ASM and DFO Summary Results
Budget Management
Rating levels of satisfaction with the following attributes of Budget Management.
| Attribute | 2008 Mean | 2008 Resp. |
|---|---|---|
| Overall satisfaction with the services provided | 4.35 | 17 |
| Timely and accurate budget data provided upon request | 4.35 | 17 |
| Timeliness of response to inquiries | 4.56 | 18 |
| Timeliness of budget transfers and Position Action Forms | 4.56 | 18 |
| Provides adequate support for budget projections/Financial Assessment | 3.88 | 16 |
| Value of the Internal Budget Document (IBD) | 3.82 | 17 |
| Total respondents (including "Don't Knows") | 19 |
Budget Management 08/09 Intended Action Items
- Analyze usefulness Internal Budget Document versus posting IBD on-line.
Controller's Office
Rating levels of satisfaction with the following attributes of Controller's Office.
| Attribute | 2008 Mean | 2008 Resp. |
|---|---|---|
| Overall satisfaction with the services provided | 3.17 | 18 |
| Knowledge and professionalism of staff | 3.17 | 18 |
| Effective problem resolution by Accounts Payable | 2.61 | 18 |
| Effective problem resolution by General Accounting | 3.53 | 17 |
| Effective problem resolution by Financial Reporting | 3.64 | 14 |
| Responsiveness of Accounts Payable staff to your request/question | 2.89 | 18 |
| Responsiveness of General Accounting staff to your request/question | 3.83 | 18 |
| Responsiveness of Financial Reporting staff to your request/question | 3.63 | 15 |
| Clear easy to follow policies and procedures | 2.83 | 18 |
| Usefulness of content available on Controller's website (forms, policies, procedures) | 2.69 | 16 |
| Timeliness of payments to vendors | 2.65 | 17 |
| Accuracy of payments to vendors | 3.82 | 17 |
| Effective handling of invoices | 2.83 | 18 |
| Timeliness of travel and expense reimbursement | 1.95 | 19 |
| Accuracy of travel reimbursement | 3.32 | 19 |
| Total respondents (including "Don't Knows") | 20 |
Controller's Office 08/09 Intended Action Items
- Communication: Hold more in-person meetings with customers to discuss new/proposed process changes.
- Communication: Create documents/schedules for process changes and provide these to the appropriate members of the campus community.
- Communication: Make the above information available on the Controller’s Office website.
- Continue with Quality Improvement process for travel by reviewing current procedures and identifying processes needing improvement.
- Participate on the Chancellor’s Office team tasked with review of the CSU Travel Policy.
Facilities Management
Rating levels of satisfaction with the following attributes of Facilities Management.
| Attribute | 2008 Mean | 2008 Resp. |
|---|---|---|
| Overall satisfaction with the services provided | 3.75 | 20 |
| Knowledge and professionalism of staff | 4.16 | 19 |
| Ease of use of key issue process | 3.89 | 18 |
| The electronic work order meets my needs | 3.41 | 17 |
| Timeliness of billing process | 2.68 | 19 |
| Accuracy of the billing process | 3.05 | 19 |
| Timeliness of response to routine requests | 3.70 | 20 |
| Timeliness of response to urgent/emergency problems | 4.11 | 19 |
| Quality of landscaping and grounds | 4.42 | 19 |
| Quality of custodial services provided | 3.70 | 20 |
| Total respondents (including "Don't Knows") | 20 |
Facilites Management 08/09 Intended Action Items
- HVAC: Renewed effort between the Engineering and Customer Service Center staff to provide feedback directly to customers who have concerns regarding HVAC comfort.
- HVAC: 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 will be enhanced. “Comfortable Atmosphere” communications will take place in Spring / Summer.
- HVAC: A detailed analysis will be done for survey year 2008 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 drive our customers’ satisfaction up.
Financial Management Information System (FMIS)
Rating levels of satisfaction with the following attributes of FMIS.
| Attribute | 2008 Mean | 2008 Resp. |
|---|---|---|
| Overall satisfaction with services provided | 3.88 | 17 |
| Timeliness in completing PS Finance User ID changes | 3.69 | 16 |
| Responsiveness in resolving issues reported to FIS helpdesk (PS Finance) | 3.20 | 15 |
| Quality of technical support provided for PeopleSoft Finance System | 3.27 | 15 |
| Timeliness of weekly and monthly PS Finance reports | 3.76 | 17 |
| Availability of reliable historical data | 3.94 | 17 |
| Availability of reports to meet end users needs | 3.81 | 16 |
| Timeliness and quality (meets specifications) of new end user reports requested | 3.62 | 13 |
| Total respondents (including "Don't Knows") | 19 |
FMIS Relations 08/09 Intended Action Items
- Help Desk: Review current process for managing helpdesk tickets and implement changes identified.
- Technical Support: Increase cross training/sharing of information among technical staff.
- Technical Support: Work with functional areas more closely to increase knowledge of the system from a functional perspective.
Mail Services
Rating levels of satisfaction with the following attributes of Mail Services.
| Attribute | 2008 Mean | 2008 Resp. |
|---|---|---|
| Overall satisfaction with the services provided | 3.53 | 15 |
| Timeliness of mail delivery to you | 3.41 | 17 |
| Accuracy of mail delivery | 3.00 | 16 |
| Timeliness of mail delivery to intended recipient when you are the sender | 3.33 | 15 |
| Consistency of mail delivery/pick-up time | 4.00 | 14 |
| Information or training on the preparation of mail delivery | 3.55 | 11 |
| Accuracy of mail charges | 3.42 | 12 |
| Provides adequate communication regarding matters affecting the campus community (e.g. mail schedule changes in policies services provided etc) | 3.33 | 12 |
| Total respondents (including "Don't Knows") | 20 |
Mail 08/09 Intended Action Items
- Work with QI team to develop more ideas for improving service for customer satisfaction
- Develop various methods of communicating with campus users regarding mail.
- Provide training on preparation of mail delivery (contact colleges)
Payroll Services
Rating levels of satisfaction with the following attributes of Payroll Services.
| Attribute | 2008 Mean | 2008 Resp. |
|---|---|---|
| Overall satisfaction with the services provided | 4.15 | 20 |
| Ease of use of forms and procedures for timekeeping | 3.95 | 20 |
| Responsiveness to and correction of payroll distribution errors | 3.95 | 19 |
| Timeliness of response to timekeeping questions/requests | 4.25 | 20 |
| Effective problem resolution | 4.05 | 20 |
| Effectiveness of Payroll recommendations | 4.06 | 16 |
| Working relations with your department | 4.32 | 19 |
| Easy to use Payroll Services website | 3.67 | 15 |
| Usefulness of payroll self service functions (myCSULB) | 4.06 | 18 |
| Provides adequate communication regarding matters affecting employees (e.g. pay schedule, policy changes, deduction explanations, services provided, etc) | 3.61 | 18 |
| Total respondents (including "Don't Knows") | 20 |
Payroll 08/09 Intended Action Items
- Provide PTF Training to departments to reinforce best practices when completing PTFs for new hires, appointment extensions, salary changes, data changes, etc.
- New TimeEntry system gives timekeepers and approvers more information to employee leave data. This helps reduce issues and questions for payroll techs.
Purchasing
Rating levels of satisfaction with the following attributes of Purchasing.
| Attribute | 2008 Mean | 2008 Resp. |
|---|---|---|
| Overall satisfaction with the services provided | 3.78 | 18 |
| Accessibility of staff when needed | 3.42 | 19 |
| Knowledgeable staff | 3.74 | 19 |
| Professionalism of staff | 3.89 | 19 |
| Effective problem resolution | 3.37 | 19 |
| Clear, easy to follow policies and procedures | 3.11 | 19 |
| Accommodating rush and emergency orders | 3.68 | 19 |
| Time between initiating a requisition and issuing a purchase order | 3.16 | 19 |
| Timeliness of receiving goods and/or services from time of requisition | 3.60 | 15 |
| Availability of information on the status of my order | 3.28 | 18 |
| Promoting competitive bidding & reducing sole source reliance | 3.38 | 16 |
| Considers my needs when selecting new vendors | 2.82 | 17 |
| Taking advantage of all vendor discounts that are allowed | 3.46 | 13 |
| Efficiency of Procurement Credit Card purchase option | 3.58 | 19 |
| Usefulness of Procurement Credit Card purchase option | 4.00 | 18 |
| Total respondents (including "Don't Knows") | 19 |
Purchasing 08/09 Intended Action Items
- With the assistance of the Balance ScoreCard Team, establish a Focus Group to consider the balancing of requirements and needs in these areas and how to best convey those policies and procedures to the campus community.
Safety and Risk Management
Rating levels of satisfaction with the following attributes of Safety and Risk Management.
| Attribute | 2008 Mean | 2008 Resp. |
|---|---|---|
| Overall satisfaction with services provided | 4.32 | 19 |
| Ease of use of forms and procedures for Environmental Health & Safety | 3.89 | 18 |
| Ease of use of forms and procedures for Risk Management/Workers Compensation | 4.05 | 20 |
| Accessibility of unit/staff regarding your Environmental Health & Safety issue(s) | 4.44 | 16 |
| Accessibility of unit/staff regarding your Risk Management/Workers Compensation issue(s) | 4.55 | 20 |
| Effectiveness of service/advice regarding your Environmental Health & Safety issue(s) | 4.11 | 18 |
| Effectiveness of service/advice regarding your Risk Management/Workers Compensation issue(s) | 4.47 | 19 |
| Knowledge and professionalism of staff | 4.47 | 19 |
| Effectiveness of web site regarding your issue(s) | 3.88 | 16 |
| Availability of types of training to meet your needs | 3.94 | 18 |
| Availability of types of training to meet the needs of your area staff and/or faculty | 3.83 | 18 |
| Responsiveness of unit/staff to your Environmental Health & Safety request(s)/question(s) | 4.29 | 17 |
| Responsiveness of unit/staff to your Risk Management/Workers Compensation request(s)/question(s) | 4.65 | 20 |
| Total respondents (including "Don't Knows") | 20 |
Safety and Risk Management 08/09 Intended Action Items
- Develop a questionnaire to be distributed to ASMs asking for their suggestions for improving the availability of training opportunities offered to meet their needs and the needs of their staff/faculty.
- Once training topics are identified after speaking with ASMs, develop and offer training.
