1. UBC Department of Finance Campus Community Customer Service Survey Forum Presentation March 1, 2004

2. Survey Summary  Objective To obtain feedback directly from a specialized segment of customers as part of a comprehensive market study to identify strengths, weaknesses, and opportunities for improvement  Timeline January 28 – February 10, 2004  Statistics 132 responses (approx. 50% response rate)

3. Key Results and Feedback

4. General Services Purpose  Identify gaps between services and customers’ expectations Contact  Majority of respondents used e-mail or telephone to contact all areas of finance  Interestingly, 73% of respondents felt that implementing a Customer Service Call Center would NOT improve department communications

5. General Services Continued

6. General Services Comments  Performance gap among areas that require high level of data entry and acquire high backlog  Temporary staff during high volume periods  Training seminars available

7. Reporting

8. Reporting Comments Accessibility  Accessibility to comprehensive, user-friendly online financial statements Applicability  The terminology of the reports is too technical for those without accounting experience  Notes to financial statements  MOST Training Workshops for Project/Grant Monitoring and Reconciliation

9. Payroll  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)  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) To what extent do you agree with the following statements? Strongly12345 Strongly Agree Disagree

10. Payroll Comments Website  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.” Payroll Forms  Detailed information and instructions on how to complete payroll forms  Ability to save and/or track information on payroll forms completed online Customer Service  Many respondents wished to emphasize the excellent customer service received by a particular Payroll representative

11. Accounts Payable & Requisitions Processing To what extent do you agree with the following statements? Strongly12345 Strongly Agree Disagree  When requesting information, my request is handled in a professional and courteous manner (avg. rank: 3.63)  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: 3.27)  I am able to obtain the information I need when speaking to A/P and/or Requisitions Processing staff (avg. rank: 3.48)

12. A/P & Req. Process Comments Timeliness of Response  Long turn around time for requisitions processing puts respondent in awkward position when vendors do not receive payment Communication  General perception that A/P and Requisitions Processing is understaffed for the volume of transactions that need to be done.  Difficulty in reaching staff and receiving responses to email ands and phone calls  Many found training seminar facilitated by Phyllis Edwards to be extremely informative. Online Functionality  The option of processing requisitions and accessing accounts online

13. Research and Trust Accounting To what extent do you agree with the following statements? Strongly12345 Strongly Agree Disagree To what extent do you agree with the following statements? Strongly12345 Strongly Agree Disagree  When requesting information, my request is handled in a professional and courteous manner (avg. rank: 3.73)  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 am able to obtain the information I need when speaking to A/P and/or Requisitions Processing staff (avg. rank: 3.40)

14. RTA Comments Website  The majority of respondents (66%) were not familiar with the RTA website. However, after visiting the website, many new users found it “very useful.”  Some would like to see the website updated to include additional information on each agency’s financial reporting Closing / Inactivating Accounts  More accurate monitoring and maintenance of project grants  A few respondents reported difficulty reaching staff

15. General Accounting To what extent do you agree with the following statements? Strongly12345 Strongly Disagree Agree  When requesting information, my request is handled in a professional and courteous manner (avg. rank: 3.65)  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: 2.89)  I am able to obtain the information I need when speaking to General Accounting staff (avg. rank: 3.33)

16. General Accounting Comments Website  53% had not visited  88% found required information! Available Information  Different Deposit Procedures  Petty Cash Options  Currency orders

17. EnableIT Peoplesoft Upgrade 1. Have you visited the EnableIT website? NO74% YES26% 2. To what extent do you feel you have been kept informed of the upgrade’s progress? Avg. rank: 2.10 3. To what extent do you feel you have been involved or contributed to the upgrade? Avg. rank: 1.83

18. EnableIT Continued 4. Would you like to participate in the testing of the system? YES59% NO41%

19. EnableIT Upgrade Comments Communication  The majority of respondents felt that they were “uninformed” about both the progress and implications of the upgrade. The website was also described as not “user friendly” and “too technical”  Susan Cuthbert, EnableIT Upgrade Communications Coordinator Involvement  Advisory committees for both HR and Finance project teams have been formed  Finance and HR representatives have also been involved in determining priorities, testing, reviewing business practices and determining what modules will be required in later project phases

20. Overall Performance & Conclusions  Overall, very encouraging feedback 1. Addressing communication gaps 2. EnableIT functionality and training 3. Customer participation and feedback in creating service oriented environment

21. Thank you!!!