Miramar College Employment/Payroll Point-of-Service Survey Item Analysis Spring 2009

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Coral Rich
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1 Miramar College Employment/Payroll Point-of-Service Survey Item Analysis Spring 2009 Prepared by: May 2009

2 Overview and Purpose Instrumentation The Business Office at Miramar College is used by employees for personnel/payroll, budget, purchasing, and facilities use assistance. Services available to employees are campus support for: Administrative Services - facility projects, facility (Civic Center) use, Facilities Committee, Safety Committee, and Review of Services Committee Business Services - budgetary monitoring, purchasing/requisitions and Requests for Services Employment/Payroll Services - personnel and timekeeping functions for contract and hourly employees, position control, and key/alarm control As part of the college s on-going effort to provide and maintain high quality service to employees, Miramar College participated in an evaluation process aimed at assessing employee satisfaction with the employment/payroll services. The focal point of this employee satisfaction survey was employment/payroll services support. Thus, employees who used services such as personnel and timekeeping functions for contract and hourly employees, position control, key/alarm control were the patrons surveyed. The timing of this effort was prompted by the upcoming college accreditation site visit scheduled for Fall Therefore, in consultation with the Office of Institutional Research and Planning at the San Diego Community College District, Administrative Services staff developed a point-of-service survey to evaluate employee satisfaction with employment/payroll services during the Spring 2009 semester. The referenced previous accreditation point-of-service surveys and worked with Administrative Services staff to develop and confirm the survey questions. The survey instrument contained 16 questions and took approximately 3 to 5 minutes to complete. A copy of the survey is provided in Appendix A. For reporting purposes, questions are not referred to in question order; rather they are clustered into 2 general areas: (1) Satisfaction with Services contained questions evaluating employee satisfaction with customer services. Employees were asked to rate 12 questions according to a Likert-type scale ranging from 1-Strongly Disagree to 5-Strongly Agree. The scale included a mid-point, 3-Neither Agree nor Disagree and employees were instructed to select 6-Not Applicable if they had not received the service. Agreement with a statement equated to satisfaction with service(s), while disagreement with a statement equated to dissatisfaction with service(s). (2) Open-Ended Questions asked employees to provide additional comments about what they liked best about the service, what they would change about the service, and if they would like someone to contact them for follow-up purposes. Please note that for purposes of confidentiality, employee contact information was not included in the report. 2

Committee Business Services - budgetary monitoring, purchasing/requisitions and Requests for Services Employment/Payroll Services - personnel and timekeeping functions for contract and hourly

3 Methodology Survey Results Satisfaction with Services Miramar College Employment/Payroll Survey Item Analysis The method of data collection for the point-of-service survey was an online survey. Employees who had used the services were instructed to access the survey directly from a URL link in a survey invitation or from a web page hosted by the. Employees using services at the office site were given a paper invitation to the survey. Additionally, to capture those employees who may have used online services only, employees on the college listserv received an invitation to the survey. In an effort to maximize employee response, a second "reminder" was sent prior to the end of data collection via the college listserv. A total of 30 surveys were returned. It is likely that there was insufficient data collected to render the results reliable and representative of the population of service users during the data collection timeframe. Consequently, this study should be considered a pilot study. Results reflect the opinions of only those employees who took the survey and may not reflect the opinions of the general population. Table 1. Employee Satisfaction with Employment/Payroll Services General Service Perception Staff Knowledge/ Communication Skills Satisfaction Statements Total N Strongly Disagree Disagree Neither Agree/ Disagree Information provided by the college Employment/Payroll Services is useful. 24 4% 21% 8% 46% 21% I was treated courteously by the staff. 28 4% 11% 4% 43% 39% The staff was attentive to my needs. 28 4% 7% 11% 43% 36% The assistance I received from this department 28 0% 14% 11% 46% 29% was useful. Overall, I am satisfied with the services I received. 27 4% 7% 7% 48% 33% I feel comfortable returning for additional services if I need them. The staff provided clear instructions which made the college hiring process easy. Pay discrepancy resolution was provided with care and professionalism. The staff was knowledgeable and able to answer my questions. Agree Strongly Agree 27 4% 11% 7% 44% 33% 22 5% 9% 36% 36% 14% 21 5% 14% 14% 43% 24% 28 4% 14% 4% 39% 39% Convenience/ Timeliness/ Availability of Service Pay discrepancy resolution was timely % 5% 29% 43% 14% Online payroll forms made the process more convenient for me. The office hours were convenient to meet my needs. Source: Spring 2009 Point-of-Service Survey 14 14% 14% 36% 14% 21% 27 4% 7% 11% 44% 33% 3

Employees using services at the office site were given a paper invitation to the survey.

4 Employee Comments Employees comments to the open-ended questions are listed in Appendix B. Comments are listed verbatim and are edited with **** only in the case of profanity or to protect an individual s identity in evaluative questions. 4

Comments are listed verbatim and are edited with **** only

5 Appendix A: Survey Instrument 5

6 EVALUATION OF SERVICES Employment/Payroll Services We are pleased that you have visited Employment/Payroll Services and now are asking for your feedback. Please take a few minutes to answer some questions about our service. Your suggestions and opinions are important to us. The responses will be evaluated and changes or improvements will be made in an effort to provide you with better services. Your responses will be kept completely confidential. Thanks for your participation! Please select only one answer per question. 1. Where did you receive the service(s)? 1 -- City College 2 -- Mesa College 3 -- Miramar College Please rate your level of agreement with the statements regarding service(s) you received according to the scale below. If you did not receive a service select Not Applicable Strongly Disagree Disagree Neither Agree Strongly Agree Not Applicable Agree/Disagree 2. The staff provided clear instructions which made the college hiring process easy. 3. Pay discrepancy resolution was timely. 4. Pay discrepancy resolution was provided with care and professionalism. 5. Online payroll forms made the process more convenient for me. 6. Information provided by the college Employment/Payroll Services is useful. 7. I was treated courteously by the staff. 8. The staff was attentive to my needs. 9. The staff was knowledgeable and able to answer my questions. 10. The assistance I received from this department was useful. 11. The office hours were convenient to meet my needs. 12. Overall, I am satisfied with the services I received. 13. I feel comfortable returning for additional services if I need them. 14. What did you like best about the service you received here? 15. If you could change one thing about this department or service, what would it be? 16. Would you like someone to contact you about your concerns? If so, please leave your name and phone number/ . (optional) Thank you for taking the survey! Please select [NEXT] to submit your responses. 6

The responses will be evaluated and changes or improvements will be made in an effort to provide you with better services. Your responses will be kept completely confidential.

7 Appendix B: Respondent Comments 7

8 What did you like best about the service you received here? 1. About my monthly paycheck amount. 2. Handling the problem correctly 3. Not a thing. 4. Nothing, staff is very unfriendly 5. Staff was helpful. 6. The Clerk If you could change one thing about this department or service, what would it be? 1. A more caring and understanding staff. 2. I can't think of anything. 3. I found the hiring process to be confusing. I would like to have it simplified. 4. In my opinion the department provide a satisfactory service. 5. Need more staff 6. the staff 7. When I asked for help I felt that the staff treated me as though I should have already known the answers to my questions. I'm a little weary to go back to them with questions. I also didn't know that I could access many forms online. 8

I found the hiring process to be confusing. I would like to have it simplified. 4. In my opinion the department provide a satisfactory service. 5. Need more staff 6. the staff 7.

Miramar College Transfer Center Point-of-Service Survey Executive Summary Spring 2009

Miramar College Transfer Center Point-of-Service Survey Executive Summary Spring 2009 Prepared by: May 2009 Table of Contents Overview and Purpose... 3 Methodology... 3 Instrumentation... 3 Survey Population...