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California State University, Long BeachCalifornia State University, Long Beach
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ASM Summary Results & Action Plans

These results show the ASM level of satisfaction for the services listed below. As a result of this survey, select DAF units have created action plans to improve customer satisfaction. For further information on how to interpret results see the "List of Contents and How to Interpret Results Tables" page.

Benefits Services

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Ease of use of forms and procedures for benefits       86.7% 15
Timeliness of response to benefits questions/requests       100.0% 15
Effective problem resolution 68.0% 19 up 100.0% 15
Effectiveness of Benefits recommendations 83.0% 18 up 92.9% 14
Working relations with your department 95.0% 19 up 100.0% 15
Easy to use Benefits Services website       100.0% 10
Usefulness of benefits self service functions (myCSULB)       84.6% 13
Provides adequate communication regarding matters affecting employees (e.g. enrollment process changes to benefits services provided etc)       86.7% 15
Overall satisfaction with the services provided 100.0% 19 down 93.3% 15
Total respondents (including "Don't Knows")   19     17

Controller's Office

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Knowledge and professionalism of staff 100.0% 18 down 86.7% 15
Timeliness of payment to vendors 83.0% 18 down 80.0% 15
Effective handling of invoices (2005: Effective timeliness in handling invoices) 83.0% 18 down 73.3% 15
Responsiveness of staff to your request/question 89.0% 18 up 93.3% 15
Timeliness of GL changes and/or adjustments 83.0% 18 up 92.9% 14
Clear easy to follow policies and procedures 76.0% 17 down 66.7% 15
Overall satisfaction with the services provided 100.0% 17 down 73.3% 15
Total respondents (including "Don't Knows")   19     16

Controller's Office 06/07 Intended Action Items

  • Hiring additional Accounts Payable staff for invoice handling and travel reimbursement
  • Conduct further investigation into which policies are not clear and how to improve ease of use

Facilities Management

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Knowledge and professionalism of staff 94.0% 17 up 100.0% 15
Ease of use of key issue process 88.0% 16 down 85.7% 14
The electronic work order meets my needs 100.0% 12 down 85.7% 14
Timeliness of billing process 59.0% 17 up 80.0% 15
Accuracy of the billing process 89.0% 18 down 73.3% 15
Timeliness of response to routine requests 83.0% 18 down 81.3% 16
Timeliness of response to urgent/emergency problems 88.0% 17 up 93.8% 16
Quality of landscaping and grounds 89.0% 18 up 93.8% 16
Quality of custodial services provided 75.0% 16 up 93.8% 16
Overall satisfaction with the services provided 82.0% 17 up 93.8% 16
Total respondents (including "Don't Knows")   19     16

Facilities Management 06/07 Intended Action Items

  • Seek to increase staffing levels for Custodial Services for increased services, particularly in Restrooms.
  • Make sure all customers know what services are provided and when they are to expect them in their offices.
  • Reduce response time to routine calls and provide the information and training needed for our staff to delivery meaningful (and timely) information in regard to the services provided and what to expect from Facilities Management.

Mail Services

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Timeliness of mail delivery to you 64.0% 14 up 93.8% 16
Accuracy of mail delivery 69.0% 16 up 87.5% 16
Timeliness of mail delivery to intended recipient when you are the sender 69.0% 13 up 81.3% 16
Information or training on the preparation of mail delivery 67.0% 12 up 81.8% 11
Provides adequate communication regarding matters affecting the campus community (e.g. mail schedule changes in policies services provided etc)       85.7% 14
Overall satisfaction with the services provided 63.0% 16 up 87.5% 16
Total respondents (including "Don't Knows")   19     16

Mail Services 06/07 Intended Action Items

  • Conduct workshops for the campus users on mail policy/procedures
  • Create and disseminate informative flyers regarding mailing procedures

Financial Management Information Systems

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Timeliness in completing PS Finance User ID changes 85.0% 13 up 100.0% 11
Responsiveness in resolving issues reported to FIS helpdesk (PS Finance) 83.0% 18 down 81.8% 11
Quality of technical support provided for PeopleSoft Finance System 93.0% 15 down 83.3% 12
Timeliness of weekly and monthly PS Finance reports 94.0% 17 up 100.0% 14
Availability of reports to meet end users needs 83.0% 18 down 78.6% 14
Timeliness and quality (meets specifications) of new end user reports requested 77.0% 13 up 81.8% 11
Overall satisfaction with services provided 94.0% 17 down 86.7% 15
Total respondents (including "Don't Knows")   18     16

Financial Management Information Systems 06/07 Intended Action Items

  • Meet with a cross section of ASM's to obtain specific feedback on reporting updates and needs

Payroll Services

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Ease of use of forms and procedures for timekeeping 84.0% 19 up 94.1% 17
Timeliness of response to timekeeping questions/requests 94.0% 18 up 100.0% 17
Effective problem resolution 68.0% 19 up 82.4% 17
Effectiveness of Payroll recommendations 83.0% 18 up 86.7% 15
Working relations with your department 95.0% 19 down 94.1% 17
Easy to use Payroll Services website       90.0% 10
Usefulness of payroll self service functions (myCSULB)       80.0% 15
Provides adequate communication regarding matters affecting employees (e.g. pay schedule policy changes deduction explanations services provided etc)       64.7% 17
Overall satisfaction with the services provided 100.0% 19 down 94.1% 17
Total respondents (including "Don't Knows")   19     17

Payroll Services 06/07 Intended Action Items

  • Create newsletter/FAQ's section of the Payroll Services website for dissemination of updated information
  • Broadcast e-mails to employees when there are significant changes to payroll process
  • Create a confidential space at the front payroll counter
  • Improve customer service skills of the payroll staff by conducting refresher training on customer services.

Budget Management

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Timely and accurate budget data provided upon request 100.0% 18 none 100.0% 16
Responsiveness to and correction of payroll distribution errors 94.0% 18 down 93.3% 15
Timeliness of budget transfers and Position Action Forms 94.0% 18 up 100.0% 15
Providing tools for budget projections 92.0% 13 down 90.0% 10
Overall satisfaction with the services provided 100.0% 18 none 100.0% 16
Total respondents (including "Don't Knows")   18     17

Budget Management 06/07 Intended Action Items

  • Change our HR Expenditure Adjustment process (payroll distribution errors correction process) by posting the HR Exp Adj journals more frequently during the month, then running reports and distributing them to the appropriate ASM. The ASMs will then see the impact of their adjustments immediately.

Safety and Risk Management

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Ease of use of forms and procedures for S&RM 75.0% 4 up 92.9% 14
Accessibility of S&RM personnel when needed 100.0% 4 none 100.0% 14
Responsiveness of unit/staff to your request/question 75.0% 4 up 100.0% 15
Knowledge and professionalism of staff 75.0% 4 up 100.0% 15
Effectiveness of service/advice regarding your issue 75.0% 4 up 100.0% 14
Effectiveness of website regarding your issue 100.0% 2 down 90.9% 11
Effectiveness of training 100.0% 2 none 100.0% 14
Overall satisfaction with the services provided 100.0% 4 none 100.0% 15
Total respondents (including "Don't Knows")   4     16