The Close to the
Customer Project
C2C@bus.oregonstate.edu
(541) 713-8041
Oregon State University UABC
Service Satisfaction Survey
Spring 2014
Table of Contents
Overview of Key Findings .............................................................................................................................. 3
1. Please indicate which services you have previously used ........................................................................ 5
1a. Which Human Resources services have you previously used? ........................................................... 5
1b. Which Finance and Accounting services have you previously used? ................................................. 0
2. How often do you use Business Center services?..................................................................................... 2
3. When you contact the Business Center, how often do you typically use each of the following
communication methods? ............................................................................................................................ 4
4. Satisfaction regarding BC services ............................................................................................................ 5
4a.Business Center representatives respond in a timely manner. ........................................................... 5
4b. Business Center representatives handle my issues to my satisfaction. ............................................. 6
4c. Business Center representatives are professional. ............................................................................. 7
4d. Business Center representatives are knowledgeable. ........................................................................ 8
4e. I know who to contact at the Business Center when I have an HR question/issue. ........................... 9
4f. I know who to contact at the BC when I have a Finance and Accounting question or issue. ........... 10
4g. The Business Center provides clear information on procedures and policies. ................................. 11
4h. I am comfortable approaching a BC representative when I have a question or issue. .................... 12
4i. Overall, my experiences with the Business Center have been positive. ........................................... 13
4j. The Business Center provides accurate budget preparation assistance. .......................................... 14
4k. The Business Center provides timely budget preparation assistance. ............................................. 15
5. Satisfaction regarding BC reports ........................................................................................................... 15
5a. The Business Center delivers reports in a timely manner. ............................................................... 16
5b. The Business Center reports provide useful information needed to monitor financial status. ....... 17
5c. The Business Center reports provide useful information needed to make decisions. ..................... 18
6. In which unit do you work? .................................................................................................................... 19
7. In what part of University Outreach and Engagement do you work? ................................................... 20
8. What is your position? ............................................................................................................................ 21
9. How long have you worked for your unit? ............................................................................................. 22
10. Do you have some positive comments that you would like to pass on? .............................................. 22
11. Please tell us what you think can be done to improve the Business Center services .......................... 23
Appendix A: Open-ended Responses to Question #10 ............................................................................... 24
Appendix B: Open-ended Responses to Question #11 ............................................................................... 39
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Research Objectives and Methods
The University Administrative Business Center (UABC) was implemented in August 2010 to meet the
human resource, finance, and accounting support needs of many units, clubs, and activities across the
Oregon State University campus. With the implementation complete, during 2011-12, C2C conducted a
satisfaction survey of Business Center customers to determine the satisfaction levels of faculty and staff
with Business Center services and identify actionable areas for improvement.
With a vision of including continuous improvement in transaction processing, financial reporting, and
assisting the University in developing an effective and high quality workforce, OSU’s Administration in
early 2014 sought to assess progress again by surveying Business Center customers. To assess progress,
the Administration wanted to use the questions from the 2011-12 survey so that the responses could be
compared to the previous results.
The Close to the Customer Project (C2C) was commissioned to conduct an online survey for faculty,
staff, and student workers and volunteers served by the UABC. C2C used the “Business Center
Questionnaire” from the previous Business Center study as the basis for the survey. The
questionnaire includes multiple-choice questions and two open-ended questions.
On April 18th, an email invitation containing a brief description and link to the survey was distributed to
1,599 individuals served by the UABC. On April 22nd a reminder email was sent to those who had not
yet responded.
The survey remained open for two weeks. Of the 1,599 employees that received the survey invitation, a
total of 480 surveys were completed for a response rate of 30.02 percent.
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Overview of Key Findings
Overall, respondents who work with UABC report high levels of satisfaction with the BC and its services;
although, there are a few areas in which respondents are seeking improvement. Below is a summary of
the most compelling findings from the survey data.
Respondents from UABC “agree” that their overall experience with the BC has been positive.
1. A majority of respondents agree*(responses of 4 or 5) that the BC representatives respond in a
timely manner (Figure 11), handle issues to their satisfaction (Figure 12), are professional (Figure
13), are knowledgeable (Figure 14) and nearly half agree that they know who to contact if they
have an HR question (Figure 15).
2. Half of respondents agree (responses of 4 or 5) that they know who to contact if they have a
Finance and Accounting issue (Figure 16), feel the BC provides clear information on procedures
and policies (Figure 17). Majority of respondents are comfortable (responses 4 or 5)
approaching BC representatives with questions (Figure 18).
3. A majority of respondents agree (responses of 4 or 5) that the BC provides accurate budget
preparation assistance (Figure 20) and provides timely budget preparation assistance (Figure
21).
4. A majority of respondents agree (responses of 4 or 5) that the BC delivers reports in a timely
manner (Figure 22), the reports provide useful information needed to monitor financial status
(Figure 23) and the reports provide useful information needed to make decisions (Figure 24).
5. Open-ended comments (Appendix A) indicate that many respondents are very satisfied with the
helpfulness and reliability of the UABC staff.
6. For some statements, the units’ level of agreement is significantly different. OSU Cascades
Campus, Students Affairs, and Extension have high levels of satisfaction with UABC as compared
with other units, while the Research Office and Enrollment Management have lower level of
satisfaction.
There are 16 units served by UABC. Respondents to the survey were asked to identify which of the 16
units served by UABC that they work in. The choices were:
x Academic Affairs
x Audit Services
x Enrollment Management
x Finance and Administration (E&G Funded)
x Graduate School
x Information Services
x International Programs
x Office of the President
Note: Responses to these questions were recorded on a five point scale, with 1=Strongly Disagree and
5=Strongly Agree. Answers of 4 and 5 indicate agreement with the statement and answers of 1 and 2
indicate disagreement.
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x
x
x
x
x
x
x
x
x
Office of the Provost
OSU Cascades Campus
OSU Library
Research Office, Centers, Institutes, and Programs
Student Affairs (E&G Funded)
University Outreach and Engagement
University Relations and Marketing
University Shared Services
Other
Instead of choosing a unit, a fairly large number of respondents chose the “Other” category and listed
programs under one of the units (e.g., Extension and Ecampus instead of University Outreach and
Engagement, INTO instead of International Programs). These programs have been added to the 16 units
in the charts that break out responses by unit.
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1. Please indicate which services you have previously used
Respondents were provided a list of 12 commonly used human resource services and 10 commonly used
finance and accounting services. An open-ended text field was also provided for respondents to specify
other, less commonly used services. Respondents were asked to select which services they had
previously used at the BC and they could check as many as they wished.
1a. Which Human Resources services have you previously used?
Figure 1
Which Human Resource services
have you previously used?
*New hire & payroll paperwork/new hire orientation
43.3%
*Rehires/renewal process
15.5%
Recruitment process
23.5%
Performance evaluations
24.0%
Pay/timesheet/leave balance
51.4%
Reclassification
16.7%
*Job changes
15.0%
Law/policy/procedure/collective bargaining…
9.5%
Position description updates
Termination/final paychecks
22.1%
10.5%
*Student hiring processes
21.4%
Policy interpretation/consultation
15.1%
Not applicable
15.3%
Other
7.1%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
Percent Of Respondents
Figure 1 illustrates that respondents use UABC human resource services primarily for
pay/timesheet/leave balance and new hire and payroll paper work/new hire orientation. The services
marked with an asterisk* indicate there was a statistical difference in the usage of at least two of the
units that use UABC services. Those differences will be explored in the following pages.
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Figure 2
Use of New hire & payroll
paperwork/new hire orientation
Information Services
31.4%
International Programs
71.4%
Average
49.0%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
Figure 2 depicts the use of new hire & payroll paperwork/orientation by unit. The usage among
Information Services employees (31 percent) was significantly lower than the usage in International
Programs (71.4 percent). The average use of this BC service by all respondents is included in these
figures as a reference.
Figure 3
Use of Rehires/renewal process
Academic Affairs
Information Services
University Outreach and Engagement
35.3%
7.8%
10.0%
Average
18.2%
0.0%
5.0%
10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 40.0%
Figure 3 depicts the use of the rehires/renewal process by unit. The usage among Information Services
employees (8 percent) and University Outreach and Engagement employees (10 percent) was
significantly lower than the usage of Academic Affairs (35 percent).
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Figure 4
Use of Job change services
Academic Affairs
OSU Library
29.4%
3.3%
Research Office, Centers, Institutes, and Programs
26.7%
Extension
5.6%
Average
17.0%
0%
5%
10%
15%
20%
25%
30%
35%
Figure 4 depicts the use of Job changes by unit. The usage among both OSU Library employees (3
percent) and Extension employees (6 percent) were significantly lower than the usage among Research
Office, Centers, Institutes, and Programs (27 percent) and Academic Affairs (29 percent).
Figure 5
Use of Student Hiring processes
Student Affairs (E&G Funded)
56%
University Outreach and Engagement
Extension
13.80%
5.60%
Average
0.00%
27.80%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
Figure 5 depicts the use of student hiring process by unit. The usage among Extension employees (6
percent) and University Outreach and Engagement employees (14 percent) was significantly lower than
the usage of Students Affairs (56 percent).
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Table 1
Other Human Resources Text Responses by Unit
Academic
Affairs
Enrollment
Management
Finance and
Administration
(E&G Funded)
Information
Service
International
Program
OSU Library
Research Office
Faculty fee form
Health coverage
Staff tuition waiver
Background Check
staff tuition reduction
support for PeopleAmin reporting, BIquery connections, FTR spreadsheets
FMLA
Staff Fee Processing
Reporting
Staff fee privs
Travel reimbursement
Military Leave
Staff tuition forms
staff tuition benefit
Exchange rate compensation checks
Staff Privileges
Staff fee tuition
Name Change, Staff Transfer Fee assistance
Have no idea who our Business Center is
Student Affairs
University
Outreach and
Engagement
Extension
Other
Staff Fee Tuition Discount
faculty/staff tuition
EMPCENTER (LOTS)
Cash out
Staff Fee Priviledge
staff fee form
transfer of faculty tuition reduction
reimbursements for work travel
Communication Allowance Address
information / help with staff tuition discounts
Tuition forms for transfer of benefit to another university
Staff Fee Privilege Form
Needed copy for financing matter
Staff Fee Reduction
additional issues regarding coordination with employee benefits, FMLA, workers'
compensation, disability claims, staff fee privileges
benefits
BC workgroup meeting on 4/16/14
not sure
Tuition Family Member Transfer
I'm at OSU-Cascades
Staff Benefits (tuition reduction)
Public Records process and litigation discovery. Also tuition waivers.
Table 1 lists the open-ended text responses from the units that use UABC. Units with small numbers of
responses to the survey were grouped together in the “Other” category to provide anonymity to the
respondents.
1b. Which Finance and Accounting services have you previously used?
Figure 6
Which Finance and Accounting Services
have you previously used?
Invoice processing/vendor payment
39.7%
*Travel/expense reimbursement
51.5%
Procurement/placing orders
21.7%
Timesheets or other payroll issues
43.3%
Budget/grant budget development
18.2%
Periodic budget/grant reporting
19.0%
Budget/grant analysis
13.1%
Budget/grant management
15.0%
Labor redistribution
10.6%
Policy interpretation/consultation
18.5%
Not Applicable
Other
17.5%
3.2%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
Percent of Respondents
Figure 6 illustrates that respondents use BC Finance and Accounting services primarily for
Travel/expense reimbursement, Timesheets or other payroll issues, and Invoice processing/vendor
payment. The asterisk* indicates that there was a statistical difference between at least two units in the
usage of that service. That difference will be examined next.
Figure 7
Use of Travel/expense reimbursement services
Information Services
70.6%
OSU Library
23.3%
Average
51.5%
0.0%
10.0%
Average
20.0%
30.0%
OSU Library
40.0%
50.0%
60.0%
70.0%
80.0%
Information Services
Figure 7 depicts the use Travel/expense reimbursement services by unit. The usage among the OSU
Library employees (23 percent) was significantly lower than Information Services (71 percent).
Table 2
Finance and
Administration (E&G
Funded)
Information Services
International Programs
Research Office, Centers,
Institutes, and Programs
University Outreach and
Engagement
Extension
Other
Other Finance and Accounting Text Responses
Request for Access processing
JV Corrections
Special Projects/Committee participation
PCards
Reporting
forward contracts, foreign currencies
Student billing for study abroad
Lab testing fee calculations
Vendor contracts; fee book pricing
I don't know any of these people
Event Manager refunds
Tuition adjustments
Communication Allowance Address
Tuition forms for transfer of benefits
federal employee benefits
Revenue Distributions/Budget Transfers
paid a 5cent charge
When the need may arise
I'm at OSU-Cascades
Public records estimate information, litigation discovery.
Table 2 lists the open-ended text responses from the units that use UABC. Units with small numbers of
responses to the survey were grouped together in the “Other” category to provide anonymity to the
respondents.
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2. How often do you use Business Center services?
Figure 8
How often do you use
Business Center services?
Never
44
Once or twice a year
122
Once or twice a term/quarter
107
Monthly
122
Weekly
114
Daily
42
0
20
40
60
80
100
120
140
Figure 8 depicts the distribution of the usage of BC services among respondents. Of the 551 valid
responses, 44 (8 percent) never use BC services, while 229 (just under 42 percent) use it once or twice a
year or once or twice a quarter. One hundred twenty two respondents (22 percent) use BC services
monthly and 114 (21 percent) respondents use BC service weekly. Forty-two respondents (nearly 8
percent) use BC services daily.
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Figure 9
How often do you use Business Center services?
Never
Acdemic Affairs
Enrollment Management
Once or twice a year
Finance and Administration
(E&G Funded)
Information Services
Once or twice a term/quarter
International Program
OSU Library
Monthly
Research Office, Centers,
Institutes, and Programs
Student Affairs (E&G Funded)
Weekly
University Outreach and
Engagement
Extension
Daily
0.0
10.0
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20.0
30.0
40.0
3
Figure 9 depicts the distribution of the usage of BC services. The smallest groups of respondents were
those who said they never use BC services and those who use BC services daily.
x Among the respondents who never use BC services, 16 percent were from Enrollment
Management and 14 percent were from Extension. None were from International Programs.
x Among the respondents who use BC services once or twice a year, Information Services (33
percent) and the OSU Library (30 percent) had the highest percentages, while International
Programs was the lowest with 11 percent.
x Among the respondents using BC services once or twice a term, Academic Affairs was the high at
27 percent and Student Affairs the low at 12 percent.
x Among the respondents using BC services monthly, Student Affairs (36 percent) and
International Programs (32 percent) had the highest percentages, while Enrollment
Management was the lowest with 11 percent.
x Among the respondents using BC services weekly, 37 percent were from Enrollment
Management, while only 14 percent were from Information Services and 13 percent were from
the OSU Library.
x Among the respondents using BC services daily, Finance and Administration (16 percent) was
significantly higher than Academic Affairs (3 percent), the OSU Library (3 percent), and Extension
(3 percent).
3. When you contact the Business Center, how often do you typically use
each of the following communication methods?
Figure 10
Average Percent of Use for BC Contact
Website
4.9%
On-campus
2.9%
In person
7.3%
E-mail
61.2%
Telephone
23.8%
0
10
20
30
40
50
60
70
Figure 10 indicates that most respondents contact the BC by e-mail (61 percent). Twenty-four percent
contacted the BC by telephone, while 7 percent contacted BC in person, 5 percent contacted BC by
website and 3 percent contact BC in person (on campus).
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4. Satisfaction regarding BC services
Respondents were asked to indicate their level of agreement with various statements about the BC. A
five-point scale was used to determine levels of agreement, with ‘1’ representing ‘Strongly Disagree’ and
‘5’ representing ‘Strongly Agree.’ Responses of ‘4’ or ‘5’ indicate the respondent agrees with the
presented statement, a ‘3’ indicates the respondent was neutral about the statement, and responses
of‘1’ or ‘2’ indicate the respondent disagrees with the statement.
Where no significant difference in the level of agreement was found among the units or departments,
the total number of agree to disagree responses are presented in bar charts such as Figure 11. Where
there were significant differences between units in their level of agreement with a survey question, bar
charts that show the means for each unit are presented (e.g., Figure 12).
4a.Business Center representatives respond in a timely manner.
Figure 11
Business Center representatives
respond in a timely manner.
Strongly Agree =5
191
4
178
3
77
2
27
Strongly Disagree =1
5
0
20
40
60
80
100
120
140
160
180
200
Figure 11 illustrates that, from 478 responses to this question, 77 percent agree (answers of 4 or 5) that
Business Center representatives respond in a timely manner.
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4b. Business Center representatives handl e my issues to my satisfaction.
Figure 12
Business Center representatives
handle my issues to my satisfaction.
OSU Cascades Campus
E Campus
INTO
University Relations and Marketing
Extension
Student Affairs (E&G Funded)
Graduate School
University Outreach and Engagement
Information Services
Academic Affairs
Office of the President
Audit Services
International Programs
Finance and Administration (E&G Funded)
Research Office, Centers, Institutes, and…
OSU Library
Enrollment Management
Office of the Provost
1.00
2.00
3.00
4.00
5.00
Figure 12 presents the average level of agreement in each unit with the statement "Business Center
representatives handle my issues to my satisfaction." In the units whose results are statistically different,
OSU Cascades Campus has a higher mean than Finance and Administration, the Research Office, the
OSU Library, Enrollment Management, and the Office of the Provost. Means of Ecampus, Student Affairs,
and University Outreach and Engagement are all higher than those of the Research Office, the OSU
Library, and Enrollment Management. INTO has a higher mean than the OSU Library and Enrollment
Management. University Relations and Marketing has a higher mean than Finance and Administration,
the Research Office, the OSU Library, and Enrollment Management. Extension is higher than
International Programs, Finance and Administration, the Research Office, the OSU Library, Enrollment
Management, and the Office of the Provost. Information Service has a higher mean than Enrollment
Management.
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In the results above it was noted that the mean for Student Affairs is significantly higher than the mean
of the Research Office. However, the mean for INTO, which is higher than the mean for Student Affairs,
is not significantly different than the Research Office. This can result from the sample size of INTO being
too low and/or the variance of INTO being too high to achieve a significant difference.
4c. Business Center representatives are professional.
Figure 13
Business Center representatives are professional.
Strongly Agree =5
252
4
174
3
41
2
12
Strongly Disagree =1
3
0
50
100
150
200
250
300
Figure 13 illustrates that, out of 482 responses to this question, 88 percent agree (answers of 4 or 5)
that Business Center representatives are professional.
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4d. Business Center representatives are knowledgeable.
Figure 14
Business Center representatives are knowledgeable.
INTO
OSU Cascades Campus
University Relations and Marketing
Graduate School
Extension
E Campus
Academic Affairs
Information Services
University Outreach and Engagement
Student Affairs (E&G Funded)
International Programs
OSU Library
Office of the President
Research Office, Centers, Institutes, and Programs
Finance and Administration (E&G Funded)
Office of the Provost
Enrollment Management
1.00
2.00
3.00
4.00
5.00
Figure 14 presents the average level of agreement in each unit with the statement "Business Center
representatives are knowledgeable." In the units whose results are statistically different, INTO, the OSU
Cascades Campus, University Relations and Marketing, the Graduate School, Extension, Academic Affairs,
Information Services, and University Outreach and Engagement all have higher means than the Research
office, Finance and Administration, and Enrollment Management. In addition, Ecampus, Student Affairs,
International Programs, and the OSU Library all have higher means than Enrollment Management.
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4e. I know who to contact at the Business Center wh en I have an HR
question/issue.
Figure 15
I know who to contact at the Business Center
when I have an HR question/issue.
Strongly Agree =5
97
4
109
3
108
2
99
Strongly Disagree =1
55
0
20
40
60
80
100
120
Figure 15 illustrates that, out of 468 responses to this question, more respondents agreed with the
statement (44 percent) than disagreed (33 percent) with the statement. Twenty-three percent of
respondents replied with a neutral answer (3). As the pattern of responses to this question differs from
what is typical (e.g., Figure 13), the UABC should monitor the number of neutral responses (108), which
outnumber the strongly agree (97) responses.
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4f. I know who to contact at the BC when I have a Finance and Accounting
question or issue.
Figure 16
I know who to contact at the Business Center when I
have a Finance/Accounting/Payroll question/issue.
OSU Cascades Campus
Student Affairs (E&G Funded)
International Programs
Office of the Provost
Office of the President
E Campus
University Outreach and Engagement
Academic Affairs
Finance and Administration (E&G Funded)
Information Services
Enrollment Management
OSU Library
University Relations and Marketing
Extension
Research Office, Centers, Institutes, and Programs
Graduate School
INTO
1.00
2.00
3.00
4.00
5.00
Figure 16 depicts the average level of agreement in each unit with the statement that "I know who to
contact at the Business Center when I have a Finance/Accounting/Payroll question/issue." In the units
whose results are statistically different, OSU Cascades Campus has a higher mean than the OSU Library,
University Relations and Marketing, Extension, the Research Office, the Graduate School, and INTO. The
mean of Student Affairs is higher than that of Ecampus, University Outreach and Engagement, Academic
Affairs, Finance and Administration, Information Services, Enrollment Management, the OSU Library,
University Relations and Marketing, Extension, the Research office, the Graduate School, and INTO. In
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addition, the mean of International Programs has a higher mean than Extension, the Research Office,
the Graduate School, and INTO. University Outreach and Engagement has a higher mean than the
Research Office and the Graduate School. The means of Academic Affairs, Finance and Administration,
and Information Service are all higher than that of the Graduate School.
4g. The Business Center provides clear informat ion on procedures and policies.
Figure 17
The Business Center provides clear
information on procedures and policies.
Strongly Agree =5
84
4
160
3
124
2
61
Strongly Disagree =1
24
0
20
40
60
80
100
120
140
160
180
Figure 17 depicts respondents’ level of agreement with the statement that "The Business Center
provides clear information on procedures and policies." From 453 responses to this question, more than
half of the respondents (54 percent) agree (answers of 4 or 5) that the Business Center provides clear
information on procedures and policies. Unfortunately, the number of neutral (3) responses as well as
the combined disagree responses (strongly disagree and 2) each exceed the number of strongly agree
responses. With a lower level of agreement, the Business Center should look into this topic to determine
what is causing problems for customers.
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4h. I am comfortable approaching a BC representative when I have a question or
issue.
Figure 18
I am comfortable approaching the Business Center
when I have a question or issue.
Strongly Agree =5
225
4
138
3
62
2
34
Strongly Disagree =1
11
0
50
100
150
200
250
Figure 18 illustrates that, out of 470 responses to this question, 363 (77 percent) agree (answers of 4 or
5) with that they are comfortable approaching the Business Center when they have a question or issue.
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4i. Overall, my experiences with the Business Center have been positive.
Figure 19
Overall, my experiences with the
Business Center have been positive.
OSU Cascades Campus
E Campus
Graduate School
Extension
INTO
Information Services
International Programs
University Relations and Marketing
Academic Affairs
Student Affairs (E&G Funded)
Office of the President
Finance and Administration (E&G Funded)
University Outreach and Engagement
OSU Library
Research Office, Centers, Institutes, and Programs
Enrollment Management
Office of the Provost
1.00
2.00
3.00
4.00
5.00
Figure 19 depicts the average level of agreement in each unit with the statement that "Overall, my
experiences with the Business Center have been positive." For those units with statistically different
results, the means of the OSU Cascades Campus, Ecampus, the Graduate School, Information Service,
International Programs, University Relations and Marketing, and Academic Affairs are all higher than
those of the Research Office and Enrollment Management. Extension has a higher mean than University
Outreach and Engagement, the OSU Library, the Research Office, and Enrollment Management.
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4j. The Business Center provides accurate budget preparation assistance.
Figure 20
The Business Center provides accurate
budget preparation assistance.
Extension
University Relations and Marketing
Student Affairs (E&G Funded)
INTO
Office of the President
International Programs
Graduate School
E Campus
Finance and Administration (E&G Funded)
OSU Cascades Campus
University Outreach and Engagement
Information Services
OSU Library
Academic Affairs
Research Office, Centers, Institutes, and Programs
Enrollment Management
1.00
2.00
3.00
4.00
5.00
Figure 20 depicts the respondents' agreement to the statement that "The Business Center provides
accurate budget preparation assistance." For those units with statistically different results, the means of
Extension, University Relations and Marketing, Student Affairs, International Programs, and University
Outreach and Engagement are higher than those of Academic Affairs, the Research Office, and
Enrollment Management. Ecampus has a higher mean than the Research Office. The means of Finance
and Administration, OSU Cascades Campus, and Information Services are higher than those of the
Research Office, and Enrollment Management.
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4k. The Business Center provides timely budget preparation assistance.
Figure 21
The Business Center provides timely
budget preparation assistance.
Extension
INTO
Office of the President
Student Affairs (E&G Funded)
University Relations and Marketing
International Programs
Information Services
E Campus
Graduate School
Finance and Administration (E&G Funded)
OSU Cascades Campus
University Outreach and Engagement
OSU Library
Academic Affairs
Enrollment Management
Research Office, Centers, Institutes, and…
1.00
2.00
3.00
4.00
5.00
Figure 21 depicts respondents' agreement with the statement that "The Business Center provide timely
budget preparation assistance." For the units with statistically different results, the means of Extension,
and Student Affairs are bigger than that of the Research Office.
5. Satisfaction regarding BC reports
Respondents were asked to indicate their level of agreement with various statements about BC reports.
A five point scale was used to determine levels of agreement, with ‘1’ representing ‘Strongly Disagree’
and ‘5’ representing ‘Strongly Agree.’ Responses of ‘4’ or ‘5’ indicate the respondent agrees with the
presented statement, a ‘3’ indicates the respondent was neutral about the statement, and responses
of‘1’ or ‘2’ indicate the respondent disagrees with the statement.
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5a. The Business Center delivers reports in a timely manner .
Figure 22
The Business Center delivers reports
in a timely manner.
Strongly Agree = 5
62
4
59
3
23
2
6
Strongly Disagree = 1
2
0
10
20
30
40
50
60
70
Figure 22 depicts respondents' level of agreement with the statement that "The Business Center delivers
reports in a timely manner." From 152 responses to this question, 121 (80 percent) agree (answers of 4
or 5) that the Business Center delivers reports in a timely manner.
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5b. The Business Center reports provide useful information needed to monitor
financial status.
Figure 23
Business Center reports provide useful information
needed to monitor financial status.
University Relations and Marketing
Student Affairs (E&G Funded)
Extension
OSU Cascades Campus
OSU Library
International Programs
Finance and Administration (E&G Funded)
E Campus
University Outreach and Engagement
Office of the President
Academic Affairs
Enrollment Management
Information Services
Research Office, Centers, Institutes, and Programs
1.00
2.00
3.00
4.00
5.00
Figure 23 depicts the average level of agreement in each unit with the statement that "Business Center
reports provide useful information needed to monitor financial status." For those units with statistically
different results, both University Relations and Marketing, and Student Affairs have higher means than
the Research Office.
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5c. The Business Center reports provide useful information needed to make
decisions.
Figure 24
Business Center reports provide useful
information needed to make decisions.
Strongly Agree = 5
62
4
48
3
22
2
21
Strongly Disagree = 1
6
0
10
20
30
40
50
60
70
Figure 24 illustrates that, out of 159 responses to this question, 110 (69 percent) agree (answers of 4 or
5) that Business Center reports provide useful information needed to make decisions.
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6. In which unit do you work?
Figure 25
In which unit do you work?
Audit Services
University Relations
and Marketing
Other (please
specify)
Academic
Affairs
E Campus Enrollment
Management
Extension
University Outreach
and Engagement
Finance and
Administration (E&G
Funded)
Graduate School
Student Affairs
(E&G Funded)
Research Office,
Centers, Institutes,
and Programs
OSU Library
OSU Cascades
Campus
Office of the Provost
Information Services
International
Programs
INTO
Office of the
President
Figure 25 illustrates that 10 units responded to the survey in relatively large numbers (more than 20),
probably due to the unit’s size. The largest three are University Outreach and Engagement (13 percent),
Research Office, Centers, Institutes, and Programs (10 percent) and Information Services (8 percent).
The remaining seven with high response rates include Academic Affairs, Enrollment Management,
Finance and Administration (E&G Funded), the Graduate School, International Programs, the OSU
Library, and Student Affairs (E&G Funded).
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7. In what part of University Outreach and Engagement do you work?
Figure 26
In what part of University Outreach and
Engagement do you work?
3
6
5
Extension-on campus
Extension-off campus
9
E-campus
57
Extension and Experiment
Station Communications
Other
Figure 26 indicates that the largest number of respondents from University Outreach and Engagement is
Extension-off campus. Of the 80 total respondents from University Outreach and Engagement unit, 57
respondents (71 percent) said they were from Extension-off campus. Only 3 respondents (almost 4
percent) came from Extension and Experiment Station Communication.
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8. What is your position?
Figure 27
Figure 27 indicates that “Classified Staff” responded in the largest numbers, with 210 responses
accounting for 40 percent of the total. The next largest group was 178 “Professional Faculty” at 34
percent. The 53 responses from “Director, Department Head/Senior Administrator” account for 10
percent. Twenty-three respondents (5 percent) identified themselves as “Instructor/Senior Instructor,”
and 20 responded “Professor” (4 percent). The smallest representation came from the “Research
Associate/Assistant” at 2 percent and “Graduate Assistants” at less than 1 percent. The 27 “Other”
responses represent 5 percent of the total.
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9. How long have you worked for your unit?
Figure 28
How long have you worked with or been involved with your unit?
85
144
Less than a year
1-3 years
145
4-9 years
10 or more years
143
Figure 28 indicates that only 16 percent of total respondents have worked in their unit for less than one
year. The remaining respondents are evenly distributed in the categories of 1-3 years, 4-9 years and 10
or more years, each accounting for about 28 percent of the total.
10. Do you have some positive comments that you would like to pass on?
In the open-ended comments, many respondents complimented BC staff members for their helpfulness
and friendliness. Overall, respondents indicate that they are satisfied with the people they work with
and the contacts they are assigned to in the BC.
Some specific words that were used to describe BC staff and services are as follows:
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
Knowledgeable
Responsive
Professional
Friendly
Timely
Efficient
Helpful
Supportive
Considerate
Patient
Prompt
Positive
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For a complete list of positive open-ended responses please refer to Appendix A, Tables 3-13. The
responses are broken down by location.
11. Please tell us what you think can be done to improve the Business
Center services
The constructive open-ended feedback regarding the UABC indicates that there is a desire for better
communication, faster access to cash, and more consistency in protocols and procedures within the BC
and between the BC and each location. In addition, various respondents commented on their lack of
knowledge of BC staff jobs and the array of services offered by the BC. Suggested improvements
included:
x
x
x
x
x
x
x
x
x
x
Respond to emails more quickly so they know the email was received (even if the BC can't help
them right away)
Streamline the process for hiring paper work
Reduce staff turnover, hire more staff, and fill vacant positions quickly
Increase transparency of processes, provide relevant information, and alert people when there
is a change.
Update the website and provide more detailed information. Make the BC website more friendly
so people can find what they need easily
Improve communication between departments and make the ownership of responsibility clear
Improve instruction on who to contact and where to go
Make policies and procedures among different Business Centers consistent
Move the BC to a more accessible location
Provide clear and timely budget report
For a complete list of constructive open-ended responses, please refer to Appendix B, Tables 14-24.
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