CUSTOMER SERVICE ASSESSMENT

BUDGET SERVICES

University of West Georgia

The Customer Service Survey for Budget Services was launched on December 4, 2006.  A notice of the survey was sent on the all-faculty and the all-staff 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.  A total of 28 people responded to the survey, 7 faculty and 21 staff. 

Of those responding, 64% have been affiliated with UWG for over 5 years.  Sixty-eight percent contacts Budget Services on a weekly or monthly basis, and 61% contacts Budget Services using email. A small majority of those responding indicated they had visited the website of Budget Services within the past 3 months, using the web site primarily for forms and reports. 

Eighty-two percent of the responders rated the overall experience with the Office of Budget Services as good or excellent.  In the areas of staff knowledge, staff responsiveness, staff courtesy, and staff helpfulness, eighty-five percent of those responding rated the office as good or excellent. For staff accessibility, eighty-nine percent rated the department as good or excellent.  Eighty-six rated the overall quality of services received as good or excellent.

Sixty-eight percent of those responding gave Budget Services a rating of good or excellent in how well the office communicates changes to policy and procedures.  Fifty-four percent of those responding rated their own knowledge and comfort with Budget Services policies and procedures as good or excellent.  Sixty-three percent rated the ease of navigating from the University website to the Budget Services website as good or excellent.

One comment suggested that we improve the budget amendment form.  This is an action already identified for a business process redesign.  Other comments indicated requests for more training on policies and procedures, and budgetary planning.

In terms of customer service, the survey indicates that Budget Services is doing very well.  There were no negative comments concerning the quality of service provided to the campus except for suggesting that we add more staff. It is no surprise that one of our staff members received one of three awards in the Division of Business & Finance Customer Service Recognition program for the first quarter.

The survey does indicate a need to establish policies and procedures for budgeting which the department will be working on in the coming months.  We will also be expanding our training efforts to include more information on procedures. 

Patsy Barr, Director

Office of Budget Services and Asset Management

January 26, 2007