Employee satisfaction survey responses of agree or strongly agree will indicate they are satisfied with the FMLA/ADA vendor's services.  (FY; Annually)  This measurement is important to track and determine whether or not the FMLA/ADA vendor is providing quality services and meeting the City's service expectations.  Service quality issues will be easily identifiable to address with the FMLA/ADA vendor, as appropriate.

HR ELR staff will conduct an annual internal employee satisfaction survey through Survey Monkey.  Staff will collect, compile, and analyze FMLA/ADA employee satisfaction surveys annually.

Total # satisfied survey employees divided by total surveyed employees per year = % satisfied employees in the fiscal year.  If % change is 85% or more then met KPI.  If % change is less than 85% then failed to meet KPI.