UBC Department of FinanceCampus Community Customer Service Survey

Forum PresentationForum PresentationMarch 1, 2004March 1, 2004

Survey Summary

ObjectiveObjective

To obtain feedback directly from a specialized segment of customers To obtain feedback directly from a specialized segment of customers as part of a comprehensive market study to identify strengths, as part of a comprehensive market study to identify strengths, weaknesses, and opportunities for improvementweaknesses, and opportunities for improvement

TimelineTimeline

January 28 – February 10, 2004January 28 – February 10, 2004

StatisticsStatistics

132 responses (approx. 50% response rate)132 responses (approx. 50% response rate)

Key Results and Feedback

General Services

PurposePurpose Identify gaps between services and customers’ expectationsIdentify gaps between services and customers’ expectations

ContactContact Majority of respondents used e-mail or telephone to contact all areas Majority of respondents used e-mail or telephone to contact all areas

of financeof finance

Interestingly, 73% of respondents felt that implementing a Customer Interestingly, 73% of respondents felt that implementing a Customer Service Call Center would NOT improve department communicationsService Call Center would NOT improve department communications

General Services Continued

Processing 2 of 2

0

1

2

3

4

5

wee

ks

average

expected

Processing 1 of 2

0

1

2

3

4

5

Tran

sfer

&Se

vera

nce

Cash

Rece

ipts

Char

tfield

setu

p

PG &

Activ

ation

wee

ks

average

expected

General Services Comments

Performance gap among areas that require high Performance gap among areas that require high level of data entry and acquire high backloglevel of data entry and acquire high backlog

Temporary staff during high volume periodsTemporary staff during high volume periods

Training seminars availableTraining seminars available

Reporting

Reporting and Financial Statements

27%

58%

3%

1%11%

weekly monthly quarterly annually rarely

Preferred Method of Viewing

49% 51%

0%

50%

paper hard copy online

Reporting Comments

AccessibilityAccessibility Accessibility to comprehensive, user-friendly online financial Accessibility to comprehensive, user-friendly online financial

statementsstatements

ApplicabilityApplicability The terminology of the reports is too technical for those without The terminology of the reports is too technical for those without

accounting experienceaccounting experience

Notes to financial statementsNotes to financial statements MOST Training Workshops for MOST Training Workshops for Project/Grant Monitoring and Project/Grant Monitoring and ReconciliationReconciliation

Payroll

I know whom to contact for my payroll inquiries (avg. rank: 3.81)I know whom to contact for my payroll inquiries (avg. rank: 3.81) I am able to obtain the information I need when speaking to Payroll staff (avg. rank: 3.73)I am able to obtain the information I need when speaking to Payroll staff (avg. rank: 3.73)

When requesting information, my request is handled in a professional and courteous manner (avg. rank: 3.64)When requesting information, my request is handled in a professional and courteous manner (avg. rank: 3.64)

My queries are responded to in a timely manner (avg. rank: 3.43)My queries are responded to in a timely manner (avg. rank: 3.43)

To what extent do you agree with the following statements?To what extent do you agree with the following statements?

StronglyStrongly 11 22 33 44 5 Strongly5 StronglyAgreeAgree Disagree Disagree

Payroll Comments

Website Website Of the 52% of people who visited the Payroll website, 88% found the Of the 52% of people who visited the Payroll website, 88% found the

information they were looking for and felt it was “relatively easy to use.”information they were looking for and felt it was “relatively easy to use.”

Payroll FormsPayroll Forms Detailed information and instructions on how to complete payroll formsDetailed information and instructions on how to complete payroll forms Ability to save and/or track information on payroll forms completed Ability to save and/or track information on payroll forms completed

onlineonline

Customer ServiceCustomer Service Many respondents wished to emphasize the excellent customer service Many respondents wished to emphasize the excellent customer service

received by a particular Payroll representativereceived by a particular Payroll representative

Accounts Payable & Requisitions Processing

To what extent do you agree with the following statements?To what extent do you agree with the following statements?

StronglyStrongly 11 22 33 44 5 Strongly5 Strongly

AgreeAgree Disagree Disagree

When requesting information, my request is handled in a professional and courteous When requesting information, my request is handled in a professional and courteous manner (avg. rank: 3.63)manner (avg. rank: 3.63)

My queries are responded to in a timely manner (avg. rank: 3.22)My queries are responded to in a timely manner (avg. rank: 3.22) I know whom to contact for my A/P and/or Requisition Processing inquiries (avg. rank: I know whom to contact for my A/P and/or Requisition Processing inquiries (avg. rank:

3.27)3.27) I am able to obtain the information I need when speaking to A/P and/or Requisitions I am able to obtain the information I need when speaking to A/P and/or Requisitions

Processing staff (avg. rank: 3.48)Processing staff (avg. rank: 3.48)

A/P & Req. Process Comments

Timeliness of ResponseTimeliness of Response Long turn around time for requisitions processing puts respondent in Long turn around time for requisitions processing puts respondent in

awkward position when vendors do not receive payment awkward position when vendors do not receive payment

CommunicationCommunication General perception that A/P and Requisitions Processing is understaffed for General perception that A/P and Requisitions Processing is understaffed for

the volume of transactions that need to be done.the volume of transactions that need to be done. Difficulty in reaching staff and receiving responses to email ands and phone Difficulty in reaching staff and receiving responses to email ands and phone

callscalls Many found training seminar facilitated by Phyllis Edwards to be extremely Many found training seminar facilitated by Phyllis Edwards to be extremely

informative.informative.

Online FunctionalityOnline Functionality The option of processing requisitions and accessing accounts onlineThe option of processing requisitions and accessing accounts online

Research and Trust Accounting

To what extent do you agree with the following statements?To what extent do you agree with the following statements?

StronglyStrongly 11 22 33 44 5 Strongly5 StronglyAgreeAgree Disagree Disagree

When requesting information, my request is handled in a professional and When requesting information, my request is handled in a professional and courteous manner (avg. rank: 3.73)courteous manner (avg. rank: 3.73)

My queries are responded to in a timely manner (avg. rank: 3.47)My queries are responded to in a timely manner (avg. rank: 3.47) I know whom to contact for my RTA inquiries (avg. rank: 3.05)I know whom to contact for my RTA inquiries (avg. rank: 3.05) I am able to obtain the information I need when speaking to A/P and/or I am able to obtain the information I need when speaking to A/P and/or

Requisitions Processing staff (avg. rank: 3.40)Requisitions Processing staff (avg. rank: 3.40)

RTA Comments

WebsiteWebsite The majority of respondents (66%) were not familiar with the RTA The majority of respondents (66%) were not familiar with the RTA

website. However, after visiting the website, many new users found it website. However, after visiting the website, many new users found it “very useful.”“very useful.”

Some would like to see the website updated to include additional Some would like to see the website updated to include additional information on each agency’s financial reportinginformation on each agency’s financial reporting

Closing / Inactivating AccountsClosing / Inactivating Accounts More accurate monitoring and maintenance of project grantsMore accurate monitoring and maintenance of project grants A few respondents reported difficulty reaching staffA few respondents reported difficulty reaching staff

General Accounting

To what extent do you agree with the following statements?To what extent do you agree with the following statements?

StronglyStrongly 11 22 33 44 5 Strongly5 StronglyDisagreeDisagree Agree Agree

When requesting information, my request is handled in a professional and When requesting information, my request is handled in a professional and courteous manner (avg. rank: 3.65)courteous manner (avg. rank: 3.65)

My queries are responded to in a timely manner (avg. rank: 3.46)My queries are responded to in a timely manner (avg. rank: 3.46) I know whom to contact for my General Accounting inquiries (avg. rank: I know whom to contact for my General Accounting inquiries (avg. rank:

2.89) 2.89) I am able to obtain the information I need when speaking to General I am able to obtain the information I need when speaking to General

Accounting staff (avg. rank: 3.33)Accounting staff (avg. rank: 3.33)

General Accounting Comments

WebsiteWebsite 53% had not visited53% had not visited 88% found required 88% found required

information! information!

Available InformationAvailable Information Different Deposit ProceduresDifferent Deposit Procedures Petty Cash OptionsPetty Cash Options Currency ordersCurrency orders

EnableIT Peoplesoft Upgrade

1. Have you visited the EnableIT website?1. Have you visited the EnableIT website?NONO 74%74%YESYES 26%26%

2. To what extent do you feel you have been 2. To what extent do you feel you have been kept informed of the upgrade’s progress?kept informed of the upgrade’s progress?

Avg. rank: 2.10Avg. rank: 2.10

3. To what extent do you feel you have been3. To what extent do you feel you have beeninvolved or contributed to the upgrade?involved or contributed to the upgrade?

Avg. rank: 1.83Avg. rank: 1.83

EnableIT Continued

4. Would you like to participate in the testing of the system?4. Would you like to participate in the testing of the system?

YESYES 59%59%NONO 41%41%

Potential Module Upgrades

13%

34%

35%

9%

9%

Accounts ReceivableOnline Approval for transactionsonline expense claimsP/G BillingProject Accounting

Upgrade Training6%

3%

28%

8%

55%

AP Voucher Entry Cash Receipts

FMIS on the w eb JV Entry

nVision and Queries

EnableIT Upgrade Comments

CommunicationCommunication The majority of respondents felt that they were “uninformed” about both the The majority of respondents felt that they were “uninformed” about both the

progress and implications of the upgrade. The website was also described progress and implications of the upgrade. The website was also described as not “user friendly” and “too technical”as not “user friendly” and “too technical”

Susan Cuthbert, EnableIT Upgrade Communications CoordinatorSusan Cuthbert, EnableIT Upgrade Communications Coordinator

InvolvementInvolvement Advisory committees for both HR and Finance project teams have been Advisory committees for both HR and Finance project teams have been

formedformed Finance and HR representatives have also been involved in determining Finance and HR representatives have also been involved in determining

priorities, testing, reviewing business practices and determining what priorities, testing, reviewing business practices and determining what modules will be required in later project phasesmodules will be required in later project phases

Overall Performance & Conclusions

Overall, very encouraging Overall, very encouraging feedbackfeedback

1.1. Addressing communication Addressing communication gapsgaps

2.2. EnableIT functionality and EnableIT functionality and trainingtraining

3.3. Customer participation and Customer participation and feedback in creating service feedback in creating service oriented environmentoriented environment

Overall Service Evaluation3%

10%

49%

33%

5%

Unsatisfactory Marginal Average Good Excellent

Thank you!!!