Possible Limitations of the Data
Analysis of the Fiscal Year 2022-2023 Surveys
negative . Survey respondents also rate the overall quality of customer service . This involves sharing their opinion about how the City employee conducted the interaction – for example , whether the Department employee was helpful , respectful , and / or attempted to resolve the issue even if the employee could not speak the language of the respondent . These data points are analyzed by OCEIA to provide insight into LEP individuals ’ experiences accessing City services and information .
Possible Limitations of the Data
There are limits to how much information this survey data set can provide . Most surveys evaluate language access services in the three languages required by the LAO , which are Chinese , Spanish , and Filipino . Fewer surveys address services provided in languages that are not required , such as Arabic , Russian , and Vietnamese . Another limitation is that telephonic surveys comprise a higher proportion of completed surveys than in-person surveys . Some factors that may explain this include the ease of using the telephonic surveys and limited in-person operational capacity of City departments during the COVID-19 pandemic .
Analysis of the Fiscal Year 2022-2023 Surveys
From July 1 , 2022 to June 30 , 2023 , LANSF conducted 60 spot checks . Of these spot checks , five were completed in person and 55 were completed telephonically . Nonthreshold languages comprised a higher proportion of spot check surveys conducted in FY 2022-2023 than in previous years . This may be a contributing factor impacting the results . The spot checks were spread across 21 City departments and included the following languages : Amharic , Arabic , Filipino , Spanish , and Tigrinya .
Three important measures indicative of user experience in the surveys are :
1 ) wait time to speak with a bilingual employee or interpreter , 2 ) overall quality of language services received , and 3 ) overall quality of customer service received .
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