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California State University, Long BeachCalifornia State University, Long Beach
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Summary Results

Benefits Services

Rating levels of satisfaction with the following attributes of Benefits Services

Faculty and Staff Combined

Attribute 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
Accessibility to Benefits staff when needed     92.4% 370 90.3% 329
Timely response to your requests 90.7% 377 90.9% 363 89.2% 315
Effective problem resolution 90.8% 347 90.3% 321 89.3% 281
Knowledge of staff 94.7% 397 92.3% 364 92.9% 312
Professionalism of staff 94.7% 397 94.1% 370 94.4% 320
Offers appropriate training     87.8% 254 88.8% 214
Easy to use Benefits Services website     83.7% 282 86.7% 264
Provides adequate communication regarding matters affecting employees (e.g. enrollment process benefits changes services provided)     83.2% 358 87.3% 323
Overall satisfaction with the services provided     91.8% 379 91.7% 337
Total respondents (including "Don't Knows")   426   430   386

Benefits Services 07/08 Intended Action Items

  • Providing adequate Communication regarding matters affecting employees.
    • Benefits Quick card and late summer mailing to employees informing them of Quick Card and upcoming workshops and trainings
  • Timely Responses to Requests
    • New Balanced Scorecard Measure — 24 hour turn-around with a call from Benefits Services.

Controller's Office

Rating levels of satisfaction with the following attributes of the Controller's Office

Faculty and Staff Combined

Attribute 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
Timeliness of travel and expense reimbursement 85.1% 235 68.2% 245 65.2% 227
Ease of travel reimbursement process 80.1% 221 67.4% 242 69.3% 225
The Controller's Office provides adequate communication regarding matters affecting the campus community 77.9% 226 71.1% 197 73.8% 183
Overall satisfaction with the services provided 89.9% 258 71.6% 250 75.4% 240
Total respondents (including "Don't Knows")   402   398   381

Controllers 07/08 Intended Action Items

  • Work with Quality Improvement staff to create 2 process improvement teams (FIX team – 1 Travel; 1- Vendors) to review current processes and statistics and identify possible process improvements. This process will be completed in 2 phases and will include Accounts Payable team members, Controller, Quality Improvement personnel and customers (ASM’s). An implementation timeline would also be created.
  • Collection of data measures and statistics for use in the FIX teams.
  • Recruitment of Travel supervisor and one additional staff member.

Employee Relations

Rating levels of satisfaction with the following attributes of Employee Relations

MPPs

Attribute 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
Effectiveness of advice or recommended action 81.3% 48 91.9% 62
Responsiveness to your initial contact 93.8% 48 93.7% 63
Timeliness of actions regarding your issue 85.4% 48 88.5% 61
Timeliness of communication regarding next steps 87.0% 46 85.2% 54
Effective investigation of grievances and/or complaints 77.8% 36 93.2% 44
Effective investigation efforts throughout the disciplinary process 81.8% 33 90.5% 42
The extent to which the training provided by Employee Relations is helpful in carrying out your related management duties     92.6% 54
Overall satisfaction with services provided 87.8% 49 93.8% 65
Total respondents (including "Don't Knows")   80   90

Employee Relations 07/08 Intended Action Items

  • Distribute Request for Discipline Process outline, which includes a detailed description of discipline process, to appropriate management personnel, upon first request of disciplinary action.
  • Make weekly contact with appropriate management personnel regarding any active/outstanding issues (grievances, complaints, discipline, requests for information, etc.)

Facilities Management

Rating levels of satisfaction with the following attributes of Facilities Management

Faculty and Staff Combined

Attribute 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
Attractive and visually appealing campus grounds 96.3% 434 96.2% 421 95.3% 430
Quality of exterior public area maintenance (e.g. litter gum on walkways trash cans cigarette urns general cleanliness) 88.0% 440 90.7% 421 92.5% 428
Quality of interior lighting 87.4% 438 78.1% 421 82.8% 429
Quality of exterior lighting 84.5% 427 75.4% 403 72.1% 408
Building components function as they should (e.g. doors locks floor coverings white boards stairwells) 84.6% 435 82.3% 417 82.0% 422
Heating Ventilation and Air Conditioning function well (note: many buildings do not have A/C) 65.7% 429 58.7% 409 57.9% 425
If dissatisfied with heating/air are you satisfied with response to hot/cold calls? 79.2% 308 64.3% 230    
Responsiveness to your hot/cold calls         70.4% 321
Timeliness of response to routine requests     77.4% 332 81.8% 351
Timeliness of response to urgent/emergency problems     88.7% 293 91.0% 290
Customer Service Center is helpful in resolving issues 87.5% 337 86.8% 257 90.3% 289
Provides adequate communication about Facilities Management matters affecting the campus community     82.3% 328 88.2% 330
Overall satisfaction with the services provided 90.8% 433 88.2% 408 91.5% 411
Total respondents (including "Don't Knows")   447   423   432

Quality of Custodial Services

Faculty and Staff Combined

Area 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
Office 78.6% 421 83.4% 398 83.5% 418
Restrooms 74.8% 436 74.1% 417 79.5% 424
Classrooms (includes Faculty responses only)     73.4% 158 76.6% 124
Public Areas 91.2% 432 91.2% 408 92.6% 419
Total respondents (including "Don't Knows")   444   421   431

Facilities Management 07/08 Intended Action Items

HVAC

  • A detailed analysis was done for year 2006 to determine which facilities generated most of the HVAC complaints. It was found that the majority of complaints were from buildings where construction activities impaired HVAC service delivery. A detailed analysis will be done for survey year 2007 in order to determine if there continues to be a causal relationship between construction activities and service delivery failure, or if improvements recently completed help to increase customer satisfaction.
  • Enhance communication efforts with the campus community in regards to what services are to be expected, state regulations for heating and cooling, and suggestions for making the environment more comfortable.
  • Renew effort between the Engineering and Customer Service Center staff to provide feedback directly to customers who have concerns regarding HVAC comfort.
  • Continue the highest level of maintenance possible (within funding) to mechanical systems to assure reliable operations.

Exterior Lighting

  • Exterior lighting projects have been completed and improvements have been made. Projects are ongoing to continue to improve the exterior lighting. Prompt replacement of non-functioning lights is a high priority of the departments.

Custodial Services

  • The customers continue to ask for increased frequencies of service in restrooms, classrooms, and in some cases, offices (Faculty). We are continuously working on improving scheduling effectiveness. Regularly evaluate new tools and equipment to determine the most beneficial cleaning approach. Continue to purchase equipment and modify processes and procedures that further enhance productivity of custodial services.

Information Technology Services (Staff Only)

Rating levels of satisfaction with the following attributes of ITS (Staff Only)

All Staff

Attribute 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
Effectiveness of desktop support 90.7% 269 91.0% 100 95.4% 131
Timeliness of desktop support resolutions 88.3% 265 93.0% 100 94.6% 130
Accessibility to ITS staff when needed     93.1% 102 91.7% 133
Lotus Notes performance 95.7% 255 94.1% 102    
Features and effectiveness of Lotus Notes         85.8% 134
Reliability of telephone (voice network)     93.1% 102 91.0% 134
Telephone system functions available to you         92.0% 137
Reliability of data network     96.1% 102 96.2% 133
Easy to use Division of Administration web pages (including all DAF functions)     85.3% 95    
Information is quickly and easily found on Division of Administration webpages         80.3% 127
Adequate communication regarding matters affecting you (e.g., upgrade notifications, procedure changes, services provided, etc.)     91.3% 103 86.9% 137
Overall satisfaction with the services provided 95.0% 281 93.2% 103 97.8% 139
Total respondents (including "Don't Knows")   305   108   142

Information Technology Services (Faculty)

Rating levels of satisfaction with the following attributes of ITS according to Faculty

Faculty Only

Attribute 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
Performance of campus email 88.8% 107 88.0% 308    
Features and effectiveness of Webmail         81.9% 254
Reliability of telephone (voice network)     88.0% 275 87.0% 238
Telephone system functions available to you 80.8% 104 72.8% 272 72.4% 239
Availability of wireless connectivity     42.7% 232 56.5% 207
Reliability of wireless connection when you are connected         63.9% 194
Reliability of data network     86.4% 236 88.0% 175
Total respondents (including "Don't Knows")   114   327   277

ITS 07/08 Intended Action Items

  • Improve availability and reliability of the wireless data network. The CSU Wide IT Refresh project (ITRP2) will provide more access points to be deployed across campus and should significantly improve scores for this category. Unfortunately, the schedule for the additional access points has been delayed system-wide until 2008. In the meantime, ITS continues to offer departments and colleges the option of deploying their own wireless networking billed through the Telecommunications chargeback operation.
  • Better inform faculty of voice mail functions and available telephone features. Most, if not all, of the comments regarding voice mail issues can be resolved through proper documentation and user instruction. Additionally, provide effective marketing and communication. Past attempts to utilize existing media for communication such as the campus directory and webpage have had positive results, but have not reached faculty as designed. A marketing campaign that communicates directly to faculty is currently under development. Consultation of the marketing material and delivery methodology should be evaluated by the QI team and modified as appropriate.

Mail Services

Rating levels of satisfaction with the following attributes of Mail Services

Faculty and Staff Combined

Attribute 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
Timeliness of mail delivery to you 65.3% 406 67.3% 364 72.8% 345
Accuracy of mail delivery 71.6% 398 72.0% 364 76.3% 337
Timeliness of mail delivery to intended recipient when you are the sender 65.1% 367 67.7% 322 74.7% 300
Information or training on the preparation of mail delivery 71.5% 242 64.7% 190 69.8% 192
Provides adequate communication regarding matters affecting the campus community (e.g. mail schedule policy changes services provided)     65.7% 265 70.0% 253
Overall satisfaction with the services provided 72.4% 406 70.4% 355 76.7% 343
Total respondents (including "Don't Knows")   518   395   380

Mail 07/08 Intended Action Items

  • For accuracy of mail charges: educate campus on how charges are applied to accounts for mail pieces (workshops or one-to-one as needed).
  • For accuracy of mail delivery: provide informative flyers and meetings to inform campus of mail delivery procedures; encourage campus community to let mailroom know when there are inaccuracies; a method for soliciting feedback will be considered

Parking and Transportation Services

Rating levels of satisfaction with the following attributes of Parking and Transportation Services

Faculty and Staff Combined

Attribute 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
The ease of finding a parking space when coming to work         64.0% 406
The ease of obtaining an employee permit 94.0% 415 89.4% 386 93.4% 394
The staff advice regarding your parking needs 87.3% 369 88.2% 338 81.5% 302
Effective enforcement of parking violations     73.6% 329 66.8% 346
Balancing the parking access needs of visitors and employees         68.6% 363
The overall experience with parking facilities (lot conditions landscape cleanliness lighting) 88.2% 417 85.9% 404 86.7% 405
The overall experience with peak demand efforts (staff assistance radio station off-campus parking & shuttle) 82.8% 326 80.4% 260 74.8% 294
The overall experience with parking information (signage lot closure notification message boards web site maps events radio station) 85.3% 401 86.4% 354 82.7% 364
Overall satisfaction with the services provided     90.3% 404 80.3% 400
Total respondents (including "Don't Knows")   435   423   419

Parking 07/08 Intended Action Items

  • Focus on “Excellence Everyday” with customer service as our foundation.
  • Continue training with Human Resources as well as CSU Onesource and E-Learning classes.
  • Share more information with an updated website, new features to include: What's New in Parking, Construction Updates, and the statistics of the University population.
  • Utilize CSULB community feedback with our website form as well as assist with enhanced signage for FULL lots and parking options; “Beach Cruiser” shuttle from the Marina Lot at 2nd Street and Marina Street, near Joe's Crab Shack, will continue to run Spring Semester 2008.
  • Rideshare promotion and enhancement with carpool world matching link, potential vanpool service and increased relations with Long Beach Transit.

Payroll Services

Rating levels of satisfaction with the following attributes of Payroll Services

Faculty and Staff Combined

Attribute 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
Accessibility to Payroll staff when needed     90.1% 353 91.9% 309
Timely response to your requests 90.7% 377 88.0% 343 89.1% 293
Effective problem resolution 90.8% 347 86.8% 319 89.5% 266
Knowledge of staff 94.7% 397 88.4% 336 92.4% 289
Professionalism of staff 94.7% 397 90.9% 350 92.4% 301
Easy to use Payroll Services website     88.1% 226 90.4% 218
Provides adequate communication regarding matters affecting employees (e.g. pay schedule policy changes deduction explanations services provided)     81.2% 329 85.2% 298
Overall satisfaction with the services provided     91.3% 369 92.8% 318
Total respondents (including "Don't Knows")   426   430   386

Payroll 07/08 Intended Action Items

  • Providing adequate Communication regarding matters affecting employees.
    • Communicate via e-mail and letters to employees when salary increases are given. This communication attempts to explain the nature of the increase. This information is also provided to the ASMs.
    • Payroll and Benefits Services Front Counter hours will be extended in late August through late September 2007 from 7:30 am to 5:30 pm to assist employees with irregular work hours.
    • Payroll Services already has added “Payroll Pointers” to communicate payroll information to departments.
  • Timely Responses to Requests
    • New TimeEntry system gives timekeepers and approvers more information to employee leave data. This helps reduce issues and questions for payroll tech.

Print Shop and Quick Copy

Rating levels of satisfaction with the following attributes of University Print Shop and Quick Copy

Faculty and Staff Combined

Attribute 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp.
Knowledge and professionalism of staff 88.6% 35 89.5% 86
Ease of use of utilities/forms/procedures 91.7% 36 90.6% 85
Timeliness of Work Performed (Print Shop) 80.6% 36 74.1% 81
Timeliness of Work Performed (Quick Copy)     82.9% 70
Quality of Printing 94.4% 36 87.8% 82
Quality of copy service 94.1% 34 87.8% 74
Price of Work Performed 74.3% 35 82.7% 81
Overall satisfaction with services provided 88.9% 36 82.1% 84
Total respondents (including "Don't Know")   36   87

Print Shop 07/08 Intended Action Items

  • We are instituting new procedures and staffing the Print Shop with new experienced personnel to expedite jobs through the system.
  • We will be introducing our new On-line ordering system this coming fiscal year, starting in the Fall 2007 semester.

Training and Development Programs provided by Staff Human Resources

Rating levels of satisfaction with the following attributes of Training Services

All Staff

Attribute 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
Quality of course offerings 89.9% 218 84.7% 215 84.6% 195
Variety of course offerings 84.8% 224 70.1% 231 72.4% 203
Providing adequate communication regarding course offerings         81.2% 213
Relevant (to your job) course offerings     65.9% 226 68.9% 206
Frequency of course offerings     69.3% 225 71.9% 196
Quality of instruction 93.8% 208 88.3% 197 93.5% 169
Convenient scheduling 91.7% 217 82.9% 216 83.3% 192
Ease of registering for training classes via the web 95.0% 202 88.3% 206 92.3% 181
Overall satisfaction with the services provided 92.6% 231 80.4% 225 82.2% 197
Total respondents (including "Don't Knows")   274   296   266

Training 07/08 Intended Action Items

  • Research the possibilities of developing an E-training tool to enable more training to become available online and on-demand.
  • Another goal is to improve our marketing and communications efforts so that more staff are aware of the programs and opportunities from Staff Training and Development. The training website was recently redone and better organized, so this should allow greater access to relevant information in a more attractive format. Also, the monthly Training Calendar will be sent directly to “All Staff” electronically rather than through the ASMs and other managers for distribution. Special announcements regarding training programs will also be sent via email to All Staff.

University Police

Rating levels of satisfaction with the following attributes of University Police

Faculty and Staff Combined

Attribute 2005 % Sat 2005 Resp. 2006 % Sat 2006 Resp. 2007 % Sat 2007 Resp.
General feeling of safety 95.6% 385 94.1% 409 90.7% 407
Visibility of police 91.3% 380 87.1% 389 78.0% 391
Ease of contact with University Police (e.g. accessibility emergency phone locations)     94.1% 323 94.0% 333
Timeliness of police response 84.2% 19 93.5% 261 90.8% 261
Knowledge of staff 72.7% 22 92.9% 267 90.8% 272
Professionalism of staff 72.7% 22 93.8% 290 92.9% 295
Ease and quality of CSO escort services 97.4% 114 92.5% 120 94.4% 144
Provides adequate communication regarding matters affecting the campus community (e.g. phone numbers warnings crime trends services provided)     85.4% 288 88.1% 361
Overall satisfaction with the services provided 94.3% 335 94.8% 381 94.6% 387
Total respondents (including "Don't Knows")   411   425   416

University Police 07/08 Intended Action Items

  • Continue with the increase in Crime Prevention, Emergency Preparedness and proactive patrol programming to improve campus communications.
  • Add new features to existing University Police website and web resources to support broadened published materials and resource information. This will enhance campus community members’ and visitors’ access to information to support their campus activities and experiences.
  • Incorporate additional customer service training into Department training schedules and utilize supervisors as in-field auditors to determine the effectiveness of these new information sources.