CUSTOMER SERVICE ASSESSMENT

DEPARTMENT OF INTERNAL AUDIT

The Department conducted a customer service oriented survey of faculty and staff.  The survey link was mailed to the locally hosted listservs ALL-FACULTY and ALL-STAFF January 11, 2007.  The survey closed the morning of January 26.

The survey resulted in twelve logins to the site but only ten provided responses to the quantitative questions.  It confirmed suspicions of the department’s anonymity among UWG’s faculty and staff community.  Two comments indicated they are unaware of this office. One response was totally dissatisfied with the Department of Internal Audit while another response expressed total satisfaction with the department’s fulfillment by providing an independent appraisal to UWG’s administration.  The remaining responses yielded a more “middle of the road” opinions.

The Department of Internal Audit’s plan of action is as follows:

• Improve communications
• Develop a comprehensive, informative web presence.
• Implement survey as last step of audit program – results will be more meaningful and permit Department of Internal Audit to implement changes in a timely manner
• Present information sessions to PAC and the Dean’s respective divisional meeting prior to the development of the annual audit plan.
• Provide periodic updates of the annual audit plan to PAC

Key factors:

• The department’s third audit position was filled January 22, 2006. 
• UWG will be implementing an “employee hotline” later this fiscal year according to the System’s Chief Audit Officer and Associate Vice Chancellor.