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1. Continue
to improve the level of customer service to the campus community through
increased communications, cross training and making information easily
accessible. (Applicable to Bread and Butter Goal 6c)
The implementation of the self-service application
(E-Apps) has made information more readily available to our employees. The
application allows employees to manage their personal information online.
2.
Provide benefit information to all new faculty and staff.
(Applicable to Bread and Butter Goal 6c)
In fiscal year 2007 the staff provided benefits
orientation sessions for 62 new faculty members for the 2006-2007 academic
year. We also provided orientation sessions for 102 new administrative and
support staff personnel during the fiscal year. Orientation sessions cover
basic life insurance, supplemental life insurance, health and dental
insurance, long-term care insurance, flexible spending accounts, retirement
options, long-term disability, and completion of personal information for
payroll purposes.
3.
Provide employees with a wide range of benefits in order to meet
their needs. (Applicable to Bread and Butter Goal 6c)
Utilization of the Employee Assistance Program (EAP)
remains consistent, with 23 new clients have contacted EAP for assistance
with personal issues as of June 30, 2007.
Resulting in 138 contacts and 126.08 contact hours.
Contacts were made for the following reasons:
- Family Issues 41%
- Personal Issues 35.9%
- Unknown/Declined 10.3%
- Work Issues 10.3%
- Work – Life Issues 5.1%
Assessment:
The customer satisfaction assessment for the Office of Human Resources was conducted in the fall of 2006. The results of the assessment show that,
overall Human Resources is performing well, and the majority of the customer
base is content with the service provided.
Of the 137 respondents who completed the survey 111 (84%)
rated their overall experience with the office as good or excellent yet 21
(16%) rated their experience as poor.
Although the overwhelming majority of comments were
positive, the major issues that were identified were:
- Knowledge of Policy
- Timeliness of responses
- Accuracy of responses
- Confidentiality
- Consistency of responses (communication within the
department)
- Communication of changes in policies to campus community
In response to the requests of
the respondents, the following action will be taken:
We have begun the process of cross referencing UWG policy
with BOR policy, as well as updating our “Guide to Human Resources. Once this
is complete we intend to update the UWG employee handbook and distribute to
all staff employees. The HR staff will be required to become more conversant
with policy in order to provide the faculty and staff with timely and
accurate answers.
We are continuously working to keep all of the staff
members informed in order to be able to have consistent answers to our
customers. Consistency is very important, we will continue to strive to make
the HR staff aware of current situations and issues in order to better serve
the campus community.
Confidentiality seems to be an issue as well. The office
structure is an issue in regard to confidentiality. Three of the HR staff
that deal with benefits, garnishments, tax levies, FMLA are housed in
cubicles. These are very sensitive issues and individuals become very upset
when they are required to discuss personal information in a cubical, where
other in the surrounding cubicles as well as anyone in the “lobby” can easily
hear the conversation.
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