Actions Taken: Faculty and Staff Customer Satisfaction Survey
You provide the feedback and we the provide results! Check out some of the recent
improvements departments have made in the past through your survey responses below:
Department/Unit
Survey
Actions Taken
Feedback/Issue
Addressed
ACT – Help Desk Complex tickets were
To monitor the status of
not resolved in a timely tickets, reports were created
manner.
and sent daily to ACT
managers who reviewed the
timeliness of the follow up.
Transportation
Services –
Shuttle Services
Equipment
Management
General
Accounting
Staff &
Education
Development –
Blink Pages
There were concerns
regarding the
efficiency of the shuttle
system and the quality
of customer service
provided.
The following were
implemented:
• Introduction of a real time
shuttle arrival system
• Enhanced customer
service training
Concerns were raised A new inventory process
regarding the
was designed to alleviate the
responsiveness and
burden on departments by
overall communication supporting each quarterly
with Equipment
review with the equipment
Management because management team
of the large amount of supplemented by two
inventory work.
additional full time staff and
a contracted vendor.
There was an
While working to certify PCI
increased emphasis in compliance for the campus,
standards for
a kickoff session was held
compliance in
for the campus financial and
Payment Card Industry IT communities responsible
(PCI) security
for secure credit card credit
compliance.
processing to explain their
responsibilities and
approach to certifying
compliance.
The results of the
A significant amount of
survey showed that
updates and revisions were
the Staff &
made and added 17 pages
Development website
of new material and updating
rating was dropping
70% of existing pages.
and comments
indicated they could
use a refresh of
content.
Positive Impact
Making the unresolved
tickets available to
managers caused
additional awareness and
decreased the time it took
to resolve and close
cases.
Customers are saving
time by planning around
accurate shuttle times and
receiving enhanced
customer service.
This process has since
resulted in successful
inventory of approximately
80 campus buildings and
6,000 pieces of equipment
with minimal intrusion into
research or operational
processes.
The department has
consolidated and mapped
business processes and
data streams for 160
campus merchants to
support the attested selfassessment.
32% increase in web
presence and users now
regard Blink as the
primary source of campus
updates for Staff
Education and
Development information.
Dining Services
– Catering
Dining Services
•
Recent ratings and
comments
reflected concerns
about the new
required online
ordering system.
•
The minimum
ordering
requirement was
not meeting the
needs of
customers.
•
Customers
requested to bring
back “build your
own” salad bar
options.
•
The Catering team
•
assigned a specific
project to work with
Marketplace on work flow
and ease of use.
Catering is focusing
on ease of access and
ordering ease and in
progress in solutions.
•
A new Markets To-Go
program was
implemented from 6
neighborhood markets
and Club Med.
•
Customers with
smaller orders are no
longer precluded from
ordering. Availability of
pick-up and recharge
specifically makes the
process smoother and
easier for customers.
•
Dining Services opened
Sixty-Four Degrees
which includes build your
own offerings on most
platforms along with daily
specials
•
Customers are
provided healthier
food options with
specific convenience
features.
Quotes from our leaders:
“We received feedback from a few clients that they would have enjoyed more follow up after
their first session. FSAP counselors now routinely call new clients after their first sessions if they
have not already scheduled for a follow up appointment. We have heard favorable remarks that
clients found our outreach after the first appointment warm and inviting.”
– Director of Faculty and Staff Assistant Program (FSAP), Crystal Green
“In 2013, Procurements and Contracts implemented the Department Business Review (DBR)
program to initiate conversations with departments that had given the division an overall score
of less than 3. The departments that have received DBR from Integrated Procure-to-Pay
Solutions (IPPS) have been very receptive to the strategy.”
– Associate Controller, Chief Procurement Officer, Ted Johnson
“New staff needed to gain capability through experience with established business processes.
We adopted a strategy of internal teaming to support each other for specific knowledge.”
– Director of General Accounting, Bill McCarroll
“In an effort to improve the customer experience with the UC Learning Center, Staff Education
and Development has created a UC Learning Center Advisory Committee to gain direct
feedback from users and comprehensive User Guides for learners, managers and instructors.”
– Director of Staff Education & Development, Sue Anderson