to
this statement.
-
11
Question number 13 -
(. )
Number of employees Percentage
Strongly Disagree 1 1
Disagree 7 9
Average 25 31
Agree 45 56
Strongly Agree 1 1
Not answered 1 1
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No.
4 Agreed. As it means, the 56% of the employees agreed to this
statement.
Question number 14 -
Number of employees Percentage
Strongly Disagree 1 1
Disagree 13 16
Average 22 28
Agree 42 53
Strongly Agree 2 3
Not answered 0 0
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No.
4 Agreed. As it means, the 53% of the employees agreed to this
statement.
3. Relationship with colleagues
Question number 15 -
Number of employees Percentage
Strongly Disagree 1 1
Disagree 8 10
Average 9 11
Agree 50 63
Strongly Agree 12 15
Not answered 0 0
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No.
4 Agreed. As it means, the 63% of the employees agreed to this
statement.
-
12
Question number 25 - ud i;= fYaI l=i,;d ^Wod - l%Svd" l,d
wdosh& jeoshqKq lr .ekSu i`oyd ldhd,h u.ska ,nd fok
iyfhda.h ms
-
13
Question number 21 - mdkSh c,
Number of employees Percentage
Strongly Disagree 3 4
Disagree 30 38
Average 33 41
Agree 11 14
Strongly Agree 2 3
Not answered 1 1
Total 80 100
Mode 3 - Average
According to the data analysis, the mode for this question is
No. 3
Average. As it means, the 41% of the employees average to this
statement.
Question number 22 - ikSmdrl
Number of employees Percentage
Strongly Disagree 5 6
Disagree 25 31
Average 35 44
Agree 14 18
Strongly Agree 1 1
Not answered 0 0
Total 80 100
Mode 3 - Average
According to the data analysis, the mode for this question is
No. 3
Average. As it means, the 44% of the employees average to this
statement.
Question number 23 - wdmkYd,d
Number of employees Percentage
Strongly Disagree 7 9
Disagree 26 33
Average 38 48
Agree 8 10
Strongly Agree 0 0
Not answered 1 1
Total 80 100
Mode 3- Average
According to the data analysis, the mode for this question is
No. 3
Average. As it means, the 48% of the employees average to this
statement.
-
14
Question number 24 - wdydr .ekSug we;s ia:dk
Number of employees Percentage
Strongly Disagree 1 1
Disagree 21 26
Average 44 55
Agree 11 14
Strongly Agree 1 1
Not answered 2 3
Total 80 100
Mode 3- Average
According to the data analysis, the mode for this question is
No. 3
Average. As it means, the 55% of the employees average to this
statement.
Question number 32 - ldhd, mrsirfha m%shukdm nj rdcldrS ldhuj
bgq lsrSu i`oyd myiqjla we;'
Number of employees Percentage
Strongly Disagree 0 0
Disagree 3 4
Average 25 31
Agree 46 58
Strongly Agree 6 8
Not answered 0 0
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No. 4
Agreed. As it means, the 58% of the employees agreed to this
statement.
Question number 34 - mrs.Kl yd o;a; moaO;s Nd;h rdcldrS lghq;=
ldhuj bgq lsrSu i`oyd myiqjla we;'
Number of employees Percentage
Strongly Disagree 7 9
Disagree 10 13
Average 15 19
Agree 32 40
Strongly Agree 7 9
Not answered 9 11
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No. 4
Agreed. As it means, the 40% of the employees agreed to this
statement.
-
15
Question number 35 - kj jevigyka yd o;a; moaO;s ykajd oSu
ldhd,Sh lghq;= ;j rg;a ldhu lsrSu i`oyd fya;= jkq we;'
Number of employees Percentage
Strongly Disagree 0 0
Disagree 6 8
Average 15 19
Agree 39 49
Strongly Agree 10 13
Not answered 10 13
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No. 4
Agreed. As it means, the 49% of the employees agreed to this
statement.
5. Work life balance
Question number 17 -
Number of employees Percentage
Strongly Disagree 1 1
Disagree 1 1
Average 23 29
Agree 55 69
Strongly Agree 0 0
Not answered 0 0
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No. 4
Agreed. As it means, the 69% of the employees agreed to this
statement.
Question number 26 - Ihh$Ihhkag wod
-
16
Question number 27 - ffoksl rdcldrs lghq;= is lsrSu i`oyd u`.
yerS we;s rdcldrS ndOdjls'
Number of employees Percentage
Strongly Disagree 4 5
Disagree 31 39
Average 20 25
Agree 24 30
Strongly Agree 0 0
Not answered 1 1
Total 80 100
Mode 2 - Disagreed
According to the data analysis, the mode for this question is
No.
2 Disagreed. As it means, the 69% of the employees disagreed to
this statement.
6. Organizational values
Question number 19 -
(. , , )
Number of employees Percentage
Strongly Disagree 1 1
Disagree 2 3
Average 31 39
Agree 35 44
Strongly Agree 10 13
Not answered 1 1
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No.
4 Agreed. As it means, the 44% of the employees agreed to this
statement.
Question number 33 - by< ks
-
17
Question number 36 - M,odhS;djh by< kexu i`oyd ls%hd;aul lrkq
,nk ;r`. j,g iyNd.Su ;=,ska ldhd,fha ienE
M,odhS;djh ,`.d lr .ekSug yels f' Number of employees
Percentage
Strongly Disagree 6 8
Disagree 6 8
Average 26 33
Agree 37 46
Strongly Agree 3 4
Not answered 2 3
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No. 4
Agreed. As it means, the 46% of the employees agreed to this
statement.
7. Career opportunities
Question number 25 - ud i;= fYaI l=i,;d ^Wod - l%Svd" l,d
wdosh& jeoshqKq lr .ekSu i`oyd ldhd,h u.ska ,nd fok
iyfhda.h
ms
-
18
Question number 30 - wdh;kh ;=, l,ska l,g is lrk wxY yd Ihka
udre lsrS ksid kEu wxYhl rdcldrS lsrSf yelshdj we;'
Number of employees Percentage
Strongly Disagree 3 4
Disagree 6 8
Average 13 16
Agree 32 40
Strongly Agree 5 6
Not answered 21 26
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No. 4 Agreed. As it means, the 40% of the employees agreed to this
statement.
Question number 31 - fjk;a wdh;khlg ia:dk udre ,nd .ekSfoS
by< ks
-
19
9. Working conditions
Question number 34 - mrs.Kl yd o;a; moaO;s Nd;h rdcldrS lghq;=
ldhuj bgq lsrSu i`oyd myiqjla we;'
Number of
employees Percentage
Strongly Disagree 7 9
Disagree 10 13
Average 15 19
Agree 32 40
Strongly Agree 7 9
Not answered 9 11
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No. 4 Agreed. As it means, the 40% of the employees agreed to this
statement.
Question number 35 - kj jevigyka yd o;a; moaO;s ykajd oSu
ldhd,Sh lghq;= ;j rg;a ldhu lsrSu i`oyd fya;= jkq we;'
Number of
employees Percentage
Strongly Disagree 0 0
Disagree 6 8
Average 15 19
Agree 39 49
Strongly Agree 10 13
Not answered 10 13
Total 80 100
Mode 4 - Agreed
According to the data analysis, the mode for this question is
No. 4 Agreed. As it means, the 49% of the employees agreed to this
statement.
10. General questions on overall satisfaction
Question number 10 -,nd.;a wOHdmksl iqiql rdcldrS bgq lsrSfoS
m%fhdackhg .ekSu i`oyd wjldY ,ef'
Number of employees Percentage
Strongly Disagree 3 4
Disagree 16 20
Average 25 31
Agree 23 29
Strongly Agree 12 15
Not answered 1 1
Total 80 100
Mode 3- Average
According to the data analysis, the mode for this question is
No. 3 Average. As it means, the 31% of the employees average to
this
statement.
-
20
Question number 11 - ud ,enQ wOHdmk ugu yd oekg lrkq ,nk /lshdj
ms
-
21
RESULTS
Questionnaire number one Employee Satisfaction
Part 1 - Personal details of the employees
1. Composition of the sample according to the job position
51% of employees are Development officers
2. Composition of the sample according to the total service
period in the public
sector
55% of employees have total service period in public sector as
1-5 years
3. Composition of the sample according to the highest
educational level
obtained.
52% of employees are Graduates
4. Composition of the sample according to the working in
different department
in the office
77% of employees have worked in different departments in this
office
-
22
Part 2 - Job Satisfaction
1. Job content - Employee attitude on job content is in Average
satisfactory level
2. Appreciation of superiors - Employee attitude on appreciation
of superiors is in
Average satisfactory level
3. Relationship with colleagues - Employee attitude on
relationship with
colleagues is in Average satisfactory level
4. Working environment- Employee attitude on working environment
is in not
much satisfactory level
5. Work life balance- Employee attitude on work life balance is
in Average
satisfactory level
6. Organizational values - Employee attitude on organizational
values is in
Average satisfactory level
7. Career opportunities- Employee attitude on career
opportunities is in Average
satisfactory level
8. Training opportunities- Employee attitude on training
opportunities is in
Average satisfactory level
9. Working conditions- Employee attitude on working conditions
is in Average
satisfactory level
10. General questions on overall satisfaction- Employee attitude
on overall
employee satisfaction is in Average satisfactory level
Questionnaire number two Customer Satisfaction
As per the results obtained, more than 99% of customers are
satisfied by the service provided.
-
23
DISSCUSION AND RECOMMENDATIONS
There are some significant features found in this organization.
Most of them are said to be
initiated by previous divisional secretaries and there are more
to develop. The concept of
establishment of Front office, bilingual counter, shroff counter
in the basement, Grama
niladhari Sewa Piyasa, Staff grade officers in/out notice board,
easy access to Divisional
secretary, Assistant Divisional secretary and social welfare
section is significant customer
friendly features. The elegancy in the entrance adds some plus
points to the office.
Employee attitude on job content is in Average satisfactory
level. Therefore, job rotation is
recommended to increase the satisfactory level on job content.
In order to have equivalent
level of work distribution among employees, it is recommended to
conduct a study and
implement those findings.
Employee attitude on appreciation of superiors is in Average
satisfactory level. In order to
increase the satisfactory level regarding this matter, it is
recommended to formulate a
methodology to evaluate and appreciate the innovations of
employees related to their work.
Some extra work such as competitions and making a platform to
enhance their creative
writing skills etc. is vital.
Employee attitude on relationship with colleagues is in Average
satisfactory level. As this
result can be expected in urban level, it is suggested to
conduct more team building exercises,
trips, get-togethers etc.
Employee attitude on working environment and conditions are in
not much satisfactory level.
This result is something unexpected. Comparing to other
divisional secretariats in Badulla
district, Bandarawela has much more facilities than others. But
the level of maintenance is
poor such as external environment, waste management, parking
facilities, water facility,
sanitary facilities, places to have meals and specially a
canteen etc. For the maintenance
purpose, establishment of a Maintenance team consist of
competent employees is
recommended as it saves outsourced money too. Uplifting the
existing condition of the
welfare society is also recommended.
-
24
Employee attitude on work life balance is in Average
satisfactory level. For the enhancement
of this attribute, it is recommended to conduct workshops and
sessions on work life balance,
counseling, positive thinking, household productivity
enhancement techniques, Rasa
Vindana programs etc.
Employee attitude on organizational values is in Average
satisfactory level. As the
organizational values have been established already, it is
recommended to empower those
values in practice.
Employee attitude on career and training opportunities is in
Average satisfactory level.
Consideration of Human Resource Development rather than Human
Resource Management is
important factor. And also, active participation of staff grade
offices to motivate employees
to excel in their careers. Facilitating employees for their
training needs is also recommended.
Employee attitude on overall employee satisfaction is in Average
satisfactory level. As we
concentrate more on customer satisfaction, employee satisfaction
is unconsciously neglected.
But the employee satisfaction has a direct impact on customer
satisfaction, it is important to
focus more on employee satisfaction too, in order to deliver a
quality public service.
In addition to these recommendations, it is important to
re-organize the Meheyum Mediya
Operational Unit. Moving the Operational unit to downstairs
would be a much better
option. Utilizing the vacant space on walls to display the
information is recommended.
Furthermore developing a database to store information will ease
the workload in operational
unit. Using the Television in front lobby in a more effective
manner is also suggested.
-
25
And the repairing of ceiling in the 1st floor is also essential.
Optimum utilization of space
inside the sections in an efficient manner should be developed.
Also managing the free area
near the second gate effectively will create more parking
spaces.
Regarding the file management system, some divisions (ex:EHM)
should pay more attention
on maintaining files. Also it is highly advisable to maintain
the computers properly,
otherwise data on this computers may be vulnerable. Using a
proper virus guard and
practicing safe guard methods is recommended.
Finally, as a whole we observe some inability to express the
productive work done by the
office staff due to less preparation (Ex: Productivity
Evaluation Meeting/ Presentations). So it
is highly recommended being more preparative before conducting
meetings, seminars and
evaluations.
-
26
RECOMMENDATIONS GIVEN BY EMPLOYEES
Following are the summary of suggestions given by the employees
to enhance the quality of
their service and make their work more productive.
1. Trainings on computer literacy and the insufficient computer
facilities
2. Workshops on attitude change, sharing knowledge among
employees
3. When changing subjects of Management assistants,
consideration of their interest is
suggested
4. Reducing work stress by conduction relaxation session such as
music therapy,
religious programs etc.
5. Increasing the level of welfare facilities such as canteen,
water etc.
6. Identify the special skills of employees and give them
opportunities to use them for
the betterment of the office
Thank You!!!!!