Process Simplification Advisory Committee

August 26, 2009

Review of the University Telephone Directory

Motivations for Review

Cost

Usage

Environmental Impact

Methods of Data Collection

Analysis of current University practices

External benchmarking User Surveys

Analysis of Current University Practices

Departmental contacts update information and place directory orders

Communication Services conducts spot check and sends contact information to the publisher

Communication Services also places its directory order at this time. Last year’s order was for 22,000 print directories, based on 11,819 departmental orders, 4,500 student dorm rooms with telephones, and anticipated future requests.

Analysis of Current University Practices (Continued)

After securing advertisers for the directory, the publisher submits a set of electronic proofs to Communication Services for review

Upon approval of the proofs, the publisher prints the directories, delivers them to U.Va., and sends a check to Communications Services

Part of the proceeds from the directory is used to pay for directory distribution and storage.

Out of date, unused, and undistributed directories are eventually recycled

Storage of Undistributed Telephone Directories at the Fontana Facility

Telephone Directory Revenue and Costs FY 2008-09

Item Description Revenue Generated

Payment from University Directories $46,533

Item Description Cost Incurred

Communications Services Staff Time to Check $920

Facilities Management Delivery Fee $7,250

Undistributed Directory Storage per year $1,260

Directory Recycling $3,381

ESTIMATED NET REVENUE $33,722

External Benchmarking

Officials at 4 institutions interviewed Reasons given for discontinuing print

telephone directories: Budget cuts/Constricted resources Sustainability – move to “go paperless” Redundancy – online directory already existed Short “shelf-life” Decline in usage Decline in advertising revenue

Alternatives Formats Searchable Online Directory Full PDF Directory

User Surveys: Students

A walk-up survey was administered to a convenient sample of current U.Va. students over the course of 3 days in 2 different locations

A total of 280 students were surveyed Assuming a student population size or

21,057, this sample size yields a 90% confidence rate and a margin of error of +5%

Student Survey: Results

How often do you use the directory?

Very Often Often Sometimes Rarely Never0

50

100

150

200

250

Print Electronic

User Surveys: Faculty & Staff

An online survey was administered to individuals in academic, operational, and medical units across grounds

Stratified sampling was used to ensure appropriate representation of all unit types

318 total units across Grounds – 80 units sampled 103 academic units – 26 randomly sampled 71 operational units – 18 randomly sampled 144 medical units – 36 randomly sampled

User Surveys: Faculty & Staff (continued)

A total of 1,817 individuals participated in the electronic survey

Assuming a population size of 13,922, this sample sizes yields a 99% confidence rate and a margin of error of +2.85%.

Sample Demographics: Unit Classification: 49% Academic, 35%

Medical, 15% Operational Personal Classification: 29% Faculty, 71%

Staff

Faculty & Staff Survey: Results

How often do you use the directory?

Very Often Often Sometimes Rarely Never0

100

200

300

400

500

600

Print Electronic

Who’s Using the Print Directory?Respondent Categories

Two Main Respondent Categories: Print Directory Users – respondents who

reported using the print directory “often” or “very often” 19% of all respondents fall into this category

Print Directory Non-Users – respondents who reported using the print directory “sometimes,” “rarely,” or “never” 81% of all respondents fall into this category

Who’s Using the Print Directory?Respondent Categories (continued)

Print directory users can be divided into two sub-categories:

Dual-Users: Print directory users who use the electronic directory “often” or “very often” 6% of all respondents fall into this category

Sole-Users: Print directory users who use the electronic directory only “sometimes,” “rarely,” or “never”13% of all respondents fall into this category

Who’s Using the Print Directory?Respondent Categories (continued)

Print Directory Users

81%

6%

13%

Non-UsersDual-UsersSole-Users

Faculty & Staff Survey: Results (continued)

Why do you use the print directory?

Maps

Emer Ls

tngs

BOV/Admin

Acad D

epts

Med C

tr

Stud O

rgs

Fac/St

aff W

hitep

gs

Retired

Fac

Stud W

hitep

gs

Yello

wpgs/A

ds0

102030405060708090

Users Non-Users Sole-Users

Recommendations

In light of the previous results, Process Simplification offers the following options for improvement:

1) Eliminate Print Production Entirely & Enhance Electronic Features

2) Print Only Departmental Listings3) Eliminate Production Overruns

Process Simplification has provided a final report to the Vice President & Chief Information Officer