Customer Satisfaction Survey 2009/10 Action Items:

Business & Financial Services:

  • Accounts Payable:
  1. Continue to respond to customers within 24 hours of their request
  2. Provide more information on the AP website
  3. Empower end users by sharing/communicating AP information to them
  4. Help end-users understand the difference between AP and P&SS
  • Mail:
  1. Participate in College/Divisional monthly account managers meeting to provide instructions on mail preparation
  2. Continue to update Mail Center web site with critical information
  3. Present at PCBO meetings
  • Shipping and Receiving:
  1. Provide more information on the Shipping & Receiving web site
  2. Continue to communicate critical information through PCBO
  3. Collaborate with Procurement Services to establish procedures to ensure accurate delivery of  shipments
  • Procurement Services:
  1. Establish reasonable timelines to process requests for Goods & Services
  2. Establish more effective training for campus
  3. Increase Communication
Financial Aid and Scholarships:
  • Information found on the office website was rated at 3.59
  • Telephone services were rated as 3.54 and e-mail services was rated as 3.68.  This is in contrast to a high degree of satisfaction with counter services (3.99) and a high degree of satisfaction with walk in counseling (3.91).  Interestingly, students are very satisfied with in-person services provided but not as satisfied with phone services and e-mail services.  This would suggest that creative solutions to improve these areas of services are warranted considering that we are a non-residential campus with a high commuter student population
  • The campus website is currently “under construction” as part of the campus-wide new website development.  It is anticipated that the launch of this new website planned during fall 2008 will enhance information provided to students via the web.

Human Resources & Payroll Services: 

  • The HREO website will be redesigned and updated by October 1, 2008 which will make it easier to understand, more user-friendly, comprehensive, and accessible
  • Enhancing e-Recruit is a goal in the 2008-09 HREO strategic business plan which will help to address customer concerns regarding ease of use for the employment website and for Recruitment forms and procedures
  • HREO is working on enhancing e-Development as part of the 2009-09 strategic business plan. This will make it easier for employees to register for training classes via the web
  • HREO has established a process to track incoming personnel/payroll documents, such as PANs and ATFs, in order  to ensure information security and timely processing of documents
  • HREO has added seminars to our annual training calendar to explain and communicate HREO processes such as Classification and Compensation to the campus
  • Payroll Services recently rolled out a new and significantly improved website which now includes easy navigation, a tremendous amount of additional information and practical resources
  • Payroll Services is developing new communication methods to ensure individuals are notified about important and significant payroll matters

Risk Management & Safety:

  • The Risk Analyst & Workers’ Compensation Coordinator is scheduled to attend Workers Compensation sessions at the Public Agency Risk Managers Association (PARMA) Annual Conference February 1 - 4 2009. In addition, she may attend a Workers Compensation training offered through the Insurance Educational Association (IEA) or an introductory course  towards the Workers' Compensation Claims Administration Certificate Program (WCCA)
  • Per the 07/08 Strategic Plan, the Injury and Illness Prevention (IIP) Program policy and procedure will be edited and improved.  The Executive Summary of this program will be comprehensive and user friendly.  This Executive Summary will be placed on the web page and the safety programs will be included in the body of the document.  This effort will improve the awareness and usability of the IIP program for our customers.  These improvements and new changes will be marketed to the campus community
  • The process of reporting safety hazards online will be improved.  This reporting process will be highly visible on the RM&S home page for the customer.  Awareness of this process and its new location will be marketed to the campus community

University Police:

  • This program encourages officers to strike up impromptu conversations with students. The officer then furnishes a card with the officers name and badge number
  • We are kicking off an ongoing focus group initiated to provide a variety of safe and practical choices for commuters to access our campus
  • Are kicking off an ongoing focus group assembled to develop a systematic plan for continuous improvement in processing citations and collecting fees

University Village Apartments:

  • One of our lower ranking is in overall value.  We recognize that there are cheaper places to live, but show high ranks for our program that fosters first time freshmen.  We work hard at training quality staff, involving residents with their faculty and peers, and providing a safe environment by having nightly staff rounds and positive community ties with our Police department.  
  • Involvement in faculty, social, and community activities ranks high.  In this survey year our residents attended 3.4 programs per month a 38% increase from the year before.  Our goal this year is to increase participation by at least another 25%.
  • Feedback about noise, environment, lighting, and amenities is being used to design our next phase of housing to expand our impacted campus housing.