State of civil services survey 2010

STATE OF CIVIL SERVICES SURVEY

Nayana RenuKumar,Centre for Good Governance, Hyderabad

An initiative to measure and benchmark the state of people

management in public service capture perspectives of

employees on the public service

Contributes to public service reforms and thereby, excellence in

people management Undertaken in most developed countries

: UK, US, Australia, Canada

some developing countries : Romania, India

Survey of public service employees

Civil Service Surveys: International Experience

CountryFrequency

PatternResponse in latest survey

Australia

State of the Services Survey

AnnualStratified Random Sample

66

Canada

Public Service Employees’ Survey

TriennialCensus

Paper66

USA

Federal Human Capital Survey

BiennialSample

On line51

UK

Senior Civil Servants’ Survey

Biennial

Sample

On line / Paper

67

State of the Services Survey : Australia

Published by Australian Public Service Commission on annual basis since 1997-98

Survey mandated by Section 44 of Australian Public Service Act 1999

Main data sources Survey of agencies

Survey of employees

State of the Service Report 2008–09 Details activities and HRM practices of APS agencies during the

year

Outlines key achievements and contributions of agencies

Measures employee satisfaction with work and work environment

Evaluates organizational effectiveness in engaging with community

State of the Services Survey : Australia

14 Dimensions of APSC survey 2008-09

About you (demographic particulars)

Improving citizen access to Government Services

General Impressions Individual Performance Management

Job Satisfaction Increasing Personal Productivity

Work-Life balance Learning and Development

Attraction and selection Leadership

Interaction with Government Record Keeping

Working with External Stakeholders

Agency (Organization) Culture

State of the Services Survey : Key Results

Motivation

Motivation

85% - Motivated to do their best possible work

97% - Willing to put in extra effort to get the job done

Job satisfacti

on

Job satisfacti

on

81% - Overall satisfaction with job

63% - Have good work-life balance

82% - Proud to work in the APS

73% - Proud to work in respective agency

Pride of associati

on

Pride of associati

on

72% - Agency has high level of integrity 78% - Manager demonstrates honesty and integrity 71% - People in the agency manage conflicts of interest effectively

Ethics and

integrity

Ethics and

integrity

Learning & Career

Development

Learning & Career

Development

56% - Have good opportunities for learning & development67% - Performance feedback enables employees to deliver required results

Public Services Employees’ Survey: Canada

Published by Canada Public Service Agency (CPSA) since 1999 Aims to gather views of Canadian Public Service employees about

workplace Results enables managers and employees to initiate tangible

actions in their department or agency, and across the Public Service Latest survey in 2008 . Responses from 170,000 out of 258,000

employees; response rate (66%)

Dimensions of PSES 2008

My Job World My OrganizationMy Skills and Career My Work UnitLabour Management Relations RetentionCommunication with Immediate Supervisor

Staffing

Harassment and Discrimination General Information

Public Services Employees’ Survey: Key Results

Leadership

Leadership

70% - Immediate supervisors keep employees informed on important issues

53% - Have confidence in senior management

Job satisfactio

n

Job satisfactio

n

74% - Satisfied with current job

79% - Have good work-life balance

Performance

feedback

Performance

feedback

70% - Receive useful feedback from supervisor on job performance

Learning & Career

Development

Learning & Career

Development

Ethics and

integrity

Ethics and

integrity

63% - Staffing process is fair and transparent

67% - Get training needed to do the job well64% - Have opportunities to develop and apply skills40% - Satisfied with career progression

Federal Human Capital Survey: USA

Published by US Office of Personnel Management (US OPM) since 2002 Aims to

Gauge impressions of its civil servants, Identify areas where agencies are doing well, and where improvement is

needed

Fourth FHCS survey, 2008 gathered responses from 212,223 Federal employees ; response rate of 51%

Dimensions of FHCS survey

Demographics LeadershipPersonal Work Experience Performance CultureRecruitment, Development and Retention

Job Satisfaction

Learning (Knowledge Management)

Benefits

FHCS Survey: Key Results

Capacity &

commitment

Capacity &

commitment

91% - Believe their work is important

84% - Know how their work relates to the agency’s goals

Job satisfactio

n

Job satisfactio

n

68% - Satisfied with jobs

75% - Get a sense of personal accomplishment from work

60% - Workload is reasonable

75% - Have good work-life balance

Performance

feedback

Performance

feedback

70% - Performance appraisal is a fair reflection of my performance

82% - Employees are accountable for achieving results

26% - Link exists between performance and pay raises

Learning & Career

Development

Learning & Career

Development

Ethics and

integrity

Ethics and

integrity

49.5 % - My organization’s leaders maintain high standards of honesty and integrity

64% - Have opportunities to improve skills

62% - Talents are well used in workplace

55% - Satisfied with training

Senior Civil Service Survey: UK

Published by Cabinet Office, U.K Aims to find out

What senior leaders in the Civil Service think about leadership in the Senior Civil Service, working in the Senior Civil Service

What improvements are needed Census of employees in the Senior Civil Service of UK comprising 4000

persons Last SCS survey in 2006; Responses from 2985 officers; response rate of

67%

Dimensions of SCS survey 2006

Leadership and Management overall

Performance and career Management

LeadershipYour Job (satisfaction with job and work-life balance)

Learning and DevelopmentOverall perceptions of your Department and the Civil Service

Senior Civil Service Survey: Key Results

Pride of Associatio

n

Pride of Associatio

n

81% - Proud to work for the Civil Service

67% - Feel a strong sense of belonging to the Civil Service

Job satisfactio

n

Job satisfactio

n

90% - Satisfied with the job

48% - Work-life balance exists

Performance

feedback

Performance

feedback

46% - Appraisal system is fair, based on individual merit

50% - Receive regular and constructive feedback on performance

12% - Poor performance is dealt with effectively

Learning & Career

Development

Learning & Career

Development

Commitment

Commitment

98% - Committed to seeing the Department succeed

91% - Willing to put in a great deal of effort beyond what is normally expected to help the dept. succeed

80% - Satisfied with learning & development opportunities

STATE OF CIVIL SERVICES SURVEY 2010, INDIA

State of Civil Services Survey 2010, India

Objectives of the Civil Services Survey Assess enabling factors w.r.t personnel policies, work

environment etc. in meeting respective service objectives

Capture patterns and trends to identify systemic and process related deficiencies, if any

Make available data and analysis on the structural and personnel aspects (secondary data and the perception of the members of the respective services)

Specify procedures and develop templates so that the study may be carried out periodically in the future

Scope of the survey : Three All India Services Seven Group- A Central Services

Cadre strengthCadre Strength(Actual) Probationers

Net Cadre Strength

1 IAS 4572 150 4422

2 IRS(IT) 3382 310 3072

3 IPS 3232 82 3150

4 IFoS 2664 3 2661

5 IRS (C&CE) 2378 0 2378

6 IRTS 822 30 792

7 IA&AS 634 12 622

8 IFS 573 19 554

9 IPoS 443 5 438

10 IRPS 350 7 343

Total 19050 618 18432

State of Civil Services Survey 2010, India

Dimensions of the Survey

Overall perception

Harassment &

DiscriminationWorking

with external

stakeholders

Commitment & Integrity

Leadership &

Management

Performance

appraisal &

Promotions

Learning & Developme

nt

Work life balance

Postings & transfers

Job satisfaction

& motivation

Work environme

nt

Recruitment &

Retention

Personal Profile

Indian Civil

Services

Indian Civil

Services

Survey Methodology

Survey covered 18432 officers belonging to the ten select services

Identity of respondents has been kept confidential

Questions - objective- type with provision for additional comments

4808 officers responded to the survey, 26% of the total universe

S No Service Cadre strength

Response received

% of total response

% of cadre strength

1 IAS 4422 900 18.7 20.42 IA 622 359 7.5 57.73 IRS 2378 807 16.8 33.94 IFS 554 232 4.8 41.95 IFoS 2661 731 15.2 27.56 IPS 3150 741 15.4 23.57 IPoS 438 163 3.4 37.28 IRPS 343 110 2.3 32.19 IRTS 792 189 3.9 23.910 IRS 3072 570 11.9 18.611 Service (NA) - 6 0.2 -

Total 18432 4808 100 26.1

Profile of Respondents

IAS constitute largest respondents (19%) followed by IRS (17%), IPS (15%)

Female respondents account for just over 10% of the total respondent base

48% respondents are officers in the age group of 50 years or older

KEY RESULTS OF THE SURVEY

S.No Determinant Very Important

Important

1Opportunity to make a difference to society

72.8 23.6

2 Job security 51.7 41.8

3Prestige and social status associated with civil service

56 37.8

4Future career opportunities in civil service

45.6 42

5 Pay & Perquisites 25.2 57.4

6 Visible symbols of power 17.8 44.5

7Opportunity to take advantage of one’s position for personal benefits

- -

Attributes determining choice of civil services

Attributes determining choice of civil services

1. Recruitment and Placement

1. Recruitment and Placement

Level of agreement with Proposed Recruitment ReformsLevel of agreement with Proposed Recruitment Reforms

67% officers agreed that the maximum age of entry should be lowered

82% officers support post-selection counseling 54% agree with idea of lateral entry 83% want senior positions to be open to all civil services

33% officers have considered resignation from civil services at some point of their career

Better opportunities outside government cited as a major reason (45%)

1. Recruitment and Placement

Reasons for considering Resignation/ Retirement from Civil ServiceReasons for considering Resignation/ Retirement from Civil Service

2. Work Environment

50% officers feel they have adequate financial resources to accomplish their work efficiently and effectively

Only 29% feel that there is pressure owing to undue outside interference

65% confident of speaking their mind or challenging things without fear

45% officers opine that they have support of competent staff

45% feel that existing administrative policies and procedures are not helpful in dealing with indiscipline in the office

2. Work Environment

3. Job Satisfaction and Motivation

73% respondents reported satisfaction in their current assignment Key motivating factors

60% officers find all six factors listed as very important Chance to make a useful contribution (73%) and autonomy in job (71%)

ranked higher than other four factors

Key motivating factors at workKey motivating factors at work

S.No Reasons for dissatisfaction No. % (of those who responded)

1Lack of opportunity to make a useful contribution

457 46.8

2Inadequate level of authority and autonomy in one’s job

450 46.1

3Lack of opportunities to utilize and develop one’s skills

373 38.2

4Absence of congenial work environment

327 33.5

6Lack of regular feedback/ recognition of effort

324 33.2

5Lack of challenging opportunities at work

313 32.1

7 No Response 11 1.1

  Base (those who reported dissatisfaction)

976  

Reasons for lack of job satisfactionReasons for lack of job satisfaction

3. Job Satisfaction and Motivation

4. Postings and Transfers: Tenure policy

64% officers satisfied with postings as well as tenures given in those postings

52% believe postings to important posts and locations not decided on merit 58% officers feel that transfer orders are not issued keeping in mind the

specific needs of the concerned

Reasons for dissatisfaction with place of postingReasons for dissatisfaction with place of posting

5. Work-Life Balance

45% officers feel they have control over their time to a great extent; 50% have control over time to some extent

Women officers feel less in control of their time (40%) than male officers (45%)

Main factors affecting time management Lack of adequate support staff in terms of numbers

and competence - 74 %

Heavy work load - 57%

Too many meetings - 52%

6. Learning & Development

77% officers agree that civil servants need to specialize in one or more subjects

Perception about Training ProgramsPerception about Training Programs

StatementRating (% of StronglyAgree/Agree)

Training programs are too general; do not match the specific needs of job or service

65%

Even in cases where training is relevant, the post-training posting does not take into account this

85%

There is no objective and rational basis for selection of officers for training

75%

6. Learning & Development

Other sources of learning ‘very often’ depended on 58% - Newspapers 35% - Internet 18% - Books 14% - Magazines

Other sources of learning ‘very often’ depended on 58% - Newspapers 35% - Internet 18% - Books 14% - Magazines

Two knowledge sources which benefit civil servants to a great extent : On the job training (81%) ; Self development/self study (71%)

7. Performance appraisal and promotions

43% officers agree that performance appraisal system is fair, objective and transparent

73% feel that short-term goals are valued more in appraisals

Opinion on performance appraisal issuesOpinion on performance appraisal issues

8. Leadership and Management

32% officers feel that senior officers do not take time to mentor juniors 40% feel that senior officers are incapable of taking tough decisions 44% opine that seniors are impartial and fair in dealing with subordinates

Perception about Senior OfficersPerception about Senior Officers

9. Commitment and Integrity

Uphold ethics in spite of personal risks

Approach influential people and use other means to get good postings, etc.

70% agree that majority of officers do not approach influential people or use other means to get good postings etc

Officers uphold ethics, rules etc. in spite of personal risks involved

42% majority of officers do so 23% such officers are few or very few

9. Commitment and Integrity

Perception of prevalence of unethical practices in their services Highest among IAS and IPS

Lowest among IA&AS, IFS and IRS (C&CE)

81% feel that political corruption takes place because there are always some civil servants willing to collaborate

Majority of respondents felt that Corrupt officers get away without being punished.

Corrupt officers are able to get the most sought after postings

Honest officials are harassed through baseless complaints and investigations

10. Working with External Stakeholders & Improving Service Delivery

Civil servants have a positive image of themselves regarding their relationship with external stakeholders

41% - civil servants consider external stakeholders as equals 59% - civil servants are concerned about quality of services

Large number of neutral responses

Responses regarding interaction with external stakeholders

Responses regarding interaction with external stakeholders

36% have been a victim of harassment in their service Proportion marginally higher

among the male officers (36%) than females (34%)

Source of harassment Individuals with authority over

them (86%) Political representatives (40%)

36% have been a victim of harassment in their service Proportion marginally higher

among the male officers (36%) than females (34%)

Source of harassment Individuals with authority over

them (86%) Political representatives (40%)

11. Harassment and Discrimination

Harassment

20% officers has faced discrimination

Reasons : Community (53%)

Sex (18%)

20% officers has faced discrimination

Reasons : Community (53%)

Sex (18%)

Discrimination

Are there enough avenues for redress of grievances ?

12. Overall perception about civil services

85 % have enjoyed their work in the civil service Higher level of satisfaction among the senior officers

85 % are proud of being members of the service Feeling equal among male and female officers Feeling highest amongst AIS officers (IAS,IPS,IFS)

Only 50% would recommend civil services as a career for their children

Overall perception about civil servicesOverall perception about civil services

Comparative picture

AttributesAustralia

Canada

UK US India

Job satisfaction 81 % 74% 90% 68% 73%Have good work-life balance

63% 79% 48% 75% 45%

Learning and development opportunities exists

56% 64% 80% 64% -

Performance appraisal is fair and transparent

67% 70% 46% 63% 43%

Overall perception – Pride in belonging to the civil service

82% - 81% - 85%

Thank you