Faculty and Staff 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.
Benefits Services
Rating levels of satisfaction with the following attributes of Benefits Services.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 4.09 | 370 | 4.06 | 442 | -0.04 |
| Accessibility to Benefits staff when needed | 4.05 | 355 | 4.03 | 432 | -0.02 |
| Timely response to your requests | 4.05 | 336 | 3.98 | 417 | -0.07 |
| Effective problem resolution | 4.01 | 303 | 3.96 | 384 | -0.05 |
| Knowledge of staff | 4.12 | 340 | 4.06 | 418 | -0.06 |
| Professionalism of staff | 4.27 | 350 | 4.16 | 420 | -0.10 |
| Offers appropriate training | 3.84 | 250 | 3.87 | 352 | +0.03 |
| Easy to use Benefits Services website | 3.88 | 289 | 3.76 | 377 | -0.12 |
| Provides adequate communication regarding matters affecting employees (e.g. enrollment process benefits changes services provided) | 3.92 | 344 | 3.88 | 423 | -0.04 |
| Total respondents (including "Don't Knows") | 409 | 487 |
Controller's Office
Rating levels of satisfaction with the following attributes of the Controller's Office.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 3.43 | 232 | 3.66 | 319 | +0.22 |
| Timeliness of travel and expense reimbursement | 2.92 | 245 | 3.53 | 318 | +0.60 |
| Ease of travel reimbursement process | 2.97 | 243 | 3.35 | 311 | +0.38 |
| Timeliness of payment to vendors | NA | NA | 3.42 | 181 | NA |
| Timeliness of completion of month-end closing | NA | NA | 3.71 | 150 | NA |
| Timeliness of recording of transactions to General Ledger | NA | NA | 3.67 | 143 | NA |
| Timeliness of processing of Chartfield requests | NA | NA | 3.72 | 139 | NA |
| Adequate responses provided on requests for information/guidance | NA | NA | 3.67 | 170 | NA |
| Sufficient response time when requesting information | NA | NA | 3.70 | 177 | NA |
| Usefulness of content available on Controller's website (forms, policies, procedures) | NA | NA | 3.62 | 162 | NA |
| The Controller's Office provides adequate communication regarding matters affecting the campus community | 3.23 | 203 | 3.48 | 284 | +0.25 |
| Total respondents (including "Don't Knows") | 411 | 482 |
Employee Relations
Rating levels of satisfaction with the following attributes of Employee Relations.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with services provided | 4.25 | 68 | 4.31 | 71 | +0.06 |
| Effectiveness of advice or recommended action | 4.15 | 62 | 4.26 | 68 | +0.12 |
| Responsiveness to your initial contact | 4.31 | 62 | 4.48 | 66 | +0.18 |
| Timeliness of actions regarding your issue | 4.08 | 62 | 4.38 | 64 | +0.29 |
| Timeliness of communication regarding next steps | 4.23 | 62 | 4.37 | 65 | +0.14 |
| The extent to which the training provided by Employee Relations is helpful in carrying out your related management duties | 4.19 | 63 | 4.30 | 69 | +0.11 |
| Total respondents (including "Don't Knows") | 88 | 91 |
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 | 4.05 | 423 | 4.05 | 449 | 0.0 |
| Attractive and visually appealing campus grounds | 4.39 | 438 | 4.42 | 472 | +0.03 |
| Quality of exterior public area maintenance (e.g. litter gum on walkways trash cans cigarette urns general cleanliness) | 4.17 | 434 | 4.20 | 472 | +0.03 |
| Quality of interior lighting | 3.85 | 437 | 3.99 | 471 | +0.14 |
| Quality of exterior lighting | 3.73 | 413 | 3.99 | 452 | +0.26 |
| Building components function as they should (e.g. doors locks floor coverings white boards stairwells) | 3.89 | 435 | 3.94 | 468 | +0.05 |
| Heating Ventilation and Air Conditioning function well (note: many buildings do not have A/C) | 3.36 | 431 | 3.44 | 464 | +0.08 |
| Responsiveness to your hot/cold calls | 3.69 | 339 | 3.80 | 367 | +0.11 |
| Timeliness of response to routine requests | 3.77 | 362 | 3.87 | 391 | +0.10 |
| Timeliness of response to urgent/emergency problems | 4.04 | 318 | 4.12 | 340 | +0.08 |
| Customer Service Center is helpful in resolving issues | 3.91 | 319 | 3.97 | 352 | +0.06 |
| Provides adequate communication about Facilities Management matters affecting the campus community | 3.89 | 379 | 3.90 | 417 | +0.01 |
| Total respondents (including "Don't Knows") | 443 | 472 |
Rating levels of satisfaction with the following attributes of Custodial Services.
| Area | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Office | 3.85 | 419 | 3.90 | 463 | +0.05 |
| Restrooms | 3.69 | 435 | 3.86 | 470 | +0.16 |
| Classrooms | 3.77 | 296 | 3.92 | 336 | +0.15 |
| Public Areas | 4.03 | 433 | 4.12 | 469 | +0.10 |
| Total respondents (including "Don't Knows") | 443 | 472 |
Financial Management Information System (FMIS)
Rating levels of satisfaction with the following attributes of FMIS.
| Area | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. |
|---|---|---|---|---|
| Overall satisfaction with services provided | NA | NA | 3.96 | 75 |
| Timeliness in completing PS Finance user ID changes | NA | NA | 3.81 | 69 |
| Responsiveness in resolving issues reported to FIS helpdesk (PS Finance) | NA | NA | 3.93 | 75 |
| Timeliness of weekly and monthly PS Finance reports | NA | NA | 3.96 | 68 |
| Availability of reports to meet end users needs | NA | NA | 3.93 | 70 |
| Total respondents (including "Don't Knows") | 80 |
Information Technology Services (ITS)
Rating levels of satisfaction with the following attributes of ITS.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 4.16 | 131 | 4.12 | 153 | -0.04 |
| Effectiveness of desktop support | 4.12 | 121 | 4.11 | 152 | -0.01 |
| Timeliness of desktop support resolutions | 4.03 | 120 | 4.12 | 151 | +0.09 |
| Accessibility to ITS staff when needed | 4.14 | 126 | 4.12 | 156 | -0.02 |
| Features and effectiveness of Lotus Notes | 3.97 | 130 | 3.91 | 159 | -0.06 |
| Reliability of telephone (voice network) | 4.20 | 130 | 4.06 | 159 | -0.14 |
| Telephone system functions available to you | 4.20 | 129 | 4.03 | 160 | -0.17 |
| Reliability of data network | 4.20 | 125 | 4.10 | 157 | -0.10 |
| Information is quickly and easily found on Division of Administration webpages | 3.77 | 122 | 3.79 | 150 | +0.02 |
| Adequate communication regarding matters affecting you (e.g., upgrade notifications, procedure changes, services provided, etc.) | 4.02 | 126 | 4.00 | 164 | -0.02 |
| Reliability of wireless connection when you are connected | 3.86 | 73 | 4.01 | 115 | +0.15 |
| Availability of wireless connectivity | 3.80 | 71 | 3.93 | 108 | +0.12 |
| Total respondents (including "Don't Knows") | 136 | 174 |
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 3.92 | 271 | 3.91 | 137 | -0.01 |
| Features and effectiveness of Webmail | 3.59 | 267 | 3.55 | 138 | -0.04 |
| Reliability of telephone (voice network) | 3.91 | 263 | 3.94 | 139 | +0.03 |
| Telephone system functions available to you | 3.60 | 264 | 3.61 | 141 | +0.01 |
| Reliability of data network | 3.93 | 231 | 3.96 | 121 | +0.03 |
| Reliability of wireless connection when you are connected | 3.50 | 216 | 3.68 | 120 | +0.18 |
| Availability of wireless connectivity | 3.25 | 204 | 3.68 | 113 | +0.43 |
| Total respondents (including "Don't Knows") | 288 | 150 |
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 | 3.67 | 369 | 3.75 | 441 | +0.08 |
| Timeliness of mail delivery to you | 3.45 | 366 | 3.60 | 431 | +0.16 |
| Accuracy of mail delivery | 3.51 | 358 | 3.61 | 432 | +0.10 |
| Timeliness of mail delivery to intended recipient when you are the sender | 3.53 | 318 | 3.65 | 392 | +0.12 |
| Information or training on the preparation of mail delivery | 3.38 | 227 | 3.58 | 303 | +0.20 |
| Provides adequate communication regarding matters affecting the campus community (e.g. mail schedule policy changes services provided) | 3.43 | 283 | 3.50 | 363 | +0.07 |
| Total respondents (including "Don't Knows") | 413 | 486 |
Parking and Access Services
Rating levels of satisfaction with the following attributes of Parking and Access Services.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 3.61 | 417 | 3.68 | 444 | +0.07 |
| The ease of obtaining an employee permit | 4.18 | 406 | 4.16 | 445 | -0.02 |
| The ease of finding a parking space when coming to work | 3.13 | 413 | 3.13 | 452 | 0.00 |
| The staff advice regarding your parking needs | 3.42 | 310 | 3.55 | 342 | +0.13 |
| Effective enforcement of parking violations | 3.10 | 355 | 3.25 | 376 | +0.15 |
| Balancing the parking access needs of visitors and employees | 3.21 | 370 | 3.30 | 405 | +0.09 |
| The overall experience with parking facilities (lot conditions landscape cleanliness lighting) | 3.73 | 421 | 3.91 | 449 | +0.19 |
| The overall experience with peak demand efforts (staff assistance radio station off-campus parking & shuttle) | 3.41 | 320 | 3.55 | 342 | +0.14 |
| The overall experience with parking information (signage lot closure notification message boards web site maps events radio station) | 3.66 | 403 | 3.71 | 428 | +0.05 |
| Adequate communication regarding the Rideshare / Alternate Transportation Program (e.g., transit options, Beach Bucks incentives, bus subsidies) | 3.52 | 375 | 3.84 | 405 | +0.32 |
| Total respondents (including "Don't Knows") | 439 | 472 |
Print Shop and Quick Copy
Rating levels of satisfaction with the following attributes of Print Shop and Quick Copy.
| Area | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. |
|---|---|---|---|---|
| Overal satisfaction with services provided | NA | NA | 4.31 | 123 |
| Knowledge and professionalism of staff | NA | NA | 4.33 | 126 |
| Ease of use of forms/procedures | NA | NA | 4.26 | 121 |
| Ease of use of On-line Ordering System | NA | NA | 4.07 | 82 |
| Timeliness of Work Performed (Print Shop) | NA | NA | 4.20 | 117 |
| Timeliness of Work Performed (Quick Copy) | NA | NA | 4.30 | 107 |
| Quality of Printing | NA | NA | 4.40 | 124 |
| Quality of copy service | NA | NA | 4.34 | 116 |
| Price of Work Performed | NA | NA | 3.90 | 115 |
| Total respondents (including "Don't Knows") | NA | NA | 132 |
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 | 4.11 | 369 | 4.21 | 462 | +0.10 |
| Accessibility to Payroll staff when needed | 4.09 | 316 | 4.15 | 411 | +0.06 |
| Timely response to your requests | 4.00 | 308 | 4.13 | 400 | +0.13 |
| Effective problem resolution | 3.90 | 292 | 4.08 | 384 | +0.18 |
| Knowledge of staff | 4.08 | 325 | 4.17 | 402 | +0.09 |
| Professionalism of staff | 4.12 | 326 | 4.19 | 416 | +0.07 |
| Easy to use Payroll Services website | 3.95 | 248 | 3.94 | 353 | -0.01 |
| Provides adequate communication regarding matters affecting employees (e.g. pay schedule policy changes deduction explanations services provided) | 3.89 | 334 | 3.95 | 417 | +0.06 |
| Total respondents (including "Don't Knows") | 408 | 488 |
University Police
Rating levels of satisfaction with the following attributes of University Police.
| Attribute | 2008 Mean | 2008 Resp. | 2009 Mean | 2009 Resp. | *Mean Change |
|---|---|---|---|---|---|
| Overall satisfaction with the services provided | 4.10 | 384 | 4.19 | 384 | +0.08 |
| General feeling of safety | 4.07 | 425 | 4.22 | 425 | +0.14 |
| Visibility of police | 3.82 | 416 | 3.97 | 416 | +0.16 |
| Ease of contact with University Police (e.g. accessibility emergency phone locations) | 4.10 | 356 | 4.15 | 356 | +0.05 |
| Timeliness of police response | 4.07 | 274 | 4.11 | 274 | +0.05 |
| Knowledge of staff | 3.98 | 289 | 3.98 | 289 | 0.00 |
| Professionalism of staff | 4.06 | 328 | 4.13 | 328 | +0.07 |
| Ease and quality of CSO escort services | 4.02 | 174 | 3.93 | 174 | -0.09 |
| Provides adequate communication regarding matters affecting the campus community (e.g. phone numbers warnings crime trends services provided) | 4.14 | 396 | 4.22 | 396 | +0.08 |
| Total respondents (including "Don't Knows") | 437 | 471 |
