Faculty and Staff Summary Results / 2008 Customer Satisfaction Survey

Benefits Services

Rating levels of satisfaction with the following attributes of Benefits Services.

Benefits Services Satisfaction Ratings
Attribute	2008 Mean	2008 Resp.
Overall satisfaction with the services provided	4.09	370
Accessibility to Benefits staff when needed	4.05	355
Timely response to your requests	4.05	336
Effective problem resolution	4.01	303
Knowledge of staff	4.12	340
Professionalism of staff	4.27	350
Offers appropriate training	3.84	250
Easy to use Benefits Services website	3.88	289
Provides adequate communication regarding matters affecting employees (e.g. enrollment process benefits changes services provided)	3.92	344
Total respondents (including "Don't Knows")		409

Benefits Services 08/09 Intended Action Items

Create a New Employee Check-in Website that assists new employees with checking in on their first day, communicates other new employee orientations and provides available campus resources.
Develop new online retirement calculator education tool for employees to access via the web.
Attend customer-facing events/meetings, such as the New Faculty Orientations and department orientations, continue retirement workshops, and lunch & learns, work with Academic Personnel to streamline retirement and FERP process.
Work with Academic Personnel to coordinate benefits communication on both web sites. Review current Benefits web site for enhancements.

Controller's Office

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

Controller's Office Satisfaction Ratings
Attribute	2008 Mean	2008 Resp.
Overall satisfaction with the services provided	3.43	232
Timeliness of travel and expense reimbursement	2.92	245
Ease of travel reimbursement process	2.97	243
The Controller's Office provides adequate communication regarding matters affecting the campus community	3.23	203
Total respondents (including "Don't Knows")		411

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.

Employee Relations

Rating levels of satisfaction with the following attributes of Employee Relations.

Employee Relations Satisfaction Ratings
Attribute	2008 Mean	2008 Resp.
Overall satisfaction with services provided	4.25	68
Effectiveness of advice or recommended action	4.15	62
Responsiveness to your initial contact	4.31	62
Timeliness of actions regarding your issue	4.08	62
Timeliness of communication regarding next steps	4.23	62
Effective investigation of grievances and/or complaints	3.94	50
Effective investigation efforts throughout the disciplinary process	4.00	46
The extent to which the training provided by Employee Relations is helpful in carrying out your related management duties	4.19	63
Total respondents (including "Don't Knows")		88

Employee Relations 08/09 Intended Action Items

Communicate weekly with the appropriate management personnel regarding the status of their area’s current investigations - as they apply to grievances, complaints, and/or disciplines. (Confidentiality issues will be taken into consideration.)
Create Staff HR – MPP Roundtable meetings, aimed to provide a forum for MPP/ASM to discuss pertinent issues amongst Staff HR experts and their peers

Facilities Management

Rating levels of satisfaction with the following attributes of Facilities Management.

Facilities Management Satisfaction Ratings
Attribute	2008 Mean	2008 Resp.
Overall satisfaction with the services provided	4.05	423
Attractive and visually appealing campus grounds	4.39	438
Quality of exterior public area maintenance (e.g. litter gum on walkways trash cans cigarette urns general cleanliness)	4.17	434
Quality of interior lighting	3.85	437
Quality of exterior lighting	3.73	413
Building components function as they should (e.g. doors locks floor coverings white boards stairwells)	3.89	435
Heating Ventilation and Air Conditioning function well (note: many buildings do not have A/C)	3.36	431
Responsiveness to your hot/cold calls	3.69	339
Timeliness of response to routine requests	3.77	362
Timeliness of response to urgent/emergency problems	4.04	318
Customer Service Center is helpful in resolving issues	3.91	319
Provides adequate communication about Facilities Management matters affecting the campus community	3.89	379
Total respondents (including "Don't Knows")		443

Rating levels of satisfaction with the following attributes of Custodial Services.

Quality of Custodial Services Satisfaction Ratings
Area	2008 Mean	2008 Resp.
Office	3.85	419
Restrooms	3.69	435
Classrooms	4.03	433
Public Areas	3.77	296
Total respondents (including "Don't Knows")		443

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.

Information Technology Services (ITS)

Rating levels of satisfaction with the following attributes of ITS.

Staff Only: ITS Satisfaction Ratings
Attribute	2008 Mean	2008 Resp.
Overall satisfaction with the services provided	4.16	131
Effectiveness of desktop support	4.12	121
Timeliness of desktop support resolutions	4.03	120
Accessibility to ITS staff when needed	4.14	126
Features and effectiveness of Lotus Notes	3.97	130
Reliability of telephone (voice network)	4.20	130
Telephone system functions available to you	4.20	129
Reliability of data network	4.20	125
Information is quickly and easily found on Division of Administration webpages	3.77	122
Adequate communication regarding matters affecting you (e.g., upgrade notifications, procedure changes, services provided, etc.)	4.02	126
Reliability of wireless connection when you are connected	3.86	73
Availability of wireless connectivity	3.80	71
Total respondents (including "Don't Knows")		136

Faculty Only: ITS Satisfaction Ratings
Attribute	2008 Mean	2008 Resp.
Overall satisfaction with the services provided	3.92	271
Features and effectiveness of Webmail	3.59	267
Reliability of telephone (voice network)	3.91	263
Telephone system functions available to you	3.60	264
Reliability of data network	3.93	231
Reliability of wireless connection when you are connected	3.50	216
Availability of wireless connectivity	3.25	204
Total respondents (including "Don't Knows")		288

ITS 08/09 Intended Action Items

Currently expanding the Aruba wireless network as part of the CSU Wide ITRP2 project. A communication campaign on the expanded wireless network will be conducted at the start of the new semester.
ITS has just begun a project to implement a new common email platform for Administration and Finance employees.
For units that have opportunities for improvement, brainstorming sessions will be held to promote the flow of information and ideas. These meetings will allow for employee and management discussion of the topic including suggestions on how to improve the score(s).

Mail Services

Rating levels of satisfaction with the following attributes of Mail Services.

Mail Services Satisfaction Ratings
Attribute	2008 Mean	2008 Resp.
Overall satisfaction with the services provided	3.67	369
Timeliness of mail delivery to you	3.45	366
Accuracy of mail delivery	3.51	358
Timeliness of mail delivery to intended recipient when you are the sender	3.53	318
Information or training on the preparation of mail delivery	3.38	227
Provides adequate communication regarding matters affecting the campus community (e.g. mail schedule policy changes services provided)	3.43	283
Total respondents (including "Don't Knows")		413

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)

Parking and Access Services

Rating levels of satisfaction with the following attributes of Parking and Access Services.

Parking and Access Services Satisfaction Ratings
Attribute	2008 Mean	2007 Resp.
Overall satisfaction with the services provided	3.61	417
The ease of obtaining an employee permit	4.18	406
The ease of finding a parking space when coming to work	3.13	413
The staff advice regarding your parking needs	3.42	310
Effective enforcement of parking violations	3.10	355
Balancing the parking access needs of visitors and employees	3.21	370
The overall experience with parking facilities (lot conditions landscape cleanliness lighting)	3.73	421
The overall experience with peak demand efforts (staff assistance radio station off-campus parking & shuttle)	3.41	320
The overall experience with parking information (signage lot closure notification message boards web site maps events radio station)	3.66	403
Adequate communication regarding the Rideshare / Alternate Transportation Program (e.g., transit options, Beach Bucks incentives, bus subsidies)	3.52	375
Total respondents (including "Don't Knows")		439

Parking 08/09 Intended Action Items

Increase marketing and advertising campaigns in an effort to communicate alternate parking options. A graphic designer has been hired to design and brand a consistent message through a proactive communication plan.
Immobilization Program – moving forward with purchasing and implementing new technology that will assist with identifying habitual parking offenders by means of License Plate Recognition Technology. A parking vehicle will be equipped with cameras, hardware and software that will allow it to passively check license plates against the habitual offender database as it is driven through the parking lots.

Payroll Services

Rating levels of satisfaction with the following attributes of Payroll Services.

Payroll Services Satisfaction Ratings
Attribute	2008 Mean	2008 Resp.
Overall satisfaction with the services provided	4.11	369
Accessibility to Payroll staff when needed	4.09	316
Timely response to your requests	4.00	308
Effective problem resolution	3.90	292
Knowledge of staff	4.08	325
Professionalism of staff	4.12	326
Easy to use Payroll Services website	3.95	248
Provides adequate communication regarding matters affecting employees (e.g. pay schedule policy changes deduction explanations services provided)	3.89	334
Total respondents (including "Don't Knows")		408

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.

Training and Development Programs provided by Staff Human Resources

Rating levels of satisfaction with the following attributes of Training and Development Programs.

Training Services Satisfaction Ratings
Attribute	2008 Mean	2008 Resp.
Overall satisfaction with the services provided	3.82	200
Quality of course offerings	3.82	194
Variety of course offerings	3.57	208
Providing adequate communication regarding course offerings	3.95	218
Relevant (to your job) course offerings	3.44	210
Frequency of course offerings	3.58	211
Quality of instruction	4.02	168
Convenient scheduling	3.72	202
Ease of registering for training classes via the web	4.06	181
Total respondents (including "Don't Knows")		264

Training 08/09 Intended Action Items

Compile and analyze existing Staff HR training data to derive meaningful suggestions for improving course content and courses offered
With the assistance of the Quality Improvement staff, we'll create and administer a needs assessment survey addressed to managers to determine how we can improve the quality of our training programs, what types of programs they would benefit from, if the lack of “quality of course offering” pertains to management’s training or the manager’s staff who need training, and how to make our program more relevant to both staff and MPPs.

University Police

Rating levels of satisfaction with the following attributes of University Police.

University Police Satisfaction Ratings
Attribute	2008 Mean	2008 Resp.
Overall satisfaction with the services provided	4.10	384
General feeling of safety	4.07	425
Visibility of police	3.82	416
Ease of contact with University Police (e.g. accessibility emergency phone locations)	4.10	356
Timeliness of police response	4.07	274
Knowledge of staff	3.98	289
Professionalism of staff	4.06	328
Ease and quality of CSO escort services	4.02	174
Provides adequate communication regarding matters affecting the campus community (e.g. phone numbers warnings crime trends services provided)	4.14	396
Total respondents (including "Don't Knows")		437

University Police 08/09 Intended Action Items

Advertise the CSO Escort program in campus newspaper, the University Police annual Clery Report brochure, and the University Police website
Alternate methods of enforcement will be used such as a Bicycle Patrol program and the use of a Personal Electric Mobility Vehicle.
Create balanced scorecard measure to track sustained alternate enforcement hours