1. UBC Department of Finance Office Staff Survey Forum Presentation March 17, 2004

2. Survey Summary  Objective To obtain feedback from Finance staff on the level of satisfaction with their role, the work environment and departmental communications.  Timeline February 5 - February 20, 2004  Statistics 60 responses (approximately 50% response rate)

3. Key Results and Feedback

4. General Information Question 1 In which area of Finance do you work? Payroll25.59% Accounts Payable17.24% Requisitions Processing 6.90% RTA13.79% General Accounting10.34% Reporting 3.45% Systems10.34% Other10.34% (Co-op position, tuition feeds, admin)

5. General Information Continued Question 2 What best describes the perception of your role at UBC Finance? Clerical30.00% Administrative11.43% Customer Service Rep14.29% Accounting 7.14% Consultant 2.86% Group Leader/ Supervisor 4.29% Managerial16.00% Analyst 11.43% Other 2.86%

6. General Information Continued Question 3 How long have you worked at UBC Finance? Less than one year22.41% 1-5 years41.38% 5-10 years13.79% More than 10 years22.41%

7. UBC Finance: Employment Evaluation To what extent do you agree with the following statements? Strongly12345 Strongly Disagree Agree

8. Position Profile A) The long-term goals and objectives of UBC Finance are clearly communicated to me. Average rank: 2.65 B) My job expectations are clear Average rank: 3.48 C) I feel that my job expectations are attainable and realistic. Average rank: 3.64 D) I am motivated to enhancing the quality of service offered to the campus community. Average rank: 4.23 E) I have a career plan that I wish t further advance at UBC Finance. Average rank: 3.58 F) UBC Finance provides clear guidelines on how I can achieve my career goals. Average rank: 2.73

9. Position Profile Comments  Communication gap between senior management and staff, particularly in terms of long-term goals, vision and strategy of Finance within the UBC campus community (A,F)  Individual understanding of role staff plays in furthering objectives of the department (B,E)  Despite perceived gap, majority of staff remain motivated to providing “best in class” customer service to the campus community (D)

10. Department G) I receive regular feedback on developments within my department Average rank: 2.98 H) My area of Finance is flexible to my family / personal responsibilities. Average rank: 3.82 I) I feel that the contributions I make to my area of UBC Finance are recognized: Average rank: 3.12 J) Creative work solutions and ideas are encouraged among staff Average rank: 3.33 K) I have received the appropriate training needed to perform my job well Average rank: 3.41

11. Department Continued & Comments L) I have access to the tools, resources and training needed to perform my job well. Average rank: 3.75 M) My manager/supervisor is supportive and open to providing me with the tools, resources and training needed to perform my job well. Average rank: 3.84 N) I have opportunities to cross-train and acquire different job skills. Average rank: 2.91 Comments  Respondents felt that the level of support they received (H,K,L,M) was generally positive  Majority would like to see a greater level of feedback on their progress (G,I), which could potentially increase morale and resourcefulness (J,N)

12. Work Environment O) I have the opportunity to interact with other staff in both a formal and informal manner. Average: 4.19 P) Individual staff members and their differences are respected here. Average: 3.92 Q) The UBC Finance Social Committee is effective in establishing a friendly, comfortable and open work environment. Average: 3.62 R) The “Grapevine” is an interesting and informative publication Average rank: 3.91 S) The Suggestion box is a useful tool in obtaining relevant and realistic feedback within the office Average rank: 3.29 T) The physical work environment is comfortable and conducive to performing my job well. Average rank: 3.15

13. Work Environment Comments  Feedback is indicative of positive atmosphere created in the office by staff (O-R)  To further enhance this sense of camaraderie, Social committee events and the “Grapevine” should be maintained

14. Question 5 Have you ever observed or experienced any of the following forms of discrimination or harassment in your job?  No, none have been observed or experienced47.50%  Verbal Harassment18.75%  Mental Intimidation13.75%  Racial 7.50%  Physical, sexual, age, gender and sexual orientation 1-3%

15. Question 5 continued  Inconsistent with positive evaluation of the work environment  Rephrase question (e.g.: “Have you observed or experienced any of the following forms of discrimination or harassment from coworkers or other office staff?”)  Addressing identified issues:  sensitivity training and workshops  open dialogue among staff

16. Question 6 What do you like BEST about your job? Coworkers60.00% Benefits53.33% Hours50.00% Supervisors26.67%

17. Question 6 continued When asked to elaborate on the one characteristic they liked BEST about their job, respondents commonly referred to: A) Relationships among coworkers, which is reflective of the open, friendly and supportive work environment and team atmosphere B) Benefits (medical, dental and tuition waivers) C) Degree of challenge and feeling of making a relevant contribution D) Opportunity to interact with students and the campus community

18. Question 7 What do you like LEAST about your job? Salary43.33% Job recognition31.67% Promotion Opps.30.00%

19. Question 7 continued When asked to elaborate on the one characteristic they liked LEAST about their job, respondents commonly referred to: A) Workload B) Lack of challenge / mundane tasks C) Lack of communication and input with senior management on department goals D) Salary not indicative of amount of work performed, responsibility and comparable commercial positions etc. E) Commute to work F) Lack of opportunities to advance, MP training G)Suggestions of an “orientation guide”

20. Question 8 & 9 8) How would you rate the level of customer service you provide the campus community? 9) How do you believe the campus community would rate the level of customer service UBC Finance provides? Question 8Question 9 Excellent31.67%1.67% Good61.67%40.00% Satisfactory3.00%36.67% Unsatisfactory0%16.67% Poor0%1.67%

21. Question 10 If the ratings in questions 8 & 9 are different, what do you believe accounts for this gap in perception?  Expectations gap between campus community and staff, and between what service level is desired and what is feasible  Not all Finance staff have a customer service-oriented attitude, background and/or training  Lack of communication to campus community results in perception gap  Can’t please everyone! (unrealistic expectations)

22. Question 11 Overall, how satisfied are you with your position at UBC Finance?  Very satisfied 20.34%  Generally satisfied 62.71%  Somewhat dissatisfied 10.17%  Very dissatisfied 6.78%

23. Conclusions 1. Clearer communication internally on Department mission, strategy, goals and policies 2. Clearer communication externally on Department procedures, structure and operations 3. Exploring possibilities and opportunities for staff members to develop a clear career path 4. Capitalizing on existing positive characteristics to create a further improved work environment

24. Suggestions 1. Developing a Mission Statement 2. Creating an “Orientation Guide” that is functional for both staff and customers 3. Evaluating hiring policies and available training resources 4. Maintaining frequent activities by the Social Committee, updates to “The Grapevine” etc. 5. Exploring / brainstorming possible options for flexible working conditions 6. Developing Personal Goals and Practices

25. Thank you!!!