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California State University, Long BeachCalifornia State University, Long Beach
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Faculty/Staff Summary Results & Action Plans

These results show the Faculty and Staff levels 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
Accessibility to Benefits staff when needed       92.4% 370
Timely response to your requests 90.7% 377 up 90.9% 363
Effective problem resolution 90.8% 347 down 90.3% 321
Knowledge of staff 94.7% 397 down 92.3% 364
Professionalism of staff 94.7% 397 down 94.1% 370
Offers appropriate training       87.8% 254
Easy to use Benefits Services website       83.7% 282
Provides adequate communication regarding matters affecting employees (e.g. enrollment process benefits changes services provided)       83.2% 358
Overall satisfaction with the services provided       91.8% 379
Total respondents (including "Don't Knows")   426     430

Controller's Office

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Timeliness of travel and expense reimbursement 85.1% 235 down 68.2% 245
Ease of travel reimbursement process 80.1% 221 down 67.4% 242
The Controller's Office provides adequate communication regarding matters affecting the campus community 77.9% 226 down 71.1% 197
Overall satisfaction with the services provided 89.9% 258 down 71.6% 250
Total respondents (including "Don't Knows")   402     398

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
Attractive and visually appealing campus grounds 96.3% 434 down 96.2% 421
Quality of exterior public area maintenance (e.g. litter gum on walkways trash cans cigarette urns general cleanliness) 88.0% 440 up 90.7% 421
Quality of interior lighting 87.4% 438 down 78.1% 421
Quality of exterior lighting 84.5% 427 down 75.4% 403
Building components function as they should (e.g. doors locks floor coverings white boards stairwells) 84.6% 435 down 82.3% 417
Heating Ventilation and Air Conditioning function well (note: many buildings do not have A/C) 65.7% 429 down 58.7% 409
If dissatisfied with heating/air are you satisfied with response to hot/cold calls? 79.2% 308 down 64.3% 230
Timeliness of response to routine requests       77.4% 332
Timeliness of response to urgent/emergency problems       88.7% 293
Customer Service Center is helpful in resolving issues 87.5% 337 down 86.8% 257
Provides adequate communication about Facilities Management matters affecting the campus community       82.3% 328
Overall satisfaction with the services provided 90.8% 433 down 88.2% 408
Total respondents (including "Don't Knows")   447     423

Facilities Management 06/07 Intended Action Items

  • Completed retrofit of exterior lighting near PH-1, PE, and ST; Scheduled retrofit of VEC lighting for Summer 2006
  • Log book has been created specifically for hot/cold calls. Person designated to follow up on hot/cold calls. Communication on remote access to hot/cold issues is needed because customer doesn't always feel like something was done.
  • 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.

Facilities Management (Custodial)

Area % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Office 78.6% 421 up 83.4% 398
Restrooms 74.8% 436 down 74.1% 417
Classrooms (includes Faculty responses only)       73.4% 158
Public Areas 91.2% 432 none 91.2% 408
Total respondents (including "Don't Knows")   444     421

Facilities Management 06/07 Intended Action Items

Custodial Services

  • Seek to increase staffing levels for Custodial Services for increased services, particularly in Restrooms.

Information Technology Services (Staff)

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Effectiveness of desktop support 90.7% 269 up 91.0% 100
Timeliness of desktop support resolutions 88.3% 265 up 93.0% 100
Accessibility to ITS staff when needed       93.1% 102
Lotus Notes performance 95.7% 255 down 94.1% 102
Reliability of telephone (voice network)       93.1% 102
Reliability of data network       96.1% 102
Easy to use Division of Administration web pages (including all DAF functions)       85.3% 95
Adequate communication regarding matters affecting you (e.g. upgrade notifications procedure changes services provided etc.)       91.3% 103
Overall satisfaction with the services provided 95.0% 281 down 93.2% 103
Total respondents (including "Don't Knows")   305     108

Information Technology Services 06/07 Intended Action Items

Staff

Provide increased leadership in CMS through:

  • Starting clones within 15 minutes of requested times.
  • Quickly opening CMS help desk tickets for clone failures.
  • Providing email notifications to affected operational areas on campus for clone failures and status (HR, SA, and Finance).
  • Track clone success rates and report monthly to management.
  • Participate in HCM 8.9 planning.
  • Take a leadership role in the security track for the planned upgrade.
  • Assist functional areas with security modeling.
  • Provide leadership in the use of portal features.

Information Technology Services (Faculty)

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Performance of campus email 88.8% 107 down 88.0% 308
Reliability of telephone (voice network)       88.0% 275
Functions available on campus telephone system 80.8% 104 down 72.8% 272
Availability of wireless connectivity       42.7% 232
Reliability of data network       86.4% 236
Total respondents (including "Don't Knows")   114     327

Information Technology Services 06/07 Intended Action Items

Faculty

Improve Faculty telephone functionality

  • Create a new Balanced Scorecard measure to measure time-to-complete trouble tickets. Ensure consistent, timely service.
  • Investigate means to provide additional functions for Faculty telephones. Utilize new boards in the MXOne to provide caller ID and voice mail waiting indicators for analog phones. Research additional analog telephone offerings to offer as an upgrade.
  • Offer upgrade packages for Academic areas to refresh analog telephones to phase out old analog telephones
  • Improve communication with ASMs and Dpt. Offices regarding more modern, advanced telephone offerings.

Improve security and coverage for wireless network

  • Expanding Aruba access points throughout campus buildings
  • Extend Campus Secured Domain (ActiveDirectory) technology to the wireless network.
  • Provide wireless security encryption using the latest WPA/AES technologies
  • Integrate VPN technology with the new campus wireless network
  • Provide website to document wireless coverage and assist wireless users

Mail Services

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Timeliness of mail delivery to you 65.3% 406 up 67.3% 364
Accuracy of mail delivery 71.6% 398 up 72.0% 364
Timeliness of mail delivery to intended recipient when you are the sender 65.1% 367 up 67.7% 322
Information or training on the preparation of mail delivery 71.5% 242 down 64.7% 190
Provides adequate communication regarding matters affecting the campus community (e.g. mail schedule policy changes services provided)       65.7% 265
Overall satisfaction with the services provided 72.4% 406 down 70.4% 355
Total respondents (including "Don't Knows")   518     395

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

Parking and Transportation Services

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
The ease of obtaining an employee permit 94.0% 415 down 89.4% 386
The staff advice regarding your parking needs 87.3% 369 up 88.2% 338
Effective enforcement of parking violations       73.6% 329
The overall experience with parking facilities (lot conditions landscape cleanliness lighting) 88.2% 417 down 85.9% 404
The overall experience with parking equipment (gate arms gate key cards) 92.8% 414 up 93.1% 378
The overall experience with peak demand efforts (staff assistance radio station off-campus parking & shuttle) 82.8% 326 down 80.4% 260
The overall experience with parking information (signage lot closure notification message boards web site maps events radio station) 85.3% 401 up 86.4% 354
Easy to use parking website       88.5% 156
Overall satisfaction with the services provided       90.3% 404
Total respondents (including "Don't Knows")   435     423

Parking and Transportation Services 06/07 Intended Action Items

  • Parking enforcement procedures will be reviewed and adjustments to procedures will be implemented.

Payroll Services

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Accessibility to Payroll staff when needed       90.1% 353
Timely response to your requests 90.7% 377 down 88.0% 343
Effective problem resolution 90.8% 347 down 86.8% 319
Knowledge of staff 94.7% 397 down 88.4% 336
Professionalism of staff 94.7% 397 down 90.9% 350
Easy to use Payroll Services website       88.1% 226
Provides adequate communication regarding matters affecting employees (e.g. pay schedule policy changes deduction explanations services provided)       81.2% 329
Overall satisfaction with the services provided       91.3% 369
Total respondents (including "Don't Knows")   426     430

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.

Training and Development Programs provided by Benefits and Staff HR

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
Quality of course offerings 89.9% 218 down 84.7% 215
Variety of course offerings 84.8% 224 down 70.1% 231
Relevant (to your job) course offerings       65.9% 226
Frequency of course offerings       69.3% 225
Quality of instruction 93.8% 208 down 88.3% 197
Convenient scheduling 91.7% 217 down 82.9% 216
Ease of registering for training classes via the web 95.0% 202 down 88.3% 206
Overall satisfaction with the services provided 92.6% 231 down 80.4% 225
Total respondents (including "Don't Knows")   274     296

Training and Development Programs provided by Benefits and Staff HR 06/07 Intended Action Items

  • Create, administer, and analyze a campus-wide needs assessment survey to determine campus training priorities. Incorporate results into training program.
  • Include the employee identification number as a requirement on the on-line training registration form and on the sign in sheets for deeper analysis of participant activity and trends.
  • Work with HRT to utilize the HCM 8.9 training module to improve usability of training website.

University Police

Attribute % Sat 2005 Resp. 2005 Change % Sat 2006 Resp. 2006
General feeling of safety 95.6% 385 down 94.1% 409
Visibility of police 91.3% 380 down 87.1% 389
Ease of contact with University Police (e.g. accessibility emergency phone locations)       94.1% 323
Timeliness of police response 84.2% 19 up 93.5% 261
Knowledge of staff 72.7% 22 up 92.9% 267
Professionalism of staff 72.7% 22 up 93.8% 290
Ease and quality of CSO escort services 97.4% 114 down 92.5% 120
Provides adequate communication regarding matters affecting the campus community (e.g. phone numbers warnings crime trends services provided)       85.4% 288
Overall satisfaction with the services provided 94.3% 335 up 94.8% 381
Total respondents (including "Don't Knows")   411     425

University Police 06/07 Intended Action Items

  • Increase Crime Prevention and Emergency Preparedness presentations to faculty to improve lines of communication.
  • Increase published information about the CSO Program and aggressive recruitment for the Program in the fall semester.
  • Encourage officers to relay both positive and negative encounters with faculty and staff to allow management to determine where educational efforts need to be focused.

Employee Relations

Attribute % Sat 2006 Resp. 2006
Effectiveness of advice or recommended action 81.3% 48
Responsiveness to your initial contact 93.8% 48
Timeliness of actions regarding your issue 85.4% 48
Timeliness of communication regarding next steps 87.0% 46
Effective investigation of grievances and/or complaints 77.8% 36
Effective investigation efforts throughout the disciplinary process 81.8% 33
Overall satisfaction with services provided 87.8% 49
Total respondents (including "Don't Knows")   80

Employee Relations 06/07 Intended Action Items

  • Design comprehensive training program to improve communication/training on investigation process and other ER topics by:
    • Offering more periodic training such as small group in-person trainings, one-on-one coaching as requested, and online training
    • Using existing modules, design shorter trainings that can be delivered to smaller audience(s), i.e. 1 hour vs. 3 hours;
    • Develop tools to compliment the training programs, e.g. forms, cds, etc
    • Visit various meetings to distribute training and services info, e.g. First Friday, ASM meetings
  • Develop a "help-line, help-desk" as a resource for managers for miscellaneous questions not pertaining to a specific discipline, grievance, etc.