ASM and DFO Summary Results
*Positive (+) sign indicates an improved score from last year. Negative (-) sign indicates a decreased score. Mean change is determined by subtracting the 2008 mean score from the 2009 mean score.
Budget Management
Rating levels of satisfaction with the following attributes of Budget Management.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 4.35 | 17 | 4.38 | 16 | +0.02 |
| Timely and accurate budget data provided upon request | 4.35 | 17 | 4.38 | 16 | +0.02 |
| Timeliness of response to inquiries | 4.56 | 18 | 4.53 | 15 | -0.02 |
| Timeliness of budget transfers and Position Action Forms | 4.56 | 18 | 4.47 | 15 | -0.09 |
| Provides adequate support for budget projections/Financial Assessment | 3.88 | 16 | 4.00 | 15 | +0.13 |
| Value of the Internal Budget Document (IBD) | 3.82 | 17 | 3.87 | 15 | +0.04 |
| Total respondents (including "Don't Knows") | 19 | 17 |
Controller's Office
Rating levels of satisfaction with the following attributes of Controller's Office.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 3.17 | 18 | 3.41 | 17 | +0.25 |
| Knowledge and professionalism of staff | 3.17 | 18 | 3.53 | 17 | +0.36 |
| Clear easy to follow policies and procedures | 2.83 | 18 | 2.94 | 16 | +0.10 |
| Usefulness of content available on Controller's website (forms, policies, procedures) | 2.69 | 16 | 3.13 | 15 | +0.45 |
| Timeliness of payments to vendors | 2.65 | 17 | 3.25 | 16 | +0.60 |
| Effective handling of invoices | 2.83 | 18 | 3.35 | 17 | +0.52 |
| Timeliness of travel and expense reimbursement | 1.95 | 19 | 3.17 | 18 | +1.22 |
| Timeliness of completion of month-end closing | NA | NA | 4.19 | 16 | NA |
| Timeliness of recording of transactions to General Ledger | NA | NA | 4.00 | 16 | NA |
| Timeliness of processing of Chartfield requests | NA | NA | 3.86 | 14 | NA |
| Adequate responses provided on requests for information/guidance | NA | NA | 3.44 | 16 | NA |
| Sufficient response time when requesting information | NA | NA | 3.56 | 16 | NA |
| Provides adequate communication on key issues to the campus community | NA | NA | 2.67 | 15 | NA |
| Total respondents (including "Don't Knows") | 20 | 18 |
Facilities Management
Rating levels of satisfaction with the following attributes of Facilities Management.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 3.75 | 20 | 4.17 | 18 | +0.42 |
| Knowledge and professionalism of staff | 4.16 | 19 | 4.39 | 18 | +0.23 |
| Ease of use of key issue process | 3.89 | 18 | 4.00 | 17 | +0.11 |
| The electronic work order meets my needs | 3.41 | 17 | 3.76 | 17 | +0.35 |
| Timeliness of billing process | 2.68 | 19 | 2.94 | 18 | +0.26 |
| Accuracy of the billing process | 3.05 | 19 | 3.35 | 17 | +0.30 |
| Timeliness of response to routine requests | 3.70 | 20 | 3.78 | 18 | +0.08 |
| Timeliness of response to urgent/emergency problems | 4.11 | 19 | 4.17 | 18 | +0.06 |
| Quality of landscaping and grounds | 4.42 | 19 | 4.67 | 18 | +0.25 |
| Quality of custodial services provided | 3.70 | 20 | 4.00 | 17 | +0.30 |
| Total respondents (including "Don't Knows") | 20 |
Financial Management Information System (FMIS)
Rating levels of satisfaction with the following attributes of FMIS.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with services provided | 3.88 | 17 | 3.76 | 17 | -0.12 |
| Timeliness in completing PS Finance User ID changes | 3.69 | 16 | 3.94 | 16 | +0.25 |
| Responsiveness in resolving issues reported to FIS helpdesk (PS Finance) | 3.20 | 15 | 3.75 | 16 | +0.55 |
| Timeliness of weekly and monthly PS Finance reports | 3.76 | 17 | 4.12 | 17 | +0.35 |
| Availability of reports to meet end users needs | 3.81 | 16 | 3.76 | 17 | -0.05 |
| Total respondents (including "Don't Knows") | 19 | 17 |
Mail Services
Rating levels of satisfaction with the following attributes of Mail Services.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 3.53 | 15 | 3.59 | 17 | +0.05 |
| Timeliness of mail delivery to you | 3.41 | 17 | 3.53 | 17 | +0.12 |
| Accuracy of mail delivery | 3.00 | 16 | 3.59 | 17 | +0.59 |
| Timeliness of mail delivery to intended recipient when you are the sender | 3.33 | 15 | 3.64 | 14 | +0.31 |
| Consistency of mail delivery/pick-up time | 4.00 | 14 | 3.94 | 17 | -0.06 |
| Information or training on the preparation of mail delivery | 3.55 | 11 | 3.60 | 15 | +0.05 |
| Accuracy of mail charges | 3.42 | 12 | 3.20 | 15 | -0.22 |
| Provides adequate communication regarding matters affecting the campus community (e.g. mail schedule changes in policies services provided etc) | 3.33 | 12 | 3.00 | 17 | -0.33 |
| Total respondents (including "Don't Knows") | 20 | 18 |
Payroll Services
Rating levels of satisfaction with the following attributes of Payroll Services.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 4.15 | 20 | 4.50 | 18 | +0.35 |
| Ease of use of forms and procedures for timekeeping | 3.95 | 20 | 4.22 | 18 | +0.27 |
| Responsiveness to and correction of payroll distribution errors | 3.95 | 19 | 4.28 | 18 | +0.33 |
| Timeliness of response to timekeeping questions/requests | 4.25 | 20 | 4.44 | 18 | +0.19 |
| Effective problem resolution | 4.05 | 20 | 4.33 | 18 | +0.28 |
| Effectiveness of Payroll recommendations | 4.06 | 16 | 4.27 | 15 | +0.20 |
| Working relations with your department | 4.32 | 19 | 4.59 | 17 | +0.27 |
| Easy to use Payroll Services website | 3.67 | 15 | 4.00 | 15 | +0.33 |
| Usefulness of payroll self service functions (myCSULB) | 4.06 | 18 | 4.25 | 16 | +0.19 |
| Provides adequate communication regarding matters affecting employees (e.g. pay schedule, policy changes, deduction explanations, services provided, etc) | 3.61 | 18 | 3.94 | 17 | +0.33 |
| Total respondents (including "Don't Knows") | 20 | 18 |
Purchasing
Rating levels of satisfaction with the following attributes of Purchasing.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 3.78 | 18 | 3.50 | 18 | -0.28 |
| Accessibility of staff when needed | 3.42 | 19 | 3.22 | 18 | -0.20 |
| Knowledgeable staff | 3.74 | 19 | 3.53 | 17 | -0.21 |
| Professionalism of staff | 3.89 | 19 | 3.67 | 18 | -0.23 |
| Effective problem resolution | 3.37 | 19 | 3.28 | 18 | -0.09 |
| Clear, easy to follow policies and procedures | 3.11 | 19 | 3.39 | 18 | 0.28 |
| Accommodating rush and emergency orders | 3.68 | 19 | 3.56 | 16 | -0.12 |
| Time between initiating a requisition and issuing a purchase order | 3.16 | 19 | 2.94 | 17 | -0.22 |
| Timeliness of receiving goods and/or services from time of requisition | 3.60 | 15 | 3.53 | 17 | -0.07 |
| Availability of information on the status of my order | 3.28 | 18 | 3.24 | 17 | -0.04 |
| Considers my needs when selecting new vendors | 2.82 | 17 | 3.41 | 17 | +0.59 |
| Taking advantage of all vendor discounts that are allowed | 3.46 | 13 | 3.73 | 15 | +0.27 |
| Efficiency of Procurement Credit Card purchase option | 3.58 | 19 | 3.89 | 18 | +0.31 |
| Usefulness of Procurement Credit Card purchase option | 4.00 | 18 | 4.06 | 18 | +0.06 |
| Total respondents (including "Don't Knows") | 19 | 18 |
Safety and Risk Management
Rating levels of satisfaction with the following attributes of Safety and Risk Management.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with services provided | 4.32 | 19 | 4.50 | 18 | +0.18 |
| Ease of use of forms and procedures for Environmental Health & Safety | 3.89 | 18 | 4.18 | 17 | +0.29 |
| Ease of use of forms and procedures for Risk Management/Workers Compensation | 4.05 | 20 | 4.22 | 18 | +0.17 |
| Accessibility of unit/staff regarding your Environmental Health & Safety issue(s) | 4.44 | 16 | 4.44 | 16 | +0.00 |
| Accessibility of unit/staff regarding your Risk Management/Workers Compensation issue(s) | 4.55 | 20 | 4.39 | 18 | -0.16 |
| Effectiveness of service/advice regarding your Environmental Health & Safety issue(s) | 4.11 | 18 | 4.29 | 17 | +0.18 |
| Effectiveness of service/advice regarding your Risk Management/Workers Compensation issue(s) | 4.47 | 19 | 4.33 | 18 | -0.14 |
| Knowledge and professionalism of staff | 4.47 | 19 | 4.61 | 18 | +0.14 |
| Effectiveness of web site regarding your issue(s) | 3.88 | 16 | 3.94 | 17 | +0.06 |
| Availability of types of Environmental Health & Safety training to meet your needs | NA | NA | 4.13 | 16 | NA |
| Availability of types of Risk Management training to meet your needs | NA | NA | 4.06 | 16 | NA |
| Availability of types of Environmental Health & Safety training to meet the needs of your area staff | NA | NA | 4.20 | 15 | NA |
| Availability of types of Risk Management training to meet the needs of your area staff and/or faculty | NA | NA | 4.19 | 16 | NA |
| Responsiveness of unit/staff to your Environmental Health & Safety request(s)/question(s) | 4.29 | 17 | 4.31 | 16 | +0.02 |
| Responsiveness of unit/staff to your Risk Management/Workers Compensation request(s)/question(s) | 4.65 | 20 | 4.39 | 18 | -0.26 |
| Total respondents (including "Don't Knows") | 20 | 18 |
