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Hawaii Judiciary 20/20:
Our Vision
“…to determine how the Judiciary’s mission may evolve, or should evolve,
between now and the year 2020, and to determine how the Judiciary can
most effectively achieve this mission.”
from the Order Establishing the Judiciary Strategic Planning Committee,
dated October 3, 2011
Final Report of the
Judiciary Strategic
Planning Committee
CONTENTS
Page
I. Introduction 1
II. Strategic Issues and Recommended Actions 5
Access to Justice 5
Fair and Timely Case Resolution 6
Public Understanding, Trust, and Confidence 7
Sound Infrastructure 8
A Strong Workforce, Committed to Public Service 9
Physical /Technological Security and Disaster Preparedness 10
III. Acknowledgements 11
Appendix
Order Establishing the Judiciary Strategic Planning Committee
(Hawaii Judiciary 20/20: Our Vision) and Appointing Its Members A
Employee Survey Instrument and Statistical Results B
Stakeholder Survey Instrument and Statistical Results C
General Population Survey Instrument and Statistical Results D
1
Introduction
The Hawaii Judiciary 20/20: Our Vision strategic
planning process was initiated by Chief Justice
Mark E. Recktenwald in October 2011. The
strategic planning process was intended to be
open and transparent and provide multiple
opportunities for Judiciary employees, key
stakeholders in the justice system, and the
general public to contribute their respective
visions for the future of the Hawaii State
Judiciary (Judiciary).
This is a critical time for the State of Hawaii and
for the Judiciary: we have endured serious
budget reductions; we have sacrificed programs
and services to achieve substantial economies;
and we have new leadership. Our statewide,
unified court system will continue to be
challenged by our need to achieve both
economies of scale and flexible responses to
evolving conditions.
The Strategic Planning Committee (Committee)
appointed by the October 3, 2011, Order of the
Chief Justice (Order) was given the task of
developing a recommended plan to shape the
future of the Judiciary between now and 2020,
consistent with the Judiciary’s stated mission:
“…to administer justice in an impartial, efficient
and accessible manner in accordance with the
law.”
The Committee met twenty-one times in
plenary session. The meetings were typically
three hours long and involved both structured
presentations and discussion among Committee
members. Four full-day meetings were held on
Oahu, and neighbor island Committee members
flew to Oahu in order to facilitate discussion.
At the Committee’s first meeting, information
about past and current strategic planning
initiatives in other state judiciaries was
presented, and Committee members discussed
qualities, issues, and priority areas that
appeared to assist judiciaries across the country
achieve their respective missions. Committee
members were encouraged to utilize an on-line
collaboration tool to monitor the latest activity
on the project, post “bright ideas,” review files
uploaded by support staff, and comment on
drafts of work by other Committee members.
Additionally, the Committee’s meeting agendas
and summaries were linked to the Judiciary’s
intranet home page so that Judiciary employees
might be informed about the Committee’s
work.
Sub-committees and workgroups were regularly
formed to address issues that arose from the
full Committee’s discussions. Among them
were: the employee survey sub-committee, the
procurement sub-committee, the employee
survey analysis sub-committee, the public
survey sub-committee, a security sub-
committee, a technology sub-committee, a
communications sub-committee, a training sub-
committee, a facilities sub-committee, a staffing
sub-committee, and a management culture and
leadership sub-committee. Each sub-
committee selected a chairperson to present
the sub-committee’s findings to the full
Committee and to organize its meetings and
prepare its written reports. Neighbor island
sub-committee members participated via
videoconferencing and/or teleconferencing.
The employee survey sub-committee developed
and, after review and revision by the full
Committee, rolled-out a comprehensive
employee survey, ensuring that all Judiciary
employees had an opportunity to provide input
into the Committee’s work. The employee
2
survey received an extraordinary number of
responses – approximately 80% of Judiciary
employees took the survey, and an impressive
one-third of those provided written comments
on how the Judiciary could be improved.
In response to the survey, many employees
stated that they would like the opportunity to
provide ongoing feedback to the Committee.
The Committee responded by creating an online
comment form where employees were able to
communicate their thoughts and ideas with the
Committee on an ongoing basis.
Preliminary statistical analysis of the employee
survey results was performed by a sub-
committee and indicated that the following
topics were of particular interest to Judiciary
employees: training; facilities; technology,
including the Judiciary Information
Management System (JIMS); staffing; security;
and management culture and leadership. The
survey analysis sub-committee then took the
preliminary results and examined various cross
tabulations in order to extract more detailed
information from the data. The survey analysis
sub-committee shared its findings with the full
Committee and, after discussion, added other
cross-tabulations to their survey analysis.
During the initial period of the Committee’s
work and at the direction of the Chief Justice,
the Judiciary applied for and was awarded a
technical assistance grant by the State Justice
Institute to support the Strategic Planning
effort. In response to a Request for Proposals
advertised by the Judiciary’s Procurement
Office in January 2012, several contractors
expressed an interest in assisting in the
development of a comprehensive, statewide,
strategic planning process for the Judiciary. A
procurement sub-committee was formed to
evaluate the proposals received, interview the
potential offerors, conduct reference checks,
and make a final decision regarding the
contractor selection. On March 14, 2012, the
procurement sub-committee finalized their
selection, and on March 20, 2012, the Notice of
Award was sent to SMS Research and Marketing
Services, Inc. (SMS). At the full Committee
meeting on March 30th, SMS consultants were
invited to examine the employee survey results
and report any additional findings to the
Committee.
During the late spring, facilitated meetings with
both Judiciary employees and other
stakeholders in each of the judicial circuits were
conducted by SMS to identify major issues
affecting the Judiciary’s future and to hear from
employees and others what actions might be
considered. Summaries of these visioning
sessions were shared with all Committee
members. Sub-committees were formed and
subsequently met with subject-matter experts
regarding these and the earlier-identified areas
of particular employee interest. These reports
were shared with all Committee members.
In July, the entire Committee met on Oahu for a
full day’s discussion of the broad range of input
received from Judiciary employees through the
survey results, interviews with subject-matter
experts, and visioning sessions conducted with
employees in each of the circuits. Ideas about
the Judiciary’s strengths, weaknesses,
opportunities, and challenges also were
discussed. Although the strengths of the
Judiciary, as an institution, were closely
identified with its employees, significant
problems also were identified, some of a long-
standing nature. Many of these problems/
limitations were attributed to a lack of fiscal
resources; some to a lack of uniformity or
standardization in the Judiciary; and others to
3
breakdowns in communication and institutional
barriers to information sharing. Problems
which seemed to suggest an institutional need
to re-examine core priorities or the mission of
the Judiciary were deemed to be outside the
scope of the Committee.
Throughout the summer, interviews with public
and private sector stakeholders in all circuits
were conducted by the Committee co-chairs
and by SMS. These groups and individuals had
been identified by the Committee as having a
recognized interest in the Judiciary’s
operations. Members of the Hawaii State Bar
Association; union leaders; state legislators;
county council members; executive branch
department heads; members of Judiciary
boards, commissions, or committees; social
service agency heads; and others in the private
sector also were invited to provide input into
the strategic planning process by completing an
anonymous online survey. A total of 105
“stakeholder” surveys were completed. In
addition, a press release was issued and a link
was included on the Judiciary’s public website,
inviting public response to a “general public”
online survey. A total of 488 “general public”
surveys were completed. The two online
surveys differed in the number and kinds of
questions asked.
In September, the entire Committee met again
on Oahu for two full days. At these meetings,
facilitated by SMS, Committee members
discussed the input of external stakeholders
and the general public, were presented external
trends analysis by SMS, and preliminarily
integrated the internal and external concerns
expressed into strategic issues. The six strategic
issues: access to justice; fair and timely case
resolution; public understanding, trust and
confidence; sound infrastructure; a strong
workforce, committed to public service; and
physical/technological security and disaster
preparedness were further refined by various
sub-committees. It was clear from the feedback
received that some of the expectations of
stakeholders and the general public were not
being met by the Judiciary. Again, a lack of
fiscal resources could be responsible for some
of the dissatisfaction with court-related
services. In other instances, some of the unmet
expectations might also have been addressed if
the Judiciary directed more resources to
informing the public about its role in the justice
system and services available to court users.
The twentieth meeting of the full Committee
was held November 2nd on Oahu; it was a full-
day meeting during which Committee members
chose the recommended actions to be included
in the Committee’s final report to the Chief
Justice. In the process of reviewing the many
worthwhile “recommended actions,” and
determining those to be included in the final
report, the Committee was faced with the
difficult task of refining the list, and as such, a
number of these did not make it into the main
body of the Report. Regardless, the Committee
gratefully acknowledges the input provided by
Judiciary employees, subject matter experts,
and members of the public who took time to
contribute their ideas and recommendations.
Drafting of the final report proceeded with the
assistance of several Committee members; the
final product received the approval of the entire
Committee. The outline format of the Report
should not be viewed as the Committee’s
prioritization of the included strategic issues
and recommended actions.
The Committee is very aware of the State’s still
unsettled economic situation, the Judiciary’s
limited financial resources, ongoing budget
4
concerns, and projected deficits for the fiscal
biennium. Many of the Committee’s
recommended actions have the potential to
save costs, and others to provide guidance as to
what is needed to more efficiently and
effectively serve those seeking the Judiciary’s
assistance. Still others, though, will need to
await funding. The Committee believes that
one of the most important factors in allowing
the Judiciary to fulfill its mission or to
implement almost any of the recommended
actions included in this Report is the availability
of sufficient and stable funding.
This Report marks a milestone in the Judiciary’s
on-going strategic planning process and offers a
number of recommended actions to guide our
vision into the future.
5
I. Access to Justice
Hawaii’s Judiciary shall strive to improve access to justice and shall continue to support, where
possible, the mission of the Access to Justice Commission.
A. Make justice accessible for all.
Recommended Actions:
1. Expand and establish centers where Judiciary forms, information, and assistance
navigating through the court process and system are provided to self-represented
parties via technology (e.g., public access computers) or by Judiciary personnel.
2. Create additional centers where legal advice is offered by volunteer attorneys, in
person, or via technology where limited demand or resources make physical centers less
feasible.
3. Ensure that baseline information for each Circuit is posted on the Judiciary’s internet
site, available via mobile applications and in multiple languages, with sufficient guidance
to assist self-represented court customers.
4. Facilitate the use of interpretation services by installing equipment in courtrooms to
allow for video-based American Sign Language (ASL) interpretation and language
interpretation for individuals with limited English proficiency.
B. Enhance understanding and respect for all people.
Recommended Actions:
1. Develop and implement an internal training curriculum for staff and judges, including
customer service training, on cultural awareness and barriers to access to justice.
2. Provide training for staff and judges on the Hawaii State Judiciary Bias Awareness and
Prevention Guide.
C. Encourage alternatives to litigation for resolving disputes.
Recommended Actions:
1. Enhance the availability of mediation and other alternative dispute resolution (ADR)
programs currently offered by the Judiciary.
2. Expand the kinds of ADR methodologies available, including processes online, and
expand the institutional capacity for peer mediation in schools and in state and county
workplaces.
6
II. Fair and Timely Case Resolution
Fair and timely case resolution are essential components of the administration of justice. Due
process and equal protection of the law; impartial treatment; and a system free from interest,
bias, or prejudice are all necessary before the community can conclude that a case has been
fairly decided. Efficient and effective resource allocation, court operations, and case scheduling;
alternative dispute resolution; and the use of best practices all contribute to the timely
resolution of cases.
A. Minimize delays for court customers.
Recommended Actions:
1. Establish an intra-circuit committee to identify workflows, policies, and procedures to
be standardized in order to make case processing more efficient and effective.
2. Promote and enhance the use of technology for limited court appearances at the court’s
discretion by, for example, allowing telephone or video appearances in certain types of
proceedings.
3. Establish an internal committee to review Court calendar procedures and practices,
using input from court users, to ensure that court calendars provide for the most
efficient disposition of cases.
4. Explore opportunities to standardize forms across circuits, where possible, using court-
specific committees (judges, administrators, and court employees) to submit
recommendations to the Rules Committee for review/submission to the Supreme Court.
B. Optimize the use of court time.
Recommended Actions:
1. Evaluate whether the assignment of administrative duties to Chief and Deputy Chief
Judges are consistent with the effective and efficient operation of the courts and the
core functions of judges.
2. Expand the Hawaii Appellate Mediation Program to include an appellate mediator
position dedicated to mediating complex cases and holding mandatory case
management conferences for all civil appeals, except as excluded under Rule 2, Hawaii
Appellate Mediation Program Rules.
3. Create staff mediator positions at the Family Court to which Family Court cases may be
referred.
7
III. Public Understanding, Trust, and Confidence
The integrity of the justice system relies on judicial decisions that are independent of political
and other external influences and on the public’s understanding and support of that system.
Similarly, public trust and confidence in the system depend on the Judiciary’s workforce
adhering to high ethical standards, exercising professionalism and care in dealing with
colleagues and court users, communicating the independent role of the Judiciary, being
accountable for the use of public funds, and improving the openness and transparency of the
system.
A. Increase public understanding of and confidence in the Judiciary.
Recommended Actions:
1. Dedicate additional resources to identify, create, manage, and support civic education
initiatives by partnering with other public and private organizations to promote public
understanding, trust, and confidence in the justice system.
2. Utilize technology, where possible, to allow probation officers to more closely monitor
probationer compliance (e.g., check-in using retinal scans or fingerprints to verify a
probationer’s identification, and to make restitution payments).
3. Create an information center which provides advice/direction on accessing the Judiciary
on multiple platforms (e.g., telephone, web, and mobile applications).
B. Enhance the Judiciary’s openness and transparency to the public.
Recommended Actions:
1. Identify and share Judiciary performance standards and measures throughout the
organization.
2. Consolidate statistical recordkeeping functions and create one system that would
enable the Judiciary to monitor pending workload and cases and that would be
reflective of the work of the courts and programs in order to establish consistent
performance goals.
3. Publicize the Judiciary’s performance-related measures and standards so that the public
can evaluate whether the Judiciary meets performance expectations.
8
IV. Sound Infrastructure
Judiciary facilities and the infrastructure within which the Courts operate, including the
information technology network, systems and applications, impact the public’s perceptions of
the Judiciary, access to justice, court performance, efficient workflow, and staff effectiveness.
Judiciary facilities also have a profound impact on the natural environment. Buildings which
incorporate environmentally sound practices in both construction and ongoing operations
lessen the Judiciary’s dependence on non-sustainable and increasingly expensive sources of
energy and support the health of staff and members of the public in the Judiciary’s buildings.
Maintaining Judiciary facilities, updating and safeguarding technological systems, remodeling
facilities as needed, and constructing new facilities require ongoing oversight, and, perhaps
most importantly, budgetary resources.
A. Maintain and enhance an information technology system that supports the effective and
efficient administration of justice.
Recommended Actions:
1. Ensure that the Information Technology Plan is aligned with current Judiciary strategic
and operational goals and considers feedback from stakeholders.
2. Update, develop, and coordinate with the circuits and programs statewide standardized
policies, operating procedures, and guidelines for the administration of information
technology in the Judiciary. Ensure that these are shared with all Judiciary employees.
3. Develop and facilitate the delivery of training for end users (Judiciary employees and
public users) on the Judiciary’s information technology systems.
B. Ensure that Judiciary facilities support effective and efficient court operations.
Recommended Actions:
1. Ensure that the statewide Facilities Master Plan is aligned with current Judiciary
strategic and operational goals taking into account accessibility, security, safety, repair,
and on-going maintenance.
2. Install uniform, customer-friendly signage throughout Judiciary buildings which supports
communication with all court customers.
3. Identify and pursue alternative energy solutions that can be implemented in new and
existing Judiciary buildings.
9
V. A Strong Workforce, Committed to Public Service
Attracting and retaining a talented, diverse, and stable workforce committed to public service
and the efficient and effective administration of justice is vital to promoting public trust in the
justice system and increasing workplace productivity and morale. Investing in our employees
through training, mentoring, and other programs is crucial to achieving a strong and
appropriately-sized workforce in a constantly changing environment.
A. Ensure that staff are effectively trained to provide superior customer service.
Recommended Actions:
1. Enhance the Judicial Education Office’s training budget to expand the program’s ability
to plan, conduct, and coordinate training statewide.
2. Continue to support the efforts of the Judicial Education Office and the Committee on
Staff Education and Training to develop a comprehensive training curriculum and
implementation plan for the Judiciary statewide; with an emphasis on new employee
orientation, customer service, job specific training for staff, continuing education for IT
staff, ethics in the workplace, professional standards of conduct, as well as
management, leadership, team building, and effective communication skills for all
supervisors.
3. Maximize the effective use of technology for delivering employee training and
information by utilizing web conferencing, online video training, or other methods, in
lieu of in-person facilitated training, with its attendant high costs and time constraints.
4. Provide cross-training opportunities, where possible, to enhance employees’ knowledge
and skills for possible career advancement opportunities and to enhance operational
efficiency.
5. Where appropriate and effective, create standardized training manuals, with job specific
curricula for employees; ensure the training manuals are accessible to employees by
posting on the Judiciary intranet, where appropriate; and ensure these are regularly
updated to reflect changing processes and procedures.
B. Encourage a productive workplace.
Recommended Actions:
1. Encourage employees in their efforts to live a healthy lifestyle by providing educational
material including links on the Judiciary intranet site to programs available through
health insurers, the American Heart Association, the American Cancer Society, and other
local/national organizations.
10
2. Establish/formalize alternative processes (e.g., Ombuds office, workplace mediation
program) for employees to resolve workplace concerns.
11
VI. Physical/Technological Security and Disaster Preparedness
The Judiciary has a responsibility to provide a safe and secure environment for its employees
and for those who utilize its services. Natural and human-made hazards jeopardize the safety
and security of occupants in Judiciary facilities as well as the integrity of information entrusted
to the Judiciary. Mitigating these risks requires advance planning, employee training, and
appropriate use of adequate resources.
A. Provide a safe and secure environment for the administration of justice.
Recommended Actions:
1. Use technology, where appropriate, to supplement security practices (e.g., cameras in
parking facilities and in cell blocks, offsite monitoring of security systems).
2. Conduct periodic staff training and drills on emergency and security procedures.
3. Continue working with the Department of Public Safety to address each circuit’s specific
security needs by, among other things, implementing a Memorandum of Agreement
that ensures sufficient security.
B. Ensure the continuity of court operations in the event of an emergency or disaster.
Recommended Actions:
1. Ensure that the Judiciary’s Continuity of Operations Plan (COOP) is coordinated with all
justice system components, is continuously assessed and updated, and is appropriately
communicated to all employees.
2. Implement procedures to protect and recover the Judiciary’s vital records, both
electronic and hard copy, in the event of a natural or human-made emergency or
disaster.
3. Conduct periodic staff training, including practice drills, on the Judiciary’s COOP.
11
ACKNOWLEDGEMENTS
The “Hawaii Judiciary 20/20: Our Vision” Committee extends its sincere appreciation and aloha
to the following individuals who contributed immensely to the development of this strategic
plan to take the Hawaii Judiciary into the year 2020:
Susan A. Weber, who was appointed to the Committee by Chief Justice Recktenwald,
served on the employee survey and technology sub-committees, and left the Judiciary in
July, 2012.
Support staff members: Christina Uebelein, Elizabeth Kent, Mark Santoki, Monique
Drew, and Dee Wakabayashi
SMS consultants: Faith Rex, James Dannemiller, and Hersh Singer
National Center for State Courts: Daniel Hall, Vice President of Court Consulting
Services
Center for Alternative Dispute Resolution staff: Nadine Grace
Planning & Program Evaluation Office staff: Dan Seto, Serene Chew, and Nancy Ralston
Human Resources staff: Wade Hiraishi, Diane Takushi, and Byron Sasaki
IT staff: Daron Shimabukuro (1st Circuit), Vance Wakakuwa (2nd Circuit), Dean Ikioka
(2nd Circuit), Thomas Belcher (3rd Circuit), and Jayson Taniguchi (5th Circuit)
Fiscal staff: Naty Butay (administration), Terri Gearon (2nd Circuit); Colin Young (3rd
Circuit); and Danette Wise (5th Circuit)
Judge Reifurth’s judicial assistant, Tammy Kaina DeCenzo
Justice Duffy’s judicial assistant, Janice Matsumoto
In addition, the Committee wishes to specially recognize and thank the Judiciary employees for
their tremendous participation in the employees’ survey and focus groups, and members of the
public who participated in the public surveys and public forums.
To each of you, thank you!
APPENDIX A
_________________________________________________________________
_________________________________________________________________
Electronically Filed
Supreme Court
SCMF-11-0000719
03-OCT-2011
11:20 AM
IN THE SUPREME COURT OF THE STATE OF HAWAI
'I
In the Matter of the Establishment of
and Appointment of Members to the
JUDICIARY STRATEGIC PLANNING COMMITTEE
(HAWAI'I JUDICIARY 20/20: OUR VISION)
ORDER ESTABLISHING THE JUDICIARY STRATEGIC PLANNING
COMMITTEE (HAWAI'I JUDICIARY 20/20: OUR VISION)
AND APPOINTING ITS MEMBERS
(By: Recktenwald, C.J.)
The Hawai'i State Judiciary has been a leader in
judicial planning, instituting the first comprehensive planning
program in the nation and serving as a model for other states.
However, the Judiciary’s most recent planning survey was
completed over twelve years ago. Accordingly, now is an
appropriate time to initiate a strategic planning process to map
the future direction of the Judiciary.
The Judiciary’s mission statement, adopted in 1996,
provides: “The mission of the Judiciary as an independent branch
of government is to administer justice in an impartial, efficient
and accessible manner in accordance with the Law.” The goal of
the strategic planning process is to determine how this mission
may evolve, or should evolve, between now and the year 2020, and
to determine how the judiciary can most effectively achieve this
mission.
The strategic planning process should be guided by
principles of openness and inclusiveness, and should provide
opportunities for judiciary employees, key stakeholders, and the
public to give input that will be useful in shaping a vision for
the future of the Judiciary.
Therefore,
IT IS HEREBY ORDERED that the Judiciary Strategic
Planning Committee (Hawai'i Judiciary 20/20: Our Vision) (“the
Committee”) is established. The Committee is tasked with
developing a recommended plan to shape the future of the Judiciary
between now and 2020. The recommended plan shall be consistent
with the Judiciary’s mission.
IT IS FURTHER ORDERED that the following individuals are
appointed to the Committee:
The Honorable James E. Duffy, Jr.
The Honorable Lawrence M. Reifurth
Aileen T. Chikasuye Port, Esq.
The Honorable Harry P. Freitas
Anona L. Gabriel
Terri L. Gearon
Velma K. Kam
Jay A. Kawakami
The Honorable Rhonda I. Loo
Kathy K. Moriyama
2
Loriann M. Okita
Cheryl A. Salmo
The Honorable Trudy K. Senda
Kevin K. Takahashi
Lillian K. Takaki, Esq.
Eric A. Tanigawa
Beth Tarter
Gary T. Teramae
The Honorable Rom A. Trader
Denise K. Villanova
The Honorable Matthew J. Viola
Susan A. Weber
Dawn G. West
Janice G. Yamada
Kari L. Yamashiro
IT IS ALSO ORDERED that the Honorable James E. Duffy,
Jr. and the Honorable Lawrence M. Reifurth are designated as Co-
Chairs of the Committee.
IT IS FINALLY ORDERED that the Committee shall submit a
report to the Chief Justice describing the committee’s vision,
including specific recommendations for action, by December 31,
2012.
DATED: Honolulu, Hawai'i, October 3, 2011.
/s/ Mark E. Recktenwald
Chief Justice
3
APPENDIX B
Page 1
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
CompletingthefollowingsurveywillprovidetheJudiciarywithyourvaluedopinionwhichwillbeusedtodeterminehowthe
Judiciarycanmosteffectivelyachieveitsmissionbetweennowandtheyear2020.Thisanonymoussurvey,which
consistslargelyofmultiplechoicequestions,willtakeapproximately30minutesofyourtimeandshouldbecompletedin
onesession.Further,whilethemultiplechoicequestionsfocusonspecificsubjectareas,youhaveanopportunityatthe
endofthesurveytoprovideanycomments/suggestionsonotherareaswhichmayassisttheJudiciarywithachievingits
mission.
Shouldyourequiretechnicalassistance,pleasecontactMarkSantoki,CommunicationsandCommunityRelations
Officeratx4914.
Yourtimeandeffortsareappreciated.
I have worked at the Judiciary for:
I work in the following county:
I work in the following area:
*
*
*
0–5years
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6–10years
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11–15years
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16–20years
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21+years
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Hawaii
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Kauai
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Maui
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Honolulu(Oahu)
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AppellateCourts
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CircuitCourt
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DistrictCourt
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FamilyCourt
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CourtAdministration
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AdministrativeDepartments(AdminDirector,HumanResources,ICRD,Policy&Planning,SupportServices)
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Page 2
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
I am a:
I deal with the public:
The major duties of my position are performed:
*
*
*
Judge
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ManagerorSupervisor
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Employeewithnosupervisoryresponsibilities
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daily
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weekly
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monthly
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rarely
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inacourtroom
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atapublicservicecounter
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inanotherarea
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Page 3
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
Please indicate how strongly you agree or disagree with each of the following statements
by marking the appropriate choice to the right of each statement.
Please respond to the
best of your knowledge and from your own perspective.
Your responses will be used by
the Judiciary to determine how it can most effectively achieve its mission between now
and the year 2020.
StronglyAgree
Neutral/NotApplicable
Disagree
StronglyDisagree
Ibelieveinstitutional
knowledge(e.g.,facts,
experiences,and
“
know
how
”)
aboutmyworkplaceis
sharedamongstaff.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelievethefacilitiesand
servicesinmybuildingare
accessibletothe
public/courtuserswith
disabilities.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelieveIamheld
accountableformywork.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievethepeopleIwork
withareopentochange.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelievemyworkplaceis
successfulinproviding
accesstothepublic/court
userswithlimitedEnglish
proficiency.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievetheJudiciary
encouragesinnovative
thinking.
nmlkj nmlkj nmlkj nmlkj nmlkj
Page 4
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
Please indicate how strongly you agree or disagree with each of the following statements
by marking the appropriate choice to the right of each statement.
Please respond to the
best of your knowledge and from your own perspective.
Your responses will be used by
the Judiciary to determine how it can most effectively achieve its mission between now
and the year 2020.
StronglyAgree
Neutral/NotApplicable
Disagree
StronglyDisagree
Ibelievesufficient
informationaboutthe
Judiciaryanditsprograms
isavailabletostaff.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelieveemployeesinmy
workplaceconduct
themselvesina
professionalmanner.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelieveinformation
coveringwhattoexpect
whenyoucometocourt
shouldbeavailabletothe
public/courtusersinvarious
formats.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelieveJudiciary
InformationManagement
System(JIMS)provides
betterandmoreefficient
deliveryofservicestothe
public/courtusers.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelieveproceduresand
policiesamongthe
differentcourthousesand
circuitsarestandardized.
nmlkj nmlkj nmlkj nmlkj nmlkj
Mybuilding
’
sfacilitiesare
inneedofrepair.
nmlkj nmlkj nmlkj nmlkj nmlkj
Page 5
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
Please indicate how strongly you agree or disagree with each of the following statements
by marking the appropriate choice to the right of each statement.
Please respond to the
best of your knowledge and from your own perspective.
Your responses will be used by
the Judiciary to determine how it can most effectively achieve its mission between now
and the year 2020.
StronglyAgree
Neutral/NotApplicable
Disagree
StronglyDisagree
Iknowhowtoaccess
resourcestoaddress
languageissuespresented
bythepublic/courtusers.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelieve
“
customers
”
includeotherJudiciary
employees.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievetheJudiciaryis
staffedwithprofessionals
whotreateveryonewith
respectanddignity.
nmlkj nmlkj nmlkj nmlkj nmlkj
Iknowhowtoprovide
guidancetothe
public/courtuserswithout
providinglegaladvice.
nmlkj nmlkj nmlkj nmlkj nmlkj
Irecognizemy
responsibilitytoupholdthe
publictrustaccordedtomy
position.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelieveemployeesinmy
workplacefollowupon
requestsforinformationina
timelymannertoother
Judiciaryemployees.
nmlkj nmlkj nmlkj nmlkj nmlkj
Page 6
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
Please indicate how strongly you agree or disagree with each of the following statements
by marking the appropriate choice to the right of each statement.
Please respond to the
best of your knowledge and from your own perspective.
Your responses will be used by
the Judiciary to determine how it can most effectively achieve its mission between now
and the year 2020.
StronglyAgree
Neutral/NotApplicable
Disagree
StronglyDisagree
Iamencouragedtolookfor
waystoimproveprocesses
andproceduresinmy
workplace.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelieveinformationis
availabletothe
public/courtuserstoassist
themwiththeirJudiciary
experience.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelievestandard
operatingproceduresare
adequatelydocumented
andsharedwithstaff.
nmlkj nmlkj nmlkj nmlkj nmlkj
Customerserviceishighly
valuedinmyworkplace.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievetheJudiciary
respondstoconcernsraised
bythepublic/courtusers.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievetheJudiciaryis
responsivetothecultural
andsocialdiversityofthe
public/courtusers.
nmlkj nmlkj nmlkj nmlkj nmlkj
Page 7
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
Please indicate how strongly you agree or disagree with each of the following statements
by marking the appropriate choice to the right of each statement.
Please respond to the
best of your knowledge and from your own perspective.
Your responses will be used by
the Judiciary to determine how it can most effectively achieve its mission between now
and the year 2020.
StronglyAgree
Neutral/NotApplicable
Disagree
StronglyDisagree
Ibelievestaffarementored
appropriately.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelievethetechnology
acquiredbytheJudiciaryis
basedontheoperational
needsofmyworkplace.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelievethereispublic
trustandconfidenceinthe
Judiciary.
nmlkj nmlkj nmlkj nmlkj nmlkj
Iamabletotake
advantageoftraining
opportunitiesofferedbythe
Judiciary.
nmlkj nmlkj nmlkj nmlkj nmlkj
IhavetheresourcesIneed
toeffectivelydomyjob.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelievetheresultsofthis
surveywillbeusedtomake
theJudiciaryabetterplace
towork.
nmlkj nmlkj nmlkj nmlkj nmlkj
Page 8
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
Please indicate how strongly you agree or disagree with each of the following statements
by marking the appropriate choice to the right of each statement.
Please respond to the
best of your knowledge and from your own perspective.
Your responses will be used by
the Judiciary to determine how it can most effectively achieve its mission between now
and the year 2020.
StronglyAgree
Neutral/NotApplicable
Disagree
StronglyDisagree
Ibelievetechnologyisused
effectivelytoincreasethe
public
’
s/courtusers
’
access
totheJudiciary.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelievethe
“
AlohaSpirit
”
ispracticedintheJudiciary.
nmlkj nmlkj nmlkj nmlkj nmlkj
Iknowmyresponsibilitiesif
thereisanemergency
evacuationofthebuilding
whereIwork.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievetheJudiciary
’
s
internalwebsite(Intranet)
providesusefuland
relevantinformationforits
employees.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ihaveaccesstothe
technologythatallowsme
tocompletemyworkina
timelyandefficient
manner.
nmlkj nmlkj nmlkj nmlkj nmlkj
ThetechnologyIuseinmy
workprovidesbetterand
moreefficientdeliveryof
servicestothepublic/court
users.
nmlkj nmlkj nmlkj nmlkj nmlkj
Page 9
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
Please indicate how strongly you agree or disagree with each of the following statements
by marking the appropriate choice to the right of each statement.
Please respond to the
best of your knowledge and from your own perspective.
Your responses will be used by
the Judiciary to determine how it can most effectively achieve its mission between now
and the year 2020.
StronglyAgree
Neutral/NotApplicable
Disagree
StronglyDisagree
Trainingopportunitiesare
availabletohelpme
improvemyjobskills.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievetheJudiciaryis
innovativeintheuseof
technology.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievetheJudiciary
providesasafeworking
environmentforemployees
inmybuilding.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievetheJudiciaryhas
simplifiedprocesseswhen
appropriatetomakeit
easierforthepublic/court
users.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ifeelsafeatwork.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievetheJudiciary
shouldoffer24/7customer
supporttothepublic/court
users.
nmlkj nmlkj nmlkj nmlkj nmlkj
Page 10
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
Please indicate how strongly you agree or disagree with each of the following statements
by marking the appropriate choice to the right of each statement.
Please respond to the
best of your knowledge and from your own perspective.
Your responses will be used by
the Judiciary to determine how it can most effectively achieve its mission between now
and the year 2020.
StronglyAgree
Neutral/NotApplicable
Disagree
StronglyDisagree
Ihavebeengivenessential
trainingtoperformmyjob.
nmlkj nmlkj nmlkj nmlkj nmlkj
Courtproceduresare
accessibletometoreferto
whendoingmywork.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelievetechnologyhas
madecasedispositionmore
efficient.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievetheJudiciary
utilizestechnology
effectivelytoprovide
informationtome.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievetheJudiciarydoes
agoodjobproviding
securityforitsemployeesin
mybuilding.
nmlkj nmlkj nmlkj nmlkj nmlkj
Myworkplaceisadequately
staffed.
nmlkj nmlkj nmlkj nmlkj nmlkj
Page 11
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
Please indicate how strongly you agree or disagree with each of the following statements
by marking the appropriate choice to the right of each statement.
Please respond to the
best of your knowledge and from your own perspective.
Your responses will be used by
the Judiciary to determine how it can most effectively achieve its mission between now
and the year 2020.
StronglyAgree
Neutral/NotApplicable
Disagree
StronglyDisagree
Ihaveaccesstoacomputer
withtheappropriate
softwaretodomyjob.
nmlkj nmlkj nmlkj nmlkj nmlkj
Ibelievethatmy
immediatesupervisor
communicatesimportant
informationtomeina
timelymanner.
nmlkj nmlkj nmlkj nmlkj nmlkj
IbelievethattheJudiciary
’
s
publicwebsite(Internet)
providesusefuland
relevantinformationforthe
public/courtusers.
nmlkj nmlkj nmlkj nmlkj nmlkj
Myimmediatesupervisor
followsuponmy
suggestionsfor
improvements.
nmlkj nmlkj nmlkj nmlkj nmlkj
Page 12
Judiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan SurveyJudiciary 2020 Strategic Plan Survey
The Judiciary
’
s mission is to administer justice in an impartial, efficient and accessible
manner in accordance with the law.
Please provide any additional comments/suggestions
that you may have that can be used by the Judiciary to determine how it can most
effectively achieve its mission between now and the year 2020.
Comments/suggestions
are limited to 500 words or less.
5
5
6
6
1 of 12
Judiciary 2020 Strategic Plan Survey
1. I have worked at the Judiciary for:
Response
Percent
Response
Count
0 – 5 years
31.6%
479
6– 10 years
17.7%
269
11 – 15 years
10.4%
158
16 – 20 years
13.6%
206
21+ years
26.7%
406
answered question
1,518
skipped question
0
2. I work in the following county:
Response
Percent
Response
Count
Hawaii
14.0%
213
Kauai
6.7%
102
Maui
13.8%
210
Honolulu (Oahu)
65.4%
993
answered question
1,518
skipped question
0
2 of 12
3. I work in the following area:
Response
Percent
Response
Count
Appellate Courts
5.3%
80
Circuit Court
28.5%
433
District Court
23.6%
358
Family Court
23.0%
349
Court Administration
5.2%
79
Administrative Departments (Admin
Director, Human Resources, ICRD,
Policy & Planning, Support
Services)
14.4%
219
answered question
1,518
skipped question
0
4. I am a:
Response
Percent
Response
Count
Judge
5.6%
85
Manager or Supervisor
20.3%
308
Employee with no supervisory
responsibilities
74.1%
1,125
answered question
1,518
skipped question
0
3 of 12
5. I deal with the public:
Response
Percent
Response
Count
daily
66.5%
1,010
weekly
11.6%
176
monthly
2.8%
43
rarely
19.0%
289
answered question
1,518
skipped question
0
6. The major duties of my position are performed:
Response
Percent
Response
Count
in a courtroom
20.0%
304
at a public service counter
13.2%
200
in another area
66.8%
1,014
answered question
1,518
skipped question
0
4 of 12
7. Please indicate how strongly you agree or disagree with each of the following
statements by marking the appropriate choice to the right of each statement. Please
respond to the best of your knowledge and from your own perspective. Your responses will
be used by the Judiciary to determine how it can most effectively achieve its mission
between now and the year 2020.
Strongly
Agree
Agree
Neutral/Not
Applicable
Disagree
Strongly
Disagree
Rating
Average
Response
Count
I believe institutional knowledge
(e.g., facts, experiences, and
“know-
how
”) about my workplace is
shared among staff.
19.3%
(272)
51.0%
(718)
11.6% (163)
14.0%
(197)
4.1% (58)
2.33
1,408
I believe the facilities and services
in my building are accessible to the
public/court users with disabilities.
24.8%
(349)
52.8%
(744)
9.4% (132)
8.2%
(115)
5.0% (70)
2.16
1,410
I believe I am held accountable for
my work.
55.2%
(779)
40.0%
(564)
3.0% (43)
1.2% (17)
0.6% (8)
1.52
1,411
I believe the people I work with are
open to change.
13.0%
(183)
40.6%
(572)
19.2% (270)
20.0%
(281)
7.2%
(102)
2.68
1,408
I believe my workplace is
successful in providing access to
the public/court users with limited
English proficiency.
17.2%
(242)
49.8%
(701)
23.3% (328)
7.9%
(111)
1.8% (25)
2.27
1,407
I believe the Judiciary encourages
innovative thinking.
10.9%
(153)
35.0%
(492)
24.8% (349)
20.9%
(294)
8.3%
(117)
2.81
1,405
answered question
1,417
skipped question
101
5 of 12
8. Please indicate how strongly you agree or disagree with each of the following
statements by marking the appropriate choice to the right of each statement. Please
respond to the best of your knowledge and from your own perspective. Your responses will
be used by the Judiciary to determine how it can most effectively achieve its mission
between now and the year 2020.
Strongly
Agree
Agree
Neutral/Not
Applicable
Disagree
Strongly
Disagree
Rating
Average
Response
Count
I believe sufficient information
about the Judiciary and its
programs is available to staff.
8.5%
(119)
49.4%
(688)
17.9% (250)
20.3%
(283)
3.8% (53)
2.61
1,393
I believe employees in my
workplace conduct themselves in a
professional manner.
19.9%
(277)
48.3%
(672)
12.5% (174)
14.2%
(197)
5.2% (72)
2.36
1,392
I believe information covering what
to expect when you come to court
should be available to the
public/court users in various
formats.
41.4%
(578)
47.6%
(665)
8.4% (117)
1.9% (27)
0.6% (9)
1.73
1,396
I believe Judiciary Information
Management System (JIMS)
provides better and more efficient
delivery of services to the
public/court users.
7.9%
(109)
35.2%
(487)
42.7% (591)
10.2%
(141)
4.1% (57)
2.68
1,385
I believe procedures and policies
among the different courthouses
and circuits are standardized.
4.1%
(56)
17.8%
(246)
28.2% (390)
32.1%
(443)
17.8%
(246)
3.42
1,381
My building’s facilities are in need
of repair.
43.0%
(599)
22.8%
(317)
11.8% (164)
15.7%
(219)
6.7% (94)
2.20
1,393
answered question
1,399
skipped question
119
6 of 12
9. Please indicate how strongly you agree or disagree with each of the following
statements by marking the appropriate choice to the right of each statement. Please
respond to the best of your knowledge and from your own perspective. Your responses will
be used by the Judiciary to determine how it can most effectively achieve its mission
between now and the year 2020.
Strongly
Agree
Agree
Neutral/Not
Applicable
Disagree
Strongly
Disagree
Rating
Average
Response
Count
I know how to access resources to
address language issues presented
by the public/court users.
11.3%
(155)
49.4%
(676)
23.2% (318)
13.8%
(189)
2.3% (31)
2.46
1,369
I believe “customers” include other
Judiciary employees.
28.5%
(390)
51.2%
(700)
12.8% (175)
6.2% (85)
1.3% (18)
2.01
1,368
I believe the Judiciary is staffed
with professionals who treat
everyone with respect and dignity.
11.8%
(162)
43.3%
(594)
17.8% (244)
20.3%
(279)
6.8% (94)
2.67
1,373
I know how to provide guidance to
the public/court users without
providing legal advice.
26.8%
(368)
53.5%
(734)
16.0% (220)
2.8% (39)
0.9% (12)
1.98
1,373
I recognize my responsibility to
uphold the public trust accorded to
my position.
55.2%
(758)
40.9%
(562)
3.5% (48)
0.3% (4)
0.1% (2)
1.49
1,374
I believe employees in my
workplace follow up on requests for
information in a timely manner to
other Judiciary employees.
25.7%
(354)
48.9%
(673)
10.6% (146)
11.1%
(153)
3.6% (50)
2.18
1,376
answered question
1,380
skipped question
138
7 of 12
10. Please indicate how strongly you agree or disagree with each of the following
statements by marking the appropriate choice to the right of each statement. Please
respond to the best of your knowledge and from your own perspective. Your responses will
be used by the Judiciary to determine how it can most effectively achieve its mission
between now and the year 2020.
Strongly
Agree
Agree
Neutral/Not
Applicable
Disagree
Strongly
Disagree
Rating
Average
Response
Count
I am encouraged to look for ways
to improve processes and
procedures in my workplace.
18.9%
(256)
42.5%
(576)
16.1% (218)
15.4%
(208)
7.2% (97)
2.49
1,355
I believe information is available to
the public/court users to assist
them with their Judiciary
experience.
9.5%
(129)
52.5%
(713)
23.0% (313)
13.0%
(177)
2.0% (27)
2.46
1,359
I believe standard operating
procedures are adequately
documented and shared with staff.
8.6%
(117)
38.5%
(523)
19.5% (265)
23.9%
(324)
9.4%
(128)
2.87
1,357
Customer service is highly valued
in my workplace.
26.0%
(353)
47.1%
(640)
16.4% (223)
7.8%
(106)
2.7% (37)
2.14
1,359
I believe the Judiciary responds to
concerns raised by the public/court
users.
13.6%
(184)
47.3%
(641)
26.6% (360)
9.1%
(123)
3.4% (46)
2.41
1,354
I believe the Judiciary is
responsive to the cultural and
social diversity of the public/court
users.
14.5%
(196)
52.1%
(703)
24.5% (331)
7.2% (97)
1.6% (22)
2.29
1,349
answered question
1,363
skipped question
155
8 of 12
11. Please indicate how strongly you agree or disagree with each of the following
statements by marking the appropriate choice to the right of each statement. Please
respond to the best of your knowledge and from your own perspective. Your responses will
be used by the Judiciary to determine how it can most effectively achieve its mission
between now and the year 2020.
Strongly
Agree
Agree
Neutral/Not
Applicable
Disagree
Strongly
Disagree
Rating
Average
Response
Count
I believe staff are mentored
appropriately.
7.1%
(95)
36.9%
(495)
19.3% (258)
25.5%
(342)
11.2%
(150)
2.97
1,340
I believe the technology acquired
by the Judiciary is based on the
operational needs of my workplace.
8.8%
(118)
45.0%
(604)
18.8% (252)
20.1%
(270)
7.2% (97)
2.72
1,341
I believe there is public trust and
confidence in the Judiciary.
8.3%
(112)
44.9%
(603)
26.0% (350)
16.2%
(218)
4.5% (61)
2.64
1,344
I am able to take advantage of
training opportunities offered by the
Judiciary.
12.9%
(173)
43.3%
(581)
22.1% (297)
15.6%
(209)
6.2% (83)
2.59
1,343
I have the resources I need to
effectively do my job.
11.4%
(153)
50.4%
(676)
15.1% (202)
15.9%
(213)
7.2% (97)
2.57
1,341
I believe the results of this survey
will be used to make the Judiciary a
better place to work.
22.7%
(304)
41.2%
(551)
21.1% (282)
10.4%
(139)
4.6% (62)
2.33
1,338
answered question
1,349
skipped question
169
9 of 12
12. Please indicate how strongly you agree or disagree with each of the following
statements by marking the appropriate choice to the right of each statement. Please
respond to the best of your knowledge and from your own perspective. Your responses will
be used by the Judiciary to determine how it can most effectively achieve its mission
between now and the year 2020.
Strongly
Agree
Agree
Neutral/Not
Applicable
Disagree
Strongly
Disagree
Rating
Average
Response
Count
I believe technology is used
effectively to increase the
public’s/court users’ access to the
Judiciary.
11.1%
(148)
52.8%
(702)
21.1% (281)
11.5%
(153)
3.4% (45)
2.43
1,329
I believe the “Aloha Spirit” is
practiced in the Judiciary.
11.4%
(152)
47.4%
(632)
22.6% (301)
14.0%
(187)
4.5% (60)
2.53
1,332
I know my responsibilities if there
is an emergency evacuation of the
building where I work.
31.7%
(421)
57.8%
(768)
5.6% (74)
4.1% (54)
0.9% (12)
1.85
1,329
I believe the Judiciary’s internal
website (Intranet) provides useful
and relevant information for its
employees.
24.0%
(320)
58.8%
(783)
11.9% (158)
4.5% (60)
0.8% (11)
1.99
1,332
I have access to the technology
that allows me to complete my
work in a timely and efficient
manner.
18.4%
(245)
53.8%
(716)
12.2% (163)
10.5%
(140)
5.0% (67)
2.30
1,331
The technology I use in my work
provides better and more efficient
delivery of services to the
public/court users.
14.4%
(191)
51.2%
(681)
20.7% (275)
10.5%
(140)
3.2% (42)
2.37
1,329
answered question
1,337
skipped question
181
10 of 12
13. Please indicate how strongly you agree or disagree with each of the following
statements by marking the appropriate choice to the right of each statement. Please
respond to the best of your knowledge and from your own perspective. Your responses will
be used by the Judiciary to determine how it can most effectively achieve its mission
between now and the year 2020.
Strongly
Agree
Agree
Neutral/Not
Applicable
Disagree
Strongly
Disagree
Rating
Average
Response
Count
Training opportunities are available
to help me improve my job skills.
8.4%
(111)
37.2%
(494)
23.6% (313)
21.6%
(287)
9.3%
(123)
2.86
1,328
I believe the Judiciary is innovative
in the use of technology.
7.9%
(105)
40.3%
(534)
26.3% (349)
19.3%
(256)
6.1% (81)
2.75
1,325
I believe the Judiciary provides a
safe working environment for
employees in my building.
13.6%
(180)
49.6%
(659)
13.3% (177)
16.1%
(214)
7.4% (98)
2.54
1,328
I believe the Judiciary has
simplified processes when
appropriate to make it easier for the
public/court users.
7.4%
(98)
40.8%
(541)
33.1% (438)
14.9%
(198)
3.8% (50)
2.67
1,325
I feel safe at work.
18.7%
(248)
51.1%
(676)
14.3% (189)
10.3%
(136)
5.7% (75)
2.33
1,324
I believe the Judiciary should offer
24/7 customer support to the
public/court users.
10.4%
(138)
24.6%
(325)
30.4% (401)
26.5%
(350)
8.1%
(107)
2.97
1,321
answered question
1,332
skipped question
186
11 of 12
14. Please indicate how strongly you agree or disagree with each of the following
statements by marking the appropriate choice to the right of each statement. Please
respond to the best of your knowledge and from your own perspective. Your responses will
be used by the Judiciary to determine how it can most effectively achieve its mission
between now and the year 2020.
Strongly
Agree
Agree
Neutral/Not
Applicable
Disagree
Strongly
Disagree
Rating
Average
Response
Count
I have been given essential training
to perform my job.
11.0%
(145)
49.7%
(655)
17.3% (228)
17.4%
(229)
4.7% (62)
2.55
1,319
Court procedures are accessible to
me to refer to when doing my work.
9.6%
(127)
45.3%
(597)
27.0% (355)
14.1%
(186)
3.9% (52)
2.57
1,317
I believe technology has made
case disposition more efficient.
9.8%
(129)
44.5%
(586)
32.5% (428)
10.0%
(132)
3.2% (42)
2.52
1,317
I believe the Judiciary utilizes
technology effectively to provide
information to me.
10.5%
(138)
53.3%
(701)
21.4% (281)
10.9%
(143)
4.0% (53)
2.45
1,316
I believe the Judiciary does a good
job providing security for its
employees in my building.
14.0%
(185)
45.8%
(606)
15.1% (199)
16.9%
(223)
8.2%
(109)
2.60
1,322
My workplace is adequately
staffed.
8.8%
(116)
35.6%
(470)
14.6% (193)
26.1%
(344)
14.9%
(196)
3.03
1,319
answered question
1,324
skipped question
194
12 of 12
15. Please indicate how strongly you agree or disagree with each of the following
statements by marking the appropriate choice to the right of each statement. Please
respond to the best of your knowledge and from your own perspective. Your responses will
be used by the Judiciary to determine how it can most effectively achieve its mission
between now and the year 2020.
Strongly
Agree
Agree
Neutral/Not
Applicable
Disagree
Strongly
Disagree
Rating
Average
Response
Count
I have access to a computer with
the appropriate software to do my
job.
21.7%
(287)
59.2%
(784)
8.2% (109)
7.4% (98)
3.5% (46)
2.12
1,324
I believe that my immediate
supervisor communicates important
information to me in a timely
manner.
34.3%
(453)
39.7%
(525)
10.1% (134)
9.5%
(126)
6.4% (84)
2.14
1,322
I believe that the Judiciary’s public
website (Internet) provides useful
and relevant information for the
public/court users.
17.3%
(228)
58.7%
(773)
18.2% (240)
4.3% (57)
1.4% (18)
2.14
1,316
My immediate supervisor follows
up on my suggestions for
improvements.
24.5%
(323)
37.4%
(494)
20.7% (274)
10.4%
(138)
7.0% (92)
2.38
1,321
answered question
1,326
skipped question
192
16. The Judiciary
’
s mission is to administer justice in an impartial, efficient and accessible
manner in accordance with the law. Please provide any additional comments/suggestions
that you may have that can be used by the Judiciary to determine how it can most
effectively achieve its mission between now and the year 2020. Comments/suggestions are
limited to 500 words or less.
Response
Count
553
answered question
553
skipped question
965
APPENDIX C
Hawai’I State Judiciary Stakeholder Survey Page 1
© SMS, Inc. 12/27/2012 9:07:06 AM
#2 ##2## Judiciary Stakeholder E- Survey
Thank you for agreeing to complete this survey to contribute to the Hawai‘i State Judiciary 20/10 Strategic Plan
process. You have been identified as a key member of the community who might provide insight into the
current state of the Judiciary and guidance about where it should focus its attention and emphasis as it evolves
over the next decade. This should take no more than 15 minutes to complete. Survey results will be
aggregated before sharing with the Judiciary and will remain confidential.
1. What is your experience with the Hawai‘i State Judiciary (please provide specific examples if
possible)?
2. What do you understand to be the central mission or role of the Hawai‘I State Judiciary?
3. What is the Judiciary doing well?
4. What changes should the Judiciary make?
5. Which section of the Hawai’i State Judiciary do you interact with the most?
a. The Supreme Court
b. Intermediate Court of Appeals
c. Land Court
d. Tax Appeals Court
e. Circuit Court
f. Family Court
g. District Court
h. Court Administration
i. Other: _________________
6. How well does the section you interact with the most function? How does it need to change?
7. What will be the biggest challenges to face the Hawai‘i State Judiciary over the next decade?
8. In light of those challenges, where should the Hawai‘i State Judiciary focus its attention over
the next decade?
9. Are there segments in the State, for example -- geographic or demographic -- that should
receive more or less attention from the Hawai‘i State Judiciary in the future?
10. Are there areas of specialization or groups of constituents that should receive more or less
attention from the Hawai‘i State Judiciary in the future?
11. Do you have any recommendations that you would like to see the Hawai‘i State Judiciary adopt
as goals to achieve over the next decade?
12. Is there anything else that you would like to add?
13. Please select the type of organization in which you work or to which you belong:
a. Business
b. County Government
c. Executive Branch
d. General Public
e. Government Attorney
Hawai’I State Judiciary Stakeholder Survey Page 2
© SMS, Inc. 12/27/2012 9:07:06 AM
f. Judiciary Commission or Board
g. Labor Organization
h. Legislative Branch
i. Non-Profit (Management, Attorney, or Staff)
j. Private Attorney
k. Other:______________________________
14. On what island do you interact with the Hawai’i State Judiciary the most?
a. Hawai’i
b. Kaua’i
c. Lana’i
d. Maui
e. Moloka’i
f. O’ahu
15. How many years have you interacted with the Hawai‘i State Judiciary?
a. Less than a year
b. 1 to 5 years
c. 6 to 10 years
d. 11 to 15 years
e. 16 to 20 years
f. More than 20 years
Mahalo for participating in this very important survey!
APPENDIX D
Confidential Survey Page 4
© SMS, Inc. 8/24/2012 9:24 AM
Thank you.
Confidential Survey Page 1
© SMS, Inc. 8/24/2012 9:24 AM
General Population E- Survey –
Aloha. On behalf of the Hawaii State Judiciary can you please complete this ANONYMOUS survey?
Your responses are intended to contribute to the Hawaii State Judiciary 20/20 Strategic Plan.
1. When was the last time you interacted with
someone at the Hawaii State Judiciary?
Within the last week ................................. 59%
Within the last month ............................... 16%
Within the last quarter ................................ 8%
Within the last year .................................... 9%
Over a year ............................................... 8%
Never (skip to Q 10) .................................. 0%
Not sure (skip to Q 10) ............................... 0%
2. How regularly do you interact with
someone at the Hawaii State Judiciary?
At least once a week ................................ 52%
About once a month ................................. 18%
Several times a year ................................ 22%
Just once ................................................... 8%
3. What was the nature of your last
interaction with the Hawaii State
Judiciary?
Juror .......................................................... 1%
Received a notice for Jury Duty ................ 3%
Witness ...................................................... 1%
Plaintiff ...................................................... 3%
Defendant ................................................. 2%
Family member/friend ............................... 3%
Attorney ................................................... 66%
Other affiliated professional ...................... 7%
To access a court document ...................... 5%
To pay a fine or ticket................................. 1%
Other (please describe) ............................. 9%
4. Where was your last interaction with the
Hawaii State Judiciary?
Hawaii – Hilo ...................................................... 6%
Hawaii – Kona .................................................... 4%
Kauai .................................................................. 5%
Lanai .................................................................. 0%
Maui ................................................................ 11%
Molokai............................................................... 0%
Oahu – Honolulu .............................................. 66%
Oahu – Kapolei .................................................. 9%
Oahu – Windward .............................................. 0%
5. With which court was your last interaction?
The Supreme Court ............................................ 4%
Intermediate Court of Appeals ............................ 4%
Land Court ........................................................ 2%
Tax Appeals Court ............................................. 0%
Circuit Court ..................................................... 53%
Family Court (Includes divorce, adoptions) .................. 17%
District Court (includes traffic, small claims) ................. 14%
Court Administration ........................................... 4%
Other .................................................................. 3%
Not Sure ............................................................. 1%
6. Overall how would you rate your
experience(s) with the Judiciary?
Extremely positive.............................................. 15%
Very positive ...................................................... 37%
OK ..................................................................... 37%
Very negative ....................................................... 6%
Extremely negative .............................................. 4%
Not sure ............................................................... 0%
PLEASE ANSWER THE QUESTIONS BELOW BY FILLING IN ONE BUBBLE PER LINE.
7. How satisfied are you
with the following aspects
of the Hawaii State
Judiciary?
Very
Satisfied
Satisfied
OK
Dissatisfied
Very
Dissatisfied
Don't know
a. Location of courts and
offices
24%
42%
22%
6%
5%
1%
b. Parking availability
14%
25%
29%
16%
10%
7%
c. Hours open to conduct my
business
12%
44%
33%
6%
2%
2%
d. Directional signage
(wayfinding)
9%
29%
40%
10%
3%
10%
e. Informational signage
7%
29%
40%
10%
3%
11%
n = 393
Survey #1
Confidential Survey Page 2
© SMS, Inc. 8/24/2012 9:24 AM
f. Reaching the person who can
answer my questions
8%
26%
38%
15%
7%
6%
g. Telephone calls are
answered promptly
12%
31%
31%
11%
6%
11%
h. Calls are returned within one
business day
13%
25%
29%
7%
6%
20%
i. Sufficient information
available through the telephone
9%
22%
29%
14%
7%
19%
j. Easy to navigate website
9%
28%
32%
15%
6%
10%
k. Sufficient information
available on website
8%
27%
34%
14%
7%
10%
8. How satisfied are you
with the following about
the staff of the Hawaii
State Judiciary?
Very
Satisfied
Satisfied
OK
Dissatisfied
Very
Dissatisfied
Don't know
a. Staff is knowledgeable
17%
47%
24%
7%
2%
4%
b. Staff is professional
20%
43%
23%
7%
3%
3%
c. Staff is responsive
17%
41%
25%
10%
4%
3%
d. Staff is friendly
18%
40%
25%
9%
5%
3%
e. Staff treats everyone with
respect and dignity
20%
36%
26%
8%
6%
4%
f. Staff is able to direct me to
the right person when I call the
wrong number
14%
32%
23%
9%
3%
20%
g. Staff is able to direct me to
the right person when I go to
the wrong office
14%
31%
25%
7%
3%
20%
9. How strongly do you
agree or disagree with the
following statements?
Strongly
Agree
Agree
Neither
Agree nor
Disagree
Disagree
Strongly
Disagree
Don't know
a. The aloha spirit is practiced
in the Hawaii State Judiciary
8%
38%
35%
11%
6%
3%
b.The Hawaii State Judiciary
has sufficient translation
services
2%
14%
19%
11%
4%
50%
c. The Hawaii State Judiciary is
responsive to the cultural and
social diversity of the
public/court users.
5%
23%
28%
9%
5%
30%
d. I feel safe when I’m in a
Hawaii State Judiciary facility
21%
52%
16%
5%
4%
2%
e. The Hawaii State Judiciary
maintains an appropriate level
of security screening
16%
51%
19%
7%
4%
3%
f. The Hawaii State Judiciary’s
facilities and services are
accessible to the public/court
users with disabilities
9%
33%
15%
3%
1%
38%
g. The Hawaii State Judiciary’s
facilities are clean and well
maintained
14%
50%
22%
10%
3%
1%
10. How strongly do you
agree or disagree with the
Strongly
Agree
Agree
Neither
Disagree
Strongly
Disagree
Not Sure
Confidential Survey Page 3
© SMS, Inc. 8/24/2012 9:24 AM
following statements?
Agree nor
Disagree
a. I believe the Hawaii State
Judiciary plays an important
role in the State
66%
28%
3%
1%
2%
0%
b. I respect the Hawaii State
Judiciary
45%
38%
9%
4%
4%
0%
c. I trust the Hawaii State
Judiciary
24%
42%
17%
10%
7%
0%
d. I have confidence in the
Hawaii State Judiciary
23%
42%
17%
11%
7%
0%
DEMOGRAPHICS
11. What is your age? Is it…
18 to 24 ..................................................... 0%
25 to 29 ..................................................... 3%
30 to 34 .................................................. 10%
35 to 39 ..................................................... 6%
40 to 44 ..................................................... 8%
45 to 49 ................................................... 12%
50 to 54 ................................................... 15%
55 to 64 ................................................... 29%
65 to 69 ................................................... 13%
70 or older ................................................. 3%
Decline to respond ..................................... 0%
12. What is your ethnic background?
(check all that apply)
Caucasian ................................................ 42%
African American ....................................... 0%
Hawaiian or Part-Hawaiian ........................ 7%
Japanese ................................................. 23%
Chinese ................................................... 10%
Filipino ....................................................... 4%
Korean ....................................................... 3%
Hispanic/Latino .......................................... 3%
Other (specify): __________________ ...... 8%
Decline to respond ..................................... 0%
13. What is the highest level of education
you completed?
High school degree or less ........................ 1%
Some college (including associate’s degree) ...... 5%
College grad with bachelor’s degree .......... 7%
Some graduate school ............................... 1%
Graduate or professional degree ............ 86%
Decline to respond ..................................... 0%
14. What was the total income from all
sources of all employed members of this
household in 2011? Income before taxes?
Less than $15,000 ..................................... 2%
$15,000 to $24,999.................................... 0%
$25,000 to $34,999.................................... 3%
$35,000 to $49,999.................................... 6%
$50,000 to $74,999.................................. 13%
$75,000 to $99,999.................................. 14%
$100,000 to $150,000 .............................. 29%
$150,000 or more .................................... 32%
Decline to respond..................................... 0%
15. How long have you lived in Hawaii?
Less than one year .....................................1%
1 to 5 years................................. ............... 4%
6 to 10 years.............................. ................ 7%
11 to 20 years............................. ............... 9%
More than 20 years, not lifetime............... 38%
Lifetime .................................................... 40%
Other (specify)________________ ........... 2%
Decline to respond..................................... 0%
16. Gender
Male ........................................................ 58% O
Female .................................................... 42%
Decline to respond..................................... 0%
17. What is your home zip code?
_____________
18. Do you have any comments you would like to share about the Hawaii State Judiciary?
Confidential Survey Page 4
© SMS, Inc. 8/24/2012 9:24 AM
Thank you.
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