Member Survey Results

Refining Our Services Through Your Feedback

CIS is dedicated to continuous improvement, and the insights from our recent member survey are invaluable in helping us enhance our services for Oregon's cities and counties. We rely on your feedback to guide our efforts in refining our offerings and ensuring they meet your evolving needs.

A key highlight of the survey is the high level of satisfaction with CIS staff expertise. 93% of respondents rated their knowledge and professionalism as "very satisfied" or "satisfied."

Overall, CIS services received an impressive 97% rating for meeting or exceeding expectations, a clear indication of our staff's commitment to exceptional support.

This positive assessment is reflected in these comments from our members.

Members also appreciate the expertise and personal connection they experience with CIS staff, noting that "CIS staff are the best! They are subject matter experts in their field. They bring their technical expertise and the human connection/understanding to each claim. We are not simply dollars and cents but individuals."

Alongside this positive feedback, we acknowledge areas where we need to improve. Concerns raised by members include:

Cost of Coverage: The increasing cost of coverage is a significant concern for many members.
Employee Benefits: Members also highlighted concerns about rising healthcare costs, invoice timing, prescription benefits accessibility, first responder support (mental health and counseling), life insurance customer service, rural healthcare access, and wellness resource expansion.
CIS Learning Center navigation.

CIS is taking concrete steps to address these concerns. Our Risk Management team is dedicated to helping members control costs by proactively reducing losses. This is achieved through services like onsite inspections, Best Practice reviews, and pre-loss services and training, all aimed at mitigating claims and ultimately, coverage costs.

CIS is also committed to enhancing support for first responders' mental health and counseling. In addition to exploring new resources, we partnered with Canopy EAP to launch a targeted communication campaign to raise awareness of the counseling and mental health services available to them.

CIS-Connect is continuously being improved for open enrollment, incorporating member feedback to enhance usability. The Benefits team will also provide education through health and benefits fairs and quarterly training videos.

These efforts are guided by specific goals:

We are constantly striving to improve the CIS Learning Center. In response to member feedback, we’ve expanded our Help Desk, which includes video tutorials and step-by-step guides for both learners, managers and system administrator. The Help Desk also includes our contact information, and we regularly schedule onboarding orientations for new administrators. Our training team remains available for ongoing consultation and support as members navigate the system.

CIS values member feedback as a driver for positive change and is committed to providing the highest level of service and support to Oregon's cities and counties.

CIS is proud to serve 98% of Oregon cities and 81% of Oregon counties, demonstrating our commitment to supporting local government throughout the state. We will continue to listen to our members and work diligently to provide the services and expertise you rely on. By working together, we help Oregon cities and counties to be safer, stronger, and healthier.