Engagement Survey Highlights

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2 Engagement Survey Highlights What is Employee Engagement? Employee Engagement is the degree to which an employee is emotionally connected and committed to their organization and their role, exerting discretionary effort for the betterment of the organization McLean & Company 1. Survey Administration completed on August 1, % participation achieved, vs. 75% in % of employees are engaged, and 23% almost engaged, significantly over both McLean benchmark (35%) and Citizens 2011 (41%) 4. Citizens has definitely moved the engagement needle positively compared to benchmark and Priority for company action items should be on those engagement drivers that scored low, and have the highest impact on engagement relative to other drivers 6. The focus for this meeting will be on understanding overall Citizens engagement results and areas to prioritize for improvement or further evaluation, and to discuss next steps. 2

3 High Level Summary of Key Findings Engagement Measure Results Engagement Driver Results 60% of employees are engaged and 23% are almost engaged. Enterprise Resources is the most engaged and Legal Services & Purchasing is the most disengaged. Engagement increases with age; the oldest employees are more engaged than the youngest. Females are slightly more engaged than males. Jacksonville is the most engaged city and Tallahassee is the least engaged. Co Worker Relationships and Culture are the highest scoring Engagement drivers Benefits is the highest scoring driver overall (Retention di driver) Compensation is the lowest scoring driver overall (Retention driver) Company Potential, Senior Management Relationships, and Department Relationships are the priority opportunity drivers. Priority driversare those drivers of engagement that scored low, but have a high impact on engagement relative to the other drivers. 3

4 60% of Citizens Employees are Engaged 1138 Employees 1009 Responses 89% Response Rate Below is our definition of each of our four engagement levels. See the appendix in this report for more information on our benchmark. This is the breakdown of Citizens' overall engagement results. Ratio of Engaged to Disengaged 1.0:1 Engaged Almost Engaged Indifferent Disengaged Engaged employees consistently exceed expectations. They are energized and passionate about their work, leading them to exert discretionary effort to drive organizational performance. Almost engaged employees sometimes exceed expectations tti and are generally passionate about their work. At times they exert discretionary effort to help achieve organizational goals. Indifferent employees are satisfied, comfortable, and generally able to meet minimum expectations. They see their work as just a job, prioritizing their needs before organizational goals. Disengaged employees usually fail to meet minimum expectations, putting in time rather than effort. They have little interest in their job and the organization and often display negative attitudes. 35% 41% 60% 24% 32% 1.5:1 3.2:1 17% 23% 14% 24% 10% 13% 7% 8.6:1 Benchmark Score 2011 Citizens Engagement g 2014 Citizens Engagement g Disengaged Indifferent Almost Engaged Engaged 4 n = 1009

5 What does an engaged workforce look like? Citizens Participation rates in the recent Employee Engagement Survey was 89% Engagement Survey Participation rates of 70% or higher is an indicator of a more engaged workforce An engaged workforce will listen and take action to address feedback received in an Engagement survey, a disengaged workforce will not listen or create action plans to address feedback received Recent research shows that only 29% of employees are engaged. g Engaged g employees are: prepared, perform at higher levels, and deliver better customer service Engaged employees are at an apex where their personal interest and interest in the organization are aligned. In other words, they are ALL IN. Engaged employees are: major contributors to the success of the organization very satisfied with their work inspired by their work, care about the future of the company, and are prepared p to invest their own effort to see to it that the organization succeeds Source McLean & Company,

6 What does a disengaged workforce look like? That leaves 71% of employees who are not engaged or actively disengaged. The disengaged employee (whether satisfied or unsatisfied) may not have started out as a disconnected employee and could just simply be in the wrong position. They may feel underutilized and not getting what they need from work. This employee may indulge in contagious negativity affecting new and existing employees. Disengaged employees: more likely to leave the organization high number of disengaged employees will affect turnover and turnover cost should be coached or aligned to higher levels of engagement; considered for different job function or more responsibility to spark engagement Source McLean & Company,