Overview of the ACSI Best Practices Work Group

NASCSP is excited to convene the American Customer Satisfaction Index (ACSI) Best Practices Work Group (BPWG), whose purpose is to identify, document and communicate best practices for the state delivery of services to local agencies.

The ACSI measures the satisfaction of Community Services Block Grant (CSBG) eligible entities to better understand how well the States, as part of the CSBG network, operate in delivering services, and what training OCS should provide to the States to enhance their ability to effectively deliver those services.

ACSI survey data is integral to the implementation of the State Accountability Measures. And, reporting on ACSI results is a critical part of the CSBG State Plans, in which States set satisfaction targets and discuss their improvement plans, as well as the CSBG Annual Report, where States report on their most current ACSI score.

The ACSI Survey of Eligible Entities was first conducted in 2015.  The second survey was just recently completed.  Eligible entities across the network made a strong showing with over 65% responding, allowing for high confidence in the survey results.

The ACSI BPWG, facilitated by both NASCSP staff and Kate Blunt, a NASCSP/OCS consultant with extensive experience using the ACSI, is comprised of the top performing states in one or more of the areas scored by the ACSI:

  • Development of the State CSBG Plan
  • Distribution of Funds
  • Use of Discretionary Funds
  • Training and Technical Assistance
  • Monitoring and Correction Action
  • Linkages and Communication

The States represented on the BPWG include:  California, Colorado, Idaho, Illinois, Iowa, Kansas, Minnesota, Nebraska, Nevada, South Dakota, Vermont, Virginia, and Wisconsin.

The ACSI BPWG has met regularly since May to identify and discuss what each state does that is particularly effective in each of the service areas covered by the ACSI Survey.  The State Office Administrators share examples, approaches and strategies they use that in their view resulted in the state receiving high scores from their eligible entities.

NASCSP will compile a list of these best and promising practices and will hold a session at the Annual Training Conference in September to highlight particular examples and strategies in a few of the areas scored.  Additionally, NASCSP plans to conduct several webinars in the fall to share with the State Offices network examples and activities in all the service areas covered by the ACSI.  Stay tuned.