CUSTOMER SERVICE ASSESSMENT

ASSET MANAGEMENT

University of West Georgia

The Customer Service Survey for Asset Management was started on December 4, 2006.  A notice of the survey was sent on the all-faculty and the all-staff email list serves.  In addition, each staff person within the Office of Budget Services and Asset Management included the survey web link as a signature on each email sent.  There were a total of 14 responses to the survey. 

Of those responding, 85% had been affiliated with UWG for over 5 years.  Forty-three percent contact Asset Management on a monthly basis, 21% on a quarterly basis, and 14% contact the office on an annual basis.  Most of those responding contact Asset Management by email, 79%.  Of those contacting the office, fifty-eight percent were seeking general information or procedures. 

Although a majority of those responding said they had not used the web site of Asset Management, of those that had used the web site, 62% used it to obtain forms and 50% used the site to learn procedures.  Twenty-five percent used the web site to look up policy.  Sixty-three percent found it easy to navigate from the University web site to Asset Management.

Eighty-five percent rated their knowledge of AM policies and procedures as good or excellent; fifteen percent rated it as poor.  Seventy-two percent rated as good or excellent Asset Management’s communication of changes to policy and procedures.  Ninety-two percent does not want more training.

Asked how the responder would rate the overall experience with the office of Asset Management, 72% rated it good or excellent.  Seventy-nine percent rated staff knowledge and staff courtesy and 78% rated staff accessibility as good or excellent.  Sixty-nine percent rated staff responsiveness as good or excellent.  Seventy-seven percent rated the overall quality of services received as good or excellent.

Comments received concerned the time it takes to move surplus items.  “When it is time to surplus items, we need them removed ASAP.  The process takes too long.  By the time surplus items are removed from our area, we have another large pile of items ready to be (moved to surplus).”  This comment and some of the statistics on staff responsiveness do point out a logistics problem for surplus that needs to be addressed on campus.  A large warehouse with some space for surplus has just been erected, but we are still hampered by conflicting demands on Asset Management and Facilities staff and DOAS requirements for handling surplus. We will continue to search for efficient solutions to these problems.

                                                            Patsy Barr, Director

                                                            Office of Budget Services and Asset Management

                                                            January 26, 2007