executive summary fy19 year-end...ucsf hr customer satisfaction –overview 60 hr staff 1.5 58...

FAS Customer SatisfactionExecutive Summary

FY19 Year-End

About the American Customer Satisfaction Index: The American Customer Satisfaction Index (ACSI) is the only uniform, national cross-industry measure of satisfaction with the quality of goods and services in both the private and public sectors.

The ACSI is measured on a 0-100 scale where the score reflects the average rating of respondents (not percent satisfied or top box). Below are examples of benchmark scores for a variety of brands and Federal Government agencies measured by the ACSI. Typically, ACSI scores for internal service providers are lower and are often in the 50s, 60s and low 70s. Benchmarks and research for a variety of sectors, industries and companies can be found at: www.theacsi.org and www.cfigroup.com.

UCSF FAS Customer Satisfaction – ACSI Overview

Customer Satisfaction Model: The customer satisfaction index has a cause-and-effect model with drivers of satisfaction on the left side, satisfaction (ACSI) in the center, and outcomes of satisfaction on the right side. For government and internal service providers, important outcomes are partnership and trust. Each FAS service area has customized its model to reflect what is most important to the UCSF customers they serve (based on interviews). Models and related survey questions are updated over time based on learnings.

Core Service Delivery

Trust

Partnership

Staff

Website

Problem Resolution

Drivers Satisfaction Outcomes

8582

807978

7373

69696867

656261

57

LexusAmazonSubway

NordstromStarbucks

US Postal ServiceHealth Insurance Industry

Federal Government (Aggregated)Large Public Medical Centers - IT

Government Contact Centers IndexUCSF Financial & Administrative Services (FAS)Local Government - Police Service (Central City)

Veterans Affairs (Contact Center)IRS Paper Filers

Xfinity/Comcast (Cable Television)

CUSTOMER SATISFACTION INDEX BENCHMARKS

Similar Services

7.0 on 10 point scale

http://www.theacsi.org/

http://www.cfigroup.com/

FY 2019FY 2018FY 2017

65 65 67 66 67 66

53 55 5552 54 56 55

58 57 5753

6258

63 6467

6366

6164

70

76

70 7075

72

54 5256 56 57 57 56

68 67 67 66 67 67

82

75

8480 81

85

45505560657075808590

Wave 1(Oct 16)

Wave 2(Dec 16)

Wave 3(Apr 17)

Wave 4(Jun 17)

Wave 5(Sep 17)

Wave 6(Dec 17)

Wave 7(Apr 18)

Wave 8(Jul 18)

Wave 9(Oct 18)

Wave 10(Jan 19)

Wave 11(Apr 10)

FAS Average HR Finance IT PWE CLS Police

83

72

67

67

65

56

56

Police

Information Technology (IT)

Campus Life Services (CLS)

FAS Average

Finance

Human Resources

Physical Work Environment (PWE)

CUSTOMER SATISFACTION INDEX

FY19 FY18 Baseline

Year-over-year results: FAS significantly improved the customer experience in FY19 as evidenced by the 4-point increase in the FAS Average Customer Satisfaction Index (CSI), which is a straight average of the six major services areas shown above. The Physical Work Environment Survey combines services from Real Estate and Facilities Services.

Highlights:• 78% FAS service lines improved (47 of 60)• 63% of FAS services lines ≥ 70 (37 of 60)• 10% of FAS service lines < 60 (6 of 60)• Improved customer satisfaction led to increased sentiments of partnership and trust

UCSF FAS Customer Satisfaction – Executive Summary

*Police score is from a transactional survey not administered by CFI Group

FY19 ∆

FY19 Target

▲8

▲4

▲2

▲4

=

▲4

▲2

--

--

--

+1

+2

+1

--

FY 2019FY 2018FY 2017

UCSF HR Customer Satisfaction – Overview

HR Website/PeopleConnect62 0.9

HR Staff69 0.9

AA Website63 --

Trust62 4.8Customer Satisfaction Index

57

n=1,583

Overall Service61 3.3


Score on 0 to 100 point scalePredicted impact of a 5-point change in the driver score upon the CSI score

Customer Satisfaction Model (FY19)

Individual Contributors

5456 56

5456

58 5759 59 58

53

58 58 57

52

57 58 59

63

60 60

565759 59

46

60

57

61 6163

58 5858 57 57

5456

58 59

65

58

61

55

49

52

5557

54

59

54 53

5755

51

40

45

50

55

60

65

70

Wave 1(Oct 16)

Wave 2(Dec 16)

Wave 3(Apr 17)

Wave 4(Jun 17)

Wave 5(Sep 17)

Wave 6(Dec 17)

Wave 7(Apr 18)

Wave 8(Jul 18)

Wave 9(Oct 18)

Wave 10(Jan 19)

Wave 11(Apr 19)

Overall Campus Total Academics Staff Health

Scores and impacts are for FY19Score changes from prior FY shown in italics; bold indicates statistically significant at 90% confidence

+2

+2

+1

-2

+1+0

UCSF HR – Service Line Performance

*Services used by fewer than 10 respondents in FY19 are not shown

indicates high-impact service line

p4

p1

p3

p5

p2

p3

p2

q3

p6

q6

Indicates statistically significant difference at an or level of confidence80% 90%

Individual Contributors

50%

36%

23%

22%

18%

15%

12%

8%

7%

6%

4%

3%

64

71

64

57

48

71

66

61

60

66

71

43

Benefit Inquiry

Get Started

Recruit

Disability, FMLA and Leave

Job Classification andCompensation

Training and Development

Evaluate Performance

Appointment Process

Advancement

Appointment Renewal

Faculty and Staff AssistanceProgram

Workplace Accomodations

SERVICE LINE PERFORMANCE SCORES*

% of Resp. Used FY19 FY18 Baseline

FY 2019FY 2018FY 2017

UCSF HR Customer Satisfaction – Overview

HR Staff60 1.5

Systems58 0.7


50

n=263

Overall Service

53 2.3




Managers/Supervisors

4648 47 46 45 45 46

5149

51 51

4547 47

43

39

44 44

47 46

50

53

46

4947

43

39

44 45 46

50

54

46

49 4850 51

48 48

52 52 52

49

30

35

40

45

50

55

60

Wave 1(Oct 16)

Wave 2(Dec 16)

Wave 3(Apr 17)

Wave 4(Jun 17)

Wave 5(Sep 17)

Wave 6(Dec 17)

Wave 7(Apr 18)

Wave 8(Jul 18)

Wave 9(Oct 18)

Wave 10(Jan 19)

Wave 11(Apr 19)

Overall Campus Total Staff Health

HR Website/ PeopleConnect54 0.6

Partner.58 4.9


+3

+2

+7

+4

+4

+2

+2

UCSF HR – Service Line Performance




Managers/Supervisors

86%

85%

74%

60%

57%

54%

49%

44%

35%

8%

8%

7%

63

56

62

56

49

52

72

66

77

64

63

68

Evaluate Performance

Recruit

Get Started

Address Performance - Staff

Job Classification andCompensation

Disability, FMLA, and Other Leave

Separate

Training and Development

Faculty and Staff AssistanceProgram

Appointment

Appointment Renewals

Benefit Inquiry



p3

p3

p1

p3

p1

p5

p1

p1

p16

p20

p15

FY 2019FY 2018

62

58

63 6467

6366

61

55

49

59

6563

61 61

52

6361

6563

68

64

68

64

40

45

50

55

60

65

70

75

Wave 4(Jul 17)

Wave 5(Oct 17)

Wave 6(Dec 17)

Wave 7(Apr 17)

Wave 8(Jul 18)

Wave 9(Oct 18)

Wave 10(Jan 19)

Wave 11(Apr 19)

Overall Faculty Staff

UCSF Finance Customer Satisfaction – Overview


Problem Resolution55 0.9

Information Sharing69 1.0

Finance Staff76 0.6


65

n=799

Policy Compliance69 1.5

Partnership69 5.0





+4

+4

+4

-1

+4

+4

+3

+3

UCSF Finance – Service Line Performance



81%

65%

33%

31%

30%

26%

24%

10%

7%

7%

7%

6%

5%

3%

3%

2%

2%

83

70

56

77

68

73

62

76

64

63

73

75

59

71

84

75

68

Payroll

Travel and Expense…

Procure to Pay

Receiving and Delivery

Controller's Office Solution…

MyReports

Contracts and Grants Financial…

Use/Reconcile P-card

Recharges

Capital Asset Management

Annual Budget Process

Storage

AAS

RMIS - Purchase Coverage

FSC - Reviewing Monthly…

UPLAN

RMIS - File a Claim




p3

p2

p3

p7

p4

p5

p2

p6

p6

p7

p8

q10

p6

p11

p11

p8

FY 2018 FY 2019

64

70

76

70 7075

72

57

64

7167 69

72 706974

80 80

7479

75

65

71

7772 71

74 73

85

6366

78

87

39 38

49 49

79

44

35

45

55

65

75

85

Wave 5(Sep 17)

Wave 6(Dec 17)

Wave 7(Apr 18)

Wave 8(Jul 18)

Wave 9(Oct 18)

Wave 10(Jan 19)

Wave 11(Apr 19)

Overall Campus Health General Staff (non-IT staff) Students Distributed IT

UCSF IT Customer Satisfaction – Overview

Information & Comm.77 1.3

Service Desk Phone81 0.0

IT Staff81 0.7

Problem Resolution77 0.3


72

n=1,615

Core Service Delivery77 2.9

Partnership76 4.7





+4

+2

+3

-1

NA

+4

+4

+4

UCSF IT – Service Line Performance




p6

p9

p4

p3

p6

p3

p12

q5

p11

q2

p7

p15

p9

p6

46%

40%

25%

24%

18%

14%

13%

12%

9%

9%

7%

6%

1%

1%

78

78

79

79

69

81

76

70

69

70

78

75

61

58

Network Services

Email Support

Consultation Request

Getting a New Computer

Account Request Form

Video Conferencing

Getting a New Phone

Security Request

Server Request

Web Services

Wireless Network

Data Request

Firewall Request

DNS Request


% of Resp. Used FY19 Baseline (FY18)

FY 2019FY 2018

Physical Work Environment Customer Satisfaction – Overview

Service Requests

68 1.4

Workplace Cleanliness

70 0.5

Project Implement.

61 0.8


56

n=1,908

Existing Workspace

64 3.6

Partnership61 4.4




5452

56 5657 57

56

5250

5254

55 55 5556

54

5755 55

59

54

45

50

55

60

65

Wave 5(Sep 17)

Wave 6(Dec 17)

Wave 7(Apr 18)

Wave 8(Jul 18)

Wave 9(Oct 18)

Wave 10(Jan 19)

Wave 11(Apr 19)

Overall West Campus East Campus


+0

+3

+2

+3

+2+3

+5

UCSF PWE – Driver Performance


11%

29%

100%

100%

61

68

70

64

Project Implementation

Service Requests

Workplace Cleanliness

Existing Workspace

DRIVER PERFORMANCE SCORES

% of Resp. Used FY19 YTD Baseline (FY18)

p3

p3

p2

indicates high-impact driver

FY 2019FY 2018

Campus Life Services Customer Satisfaction – Overview


Drivers Satisfaction

Score on 0 to 100 point scalePredicted impact of a 5-point change in the driver score upon the Overall Service or CSI score


Customer Satisfaction Index

67

n=2,162

Information68 2.2

Wellness and Community71 1.1

Service LinesFitness &

Recreation Centers79 1.3

Conference & Meeting Centers72 0.4

Digital & Print Services85 0.5

Food & Retail Services70 0.6

Permit Parking72 0.4

Shuttles77 0.8

68 67 67 66 67 67

7168 68 67

69 68

60

69

6466

61 62

6865

6765 65 66

73 73

65

71 70

50

55

60

65

70

75

80

Wave 6(Jan 18)

Wave 7(Apr 18)

Wave 8(Jul 18)

Wave 9(Oct 18)

Wave 10(Jan 19)

Wave 11(Apr 19)

Overall Campus Staff Campus Academics UCSF Health Students


-2

+1

+0

UCSF CLS – Service Line Performance




p1

p1

q4

p1

q1

78%

74%

30%

24%

22%

17%

17%

70

77

72

79

71

72

85

Food and Retail Services

Shuttles

Permit Parking

Fitness & Recreation Centers

Wellness and Community

Conference and Meeting

Services

Digital and Print Services



FY 2019FY 2018

Police Field Services Customer Satisfaction – Overview

Year-Over-Year Score Changes

82

75

84

8081

85

7072747678808284868890

Wave 6(Feb 18)

Wave 7(Apr 18)

Wave 8(Jul 18)

Wave 9(Oct 18)

Wave 10(Jan 19)

Wave 11(Apr 19)

Overall

67

73

78

84

80

88

75

70

80

84

89

90

93

83

Safety/Security

Effectively Resolve Issues

Timely Problem Resolution

Understanding

Professionalism/Knowledge

Courtesy

Customer Satisfaction Index

FY19 FY18


executive summary fy19 year-end...ucsf hr customer satisfaction –overview 60 hr staff 1.5 58...

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