Customer Satisfaction Survey 2010/11 Action Items:

Business & Financial Services:

• Training: Provide training opportunities to the campus community through PCBO, specialized campus/department trainings, webinars and one-on-one meetings.
• Policies, Procedures, Reporting: Review, develop, enhance, and simplify policies, procedures and data warehouse reporting.
• Communication:Communicate regulatory, reporting and process changes to the campus community by standardizing methods, simplifying processes and clarifying ways to obtain and submit information.

Facility Services:

• We will perform periodic site inspections of completed work orders to assure timeliness and satisfaction of work for our customers. 
• We will establish new work-order procedures to make it easier for customers to initiate and track their work order.  
• The new custodial contract has adjusted cleaning frequency to help maintain a higher level cleanliness within University facilities.
• The custodial manager is now inspecting and verifying the work that is being performed by our contracted custodial group to ensure they are meeting our standards.
• A third day porter was added to address the cleaning of the restrooms during the hours of heaviest use.
• We have established specific project budgets to revitalize various areas of landscaping on campus.
• We will establish an annual night walk inspection to review and establish correction projects for deficient walkway, street, and parking lot lights. Two of the flower beds at ACD were repaired with new irrigation and replanted.

Human Resources & Payroll Services: 

• Analyze HR recruitment process and procedures to identify opportunities for improvement in the areas of timeliness and quality; implement improvements not later than June 29, 2012.
• Enhance overall customer service to the campus community the reorganization of the HREO department to a customer focused team/generalist services approach and the addition of a Senior Labor & Employee Relations position with focus on employee and labor complaint resolution.
• Enhance HREO web-site to ensure information is effectively displayed, maintained, and easily accessible.

Risk Management & Safety:

• Increase the campus community’s awareness by providing information in various venues regarding two processes: Initiating an ergonomic evaluation and reporting safety hazards.
• Increase accessibility of our Risk and Safety programs by improving or providing electronic accessibility through our RM&S website.
• Increase the awareness of RM&S programs amongst the Faculty members on campus.

University Police & Safety:

• More foot patrol on campus, particularly during daylight hours.
• More presence in parking lots in the evenings, particularly when classes are dismissing.
• Emphasis on courteous customer service from all, including communications personnel.