AGENCY: Department of Government Operations. Division of Technology Services

SERIES: 30837
TITLE: Customer Experience (CX) Research on Utah Services - raw data
DATES: 2022-
ARRANGEMENT: Chronological.

DESCRIPTION: These records include the satisfaction survey responses collected, maintained, and processed per a customer experience initiative. The initiative encompasses a portfolio of projects meant to improve how customers interact with government agencies through a standardized website. The customer experience team partners with agencies to collect feedback from the public about online and in-person interactions, empathy, satisfaction, reliability and effort scores. De-identified feedback on state services will be used in internal communications to resolve service issues, and may be used to showcase the improvement to other state agencies, stakeholders or the public.

These records are considered raw information and are contained in large databases that grow incrementally and accumulate over time, precluding its disclosure as it exceeds practical limits. The analysis results of the collected survey responses and reports generated from it will be disclosed to the public in the form of periodic customized reports published by the agency(ies) involved.

RETENTION

Retain for 10 year(s) or until administrative value met, whichever is greater

DISPOSITION

Destroy.

RETENTION AND DISPOSITION AUTHORIZATION

Retention and disposition for this series is proposed and has not yet been approved.

FORMAT MANAGEMENT

Computer data files: Retain in Office for 10 years or until administrative value met, whichever is greater and then delete.

APPRAISAL

Administrative

Administrative need remains as long as: data is being used in efforts to improve state websites and processes, and data is being analyzed in conjunction with other data sets to better understand the customer base agencies are serving.

PRIMARY DESIGNATION

Public

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