Feedback on The Department of Business & Financial Services

Transcription

1 Feedback on The Department of Business & Financial Services Presentation of Results to UBR Group Thursday, November 3, 2011

2 Purpose of the Survey Obtain feedback on the interactions between BFS & UBRs Better understand the needs of the UBRs Identify gaps in the current levels of service provided by BFS Use feedback to improve BFS

3 Survey Results 20 Questions 18 total Respondents

4 Communication between UBRs & BFS Staff Total Respondents 18 High 100 Low 0 Average - 58 Travel Office Purchasing Office Cashier's Office General Accounting Svcs. Accounts Receivable Accounts Payable Auxiliary Accounting Svcs. Business Automation Controller Strongly Disagree Neutral Strongly Agree

5 Communication between UBRs & BFS Staff The kind of communication I expect from BFS has to be timely, a thorough knowledge of operations and how it may impact other BFS areas; and having the right attitude in their willingness to help. I am disappointed in the communication response time for questions and TER processing. Communications need to be more proactive and timely. Accts Payable-They have been wonderful with the exception of one person. Purchasing-I would have listed this higher, but It feels like many people are hesitant to make a decision.

6 BFS Leadership Invites UBR Participation in Improving Business Practices Total Respondents 18 Lowest 18 Highest 82 Strongly Disagree Neutral Strongly Agree Average 52

7 BFS Leadership Invites UBR Participation in Improving Business Practices I have been with the University for [a number] of years, working in an administrative/financial capacity the whole while, and I will state that initially the BFS leadership did not encourage any participation in process improvement but the second round of leadership going forward was more interested in this. I can't answer this question about the current leadership because they haven't been in this position very long. The fact that they are pursuing this survey indicates that they are interested. The meetings that Mustafa initiated with "UBRs only" was a great informal venue to discuss issues and brainstorm ideas that I would like to continue. Need to be proactive and not wait for a problem to develop.

8 Overall Satisfaction with Support Received from BFS

9 Overall Satisfaction with Support Received from BFS On Average, Respondents Neither Agreed nor Disagreed with the statement: BFS staff Excels at providing effective solutions for the needs of the UBR Group And, On Average, Respondents Slightly Disagreed with the following: I Understand and find useful the financial statements I receive from BFS

10 Overall Satisfaction with Support Received from BFS Average Time to Answer Questions Question Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied I have not contacted this area Controller Business Automation Auxiliary Accounting Svcs. Accounts Payable Accounts Receivable General Accounting Svcs Cashiers Office Purchasing Office Travel Office

11 Satisfaction with Training Received from BFS

12 Additional Support from BFS Respondents said they want support in the following areas: Improved Financial Reporting Business Process Improvement Support Project Management Support Financial Analysis Support Training in General Accounting

13 Support from BFS Overall, the support that I have received from BFS has been very good. I think there is an effort to start providing more training, which I feel is very positive. I am new to this role. I would like UBR 101 training. I'm not sure if we're doing everything we should be doing, or if there is a better way to do things. I didn't list the amount of time it takes to do my UBR functions. At this point it's difficult to tell. Between HRS and financial matters it seems like 110% of my day.

14 Customer Service Service is Reliable and Dependable Total Respondents 14 High 100 Low 0 Average - 59 Strongly Disagree Neutral Strongly Agree

15 Customer Service Receives Individualized Attention Total Respondents 14 High 100 Low 0 Average - 58 Strongly Disagree Neutral Strongly Agree

16 Customer Service Staff is Responsiveness to Needs Total Respondents 14 High 100 Low 0 Average - 59 Strongly Disagree Neutral Strongly Agree

17 Customer Service Staff is Knowledgeable & Competent Total Respondents 14 High 100 Low 0 Average - 62 Strongly Disagree Neutral Strongly Agree

18 Customer Service All of my answers above related to Auxiliary Accounting Services are rated for the current staffing. Prior to departures in this area, my answers to the questions above would be "Strongly Agree". In these areas there are some people who are more responsive. People in the departments know more than your staff. With a few notable exceptions, my general comment about customer service in these areas is that more review and analysis is needed before the work product is sent to the customer. It shouldn't be up to the customer to point out glaring errors in the data and send it back (sometimes more than once!) to be corrected. Strongly Disagree Neutral Strongly Agree

19 Productivity of BR Meetings

20 Productivity of BR Meetings Limit attendees, propose items for discussion, provide refreshments, perhaps rotate venue among schools/colleges, invite guests to highlight their area/function, provide substantive details for us to review/comment before meeting More active role by the UBR's are needed. This could be in setting agenda or presenting at the meeting Training in various topics as suggested by the group Request reports on various relevant topics by the UBRs themselves to encourage more participation at meetings.

21 Productivity of BR Meetings These meetings would be more effective if there were time allotted for a discussion where UBRs could share current issues, discuss how these issues have been resolved or not, how financial information is reported to their dean, etc. I think the UBR meetings are productive in relaying information pertinent to UBRs in a timely manner. I also think that additional training and sharing ideas is greatly needed, especially for new UBRs. I'm interested in learning more about other Division's processes. We need UBR meetings for information sharing, but I like the new meetings where we can discuss issues in more detail. I would also love to have training, or a training manual. Maybe the UBR meetings are not the place for training. Having the new UBR meetings have helped me to understand how this campus and its systems work.

22 NEXT STEPS