Federal Labor Relations Authority

Customer Service Survey
Report of Results

September 1998

Final Report

 
 

 

 

 

Go To:

Synopsis of FLRA's 1998 Customer Survey Report
FLRA Home Page

To view the following files, you will need the Adobe Acrobat Reader: Link to Adobe to Download the Reader

Table of Contents

FEDERAL LABOR RELATIONS AUTHORITY
CUSTOMER SERVICE SURVEY REPORT OF RESULTS

Table of Contents

I. INTRODUCTION

A. FLRA’s Organization and Functions

  1. The Authority
  2. The Office of General Counsel
  3. The FLRA’s Regional Offices
  4. The Federal Services Impasses Panel

B. Program Responsibilities

  1. Unfair Labor Practices
  2. Representation Petitions
  3. Negotiability Appeals
  4. Exceptions to Arbitration Awards

II. METHODOLOGY

A. Population of Respondents
B. Survey Contents
C. Scales Used
D. Rules for Data Interpretation
E. Abbreviations

III. OVERALL RESULTS

A. Ove rall Level of Satisfaction with Service Provided by FLRA
B. FLRA Goals and Objectives

IV. UNFAIR LABOR PRACTICE CHARGES (ULP’S) - PART A OF THE SURVEY

A. Overview
B. OGC Processes
  1. Beliefs of Respondents Involved in More ULP’s in 1996/1997
  2. Beliefs of Respondents Involved in Fewer ULP’s in 1996/1997 than in Previous Years
  3. Responses of High-Filers of FLRA Services in ULP Cases
  4. ULP Investigative Procedures
  5. Quality of Service Provided by Agent
  6. Settlement Efforts by the Regional Office
  7. Effectiveness of the Regional Office’s Settlement Efforts
  8. Office of General Counsel Decisions
a. Withdrawal Solicitation Process
b. quality of Dismissal Letters
c. Appeals Process
d. Complaint Process and Notice of Hearing
  1. General Counsel Initiatives
C. Office of Administrative Law Judges Hearing Procedures
  1. Settlement Judge Program
  2. Presiding Judge’s Decisions
D. Authority Decisions

V. REPRESENTATION PETITIONS (REP’S) – PART B OF THE SURVEY

A. OGC Processes
  1. Case Handling Procedures
  2. Quality of Service Provided by Agent
  3. Representation Elections
  4. Hearing Conducted by Regional Offices
  5. Stipulations That Result in a Decision and Order or an Election Agreement
  6. Regional Director’s Decisions and Orders
B. Authority Decisions

VI. NEGOTIABILITY APPEALS (NEG) - PART C OF THE SURVEY

A. NEG Case Handling Procedures
B. Quality of the Service Provided by Authority Employee in the Office of Case Control
C. Collaboration and Alternative Dispute Resolution Services (CADR)
D. Authority Decisions
E. Authority Initiatives on Changing Negotiability Regulations

VII. EXCEPTIONS TO ARBITRATION AWARDS (ARB) - PART D OF THE SURVEY

A. ARB Case Handling Procedures
B. Quality of the Service Provided by Authority Employee in the Office of Case Control
C. Authority Decisions
D. Issuing a Short Form Decision

VIII. AUTHORITY DECISIONS: OVERVIEW - PART E OF THE SURVEY

A. Statistical Overview
B. Use of Authority Decisions
C. Quality of Authority Decisions

IX. ALTERNATIVE DISPUTE RESOLUTION AND LABOR-MANAGEMENT TRAINING SERVICES - PART F OF THE SURVEY

X. OGC, AUTHORITY AND FLRA INITIATIVES - PART G OF THE SURVEY

A. Office of General Counsel Initiatives
  1. Policies, Guidances and manuals
  2. General Counsel Town Meetings
B. Authority Initiatives
  1. Public Meetings
  2. FLRA’s WEB Site Initiative

XI. GENERAL RESPONDENT INFORMATION - PART H OF THE SURVEY

A. Roles
B. Agency Respondents
C. Union Respondents

XII. COMMENT ANALYSIS - PART I OF THE SURVEY

XIII. MAJOR THEMES

A. Timeliness
B. Resolving Disputes
C. Improving Labor Management Relationships
D. Fairness of Decisions

XIV. SUMMARY AND RECOMMENDATIONS

Go To:

Synopsis of FLRA's 1998 Customer Survey Report
FLRA Home Page