global business services © 2007 ibm corporation state of indianajune 2007 state of indiana...

Global Business Services

State of Indiana June 2007 © 2007 IBM Corporation

State of Indiana

Government Management Information Systems (GMIS) Customer Survey - July, 2007

© 2007 IBM CorporationState of Indiana | IBM Global Business Services April 19, 2023

GMIS Customer Survey Overview The objective of the GMIS Customer Survey is to determine usage and

satisfaction with current PeopleSoft helpdesk support and training opportunities

Survey participants remained anonymous

Survey was e-mailed to ENCOMPASS mailing list on June 20, 2007

Survey closed on July 3, 2007


Key Findings PeopleSoft Usage

– 85% of all respondents use PeopleSoft at least once a week

– Only 43.1% indicate they are “comfortable” to “very comfortable” using PeopleSoft

– The majority of survey respondents use the ePro and Accounts Payable (AP) modules

– Few respondents use Accounts Receivable (AR) or Asset Management (AM) modules

– 59% of respondents indicate having a “Superuser” at their agency

• Of those that have a PeopleSoft Superuser, 60% use them as the first line of customer support

– GMIS is the first line of support for 42% of all respondents


Key Findings GMIS Support

– 41% of respondents are satisfied with GMIS support while 29% are dissatisfied; 30% are neither satisfied nor dissatisfied

– “Time to resolve problem” received lowest satisfaction score of all aspects of GMIS support

– “Technical skills” and “professionalism of GMIS staff” received highest satisfaction scores

– Only 16% feel that to a great extent, GMIS provides enough information to help understand the cause of the problem and avoid the problem in the future


Key Findings GMIS Training

– GMIS performed the initial PeopleSoft training for 20% of respondents compared to 47% who were trained by contractors

– Opinions are evenly mixed on the help GMIS training provides in performing an agency job effectively

– Staff remain unaware of online training options:

• Only 32% of staff have used UPK training• Less than 50% have used GMIS online walkthroughs

– Informal training by co-workers is received highest satisfaction score of all training methods


Potential Recommendations for GMIS Response Time

– Publish goals and performance metrics for average response times

– Track progress towards meeting goals over time and develop means for improvement

– Publicize response time goals vs. actual to GMIS customers to increase awareness of actual GMIS performance vs. perception

Customer understanding of solution

– Continue to provide documentation of solutions to common problems

– After solving problem, send copy of common problem/solution to user

Low awareness of online training tools

– Improve location prominence of UPK training and walkthroughs on GMIS website

– Develop better descriptions for purpose and content of UPK training

– Create “onboarding” document for new agency hires that describes GMIS capabilities and services


Potential Recommendations for Agencies

Superusers

– Establish criteria and processes for Tier 1 Support that makes better use of Superusers; develop understanding of which problems should be directed to GMIS and which could be routed to agency Superusers first to improve problem resolution time

Develop Agency Knowledge Management Process

– Create system and or web portal to share problem resolution knowledge that is either specific to that agency, or likely to be a repeated problem

• This will reduce instances of repeat GMIS ticket requests and GMIS backlog, thus improving ticket response time

– Use PeopleSoft user group to share solutions across agencies

Increase Training Efforts

– Establish agency training policies including a communications strategy to ensure State staff become proficient in PeopleSoft modules

• Increase use of online training opportunities including UPK• Incorporate training requirements into staff performance evaluations


Survey Response Data 209 total responses

– 31 Director/CFO/Controller

– 46 Manager Level

– 145 Staff Level

– 6 Other

Agency Participation*

– 39 unique agencies

– Top Agency Participation

• FSSA (29 Responses)

• DWD (20 Responses)

• DNR (15 Responses)

• IDEM (9 Responses)

* Participants could choose not to identify agency


Survey Categories Questions 1 – 2: Demographic Information

Questions 3 – 8: PeopleSoft Usage and Experience

Questions 9 – 19: GMIS Support

Questions 20 – 31: GMIS Training


Methodology Users were asked questions using a Likert scale as well as several

open ended questions

A Likert scale measures level of agreement:

– Strongly Agree = 5

– Agree = 4

– Sometimes Agree / Disagree = 3

– Disagree = 2

– Strongly Disagree = 1 We compiled the results of the multiple choice questions by calculating

the mean and median for each questions

– Mean: Average of all responses

– Median: Mid-point of all responses


PeopleSoft Usage and Experience

How frequently do you use one or more components of PeopleSoft Financial system as part of your job?

4%

3%

9%

19%

21%

44%

7%

2%

7%

6%

12%

68%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Never

Less than once a month

About once a month

About once a week

About once a day

Many times a day

Director/Mgr Staff

Customers surveyed are frequent users of PeopleSoft

– 85% of all respondents use PeopleSoft at least once a week



Overall, how comfortable are you now in using the PeopleSoft Financial system?

Staff are more comfortable than managers/directors using PeopleSoft

6%

14%

29%

35%

17%

17%

19%

38%

20%

6%

0% 20% 40% 60% 80% 100%

Not at all comfortable

A little bit comfortable

Moderately comfortable

Comfortable

Very comfortable

Staff Mgrs/Directors



Which of the following statements describe the function(s) you perform in PeopleSoft?

Survey respondents perform a variety of tasks in PeopleSoft

10%

14%

25%

26%

27%

32%

33%

38%

42%

50%

54%

0% 20% 40% 60% 80% 100%

I perform asset management functions.

I input accounts receivable.

I input GL journals.

I reconcile with the auditors office.

I receive equip/goods purchased.

I input claim vouchers.

I input purchase orders.

I input ePro requisitions.

I approve requisitions and/or purchase orders.

I use reports.

I use queries.



What is your first line of support for solving PeopleSoft related problems?

59% of respondents indicate there is a PeopleSoft Superuser employed at their agency

Of those that have a PeopleSoft Superuser, 60% use them as the first line of customer support

9%

1%

30%

60%

19%

15%

59%

7%

0% 20% 40% 60% 80% 100%

Other

PeopleSoft user at anotheragency

GMIS

Superuser/Trainer w ithinyour agency

Has Superuser No Superuser



The majority of survey respondents use the ePro and AP modules

Few respondents use AR or AM modules

Module % who use module

Procurement (ePro) 69%

Accounts Payable (AP) 53%

General Ledger (GL) 43%

Accounts Receivable (AR) 16%

Asset Management (AM) 15%


PeopleSoft Usage and Experience Of those that use each module, respondents indicated having problems with

ePro and AP more frequently than other modules

Never 1-3 times/month 4+ times/month

Accounts Payable (AP) 9% 52% 40%

Procurement (ePro) 8% 54% 38%

Asset Management (AM)41% 32% 27%

General Ledger (GL) 20% 57% 23%

Accounts Receivable (AR)36% 44% 20%

On average, how frequently do you encounter problems or issues when using each of the following PeopleSoft modules?


PeopleSoft Usage and Experience This echoes the fact that for users who use each module, they submit more

issues to GMIS regarding the ePro and AP modules

For each of the following PeopleSoft modules, how many issues have you submitted to GMIS in the last month?

None 1-2 3 or more

Procurement (ePro) 38% 24% 38%

Accounts Payable (AP) 39% 27% 34%

General Ledger (GL) 63% 25% 13%

Accounts Receivable (AR) 78% 17% 5%

Asset Management (AM) 90% 6% 4%


GMIS Support

Overall, how satisfied are you with GMIS support in enabling you to get your job done?

7%

22%

30%

35%

6%

0% 20% 40% 60% 80% 100%

Very dissatisfied

Dissatisfied

Neither satisfied nor dissatisfied

Satisfied

Very satisfied


GMIS Support: Online Help Documentation/Walkthroughs

Overall Mean

Overall Median

1. Ease of locating the solution you need 3.0 4

2. Clarity and ease of understanding the solution provided 3.1 4

3. Effectiveness in resolving your problem 3.2 4

4. The time it takes to resolve problems using online documents 2.7 3

* 25% of respondents do not use this service

46% of respondents indicate it takes more than 15 minutes to resolve problems using online help documentation/walkthroughs, while 12% are unable to resolve problems using this service.


GMIS Support: Help Desk Support by Email or Website

Overall Mean

Overall Median

1. Process of accessing the online submission form 4.0 4

2. Time to receive initial response to your email 3.6 4

3. Time to provide solution to your problem 2.8 2

4. Clarity and ease of understanding the solution provided 3.1 4

5. Effectiveness in resolving your problem 3.2 4


“Time to provide solution to problem” received a mean score below satisfactory.


GMIS Support: On-site Support (deskside/computer lab)

Overall Mean

Overall Median

1. Accessibility – The ability to access in-person support during regular business hours.

3.2 4

2. On-site support response time after help desk ticket is opened. 3.2 4

3. Problem resolution time (length of time from when the on-site agent contacts you to when the problem is resolved).

3.1 3

4. Technical skills of on-site support to resolve your problem. 3.4 3

5. Professionalism – Interaction quality, communication skills, flexibility, and people skills.

3.7 4


“Problem resolution time” again receives lowest score, while “professionalism of staff” and “technical skills” score high.


GMIS Support: Help Desk Support by Phone

Overall Mean

Overall Median

1. Process of accessing the help desk 3.6 4

2. Time to answer call 3.6 4

3. Communication skills 3.7 4

4. Technical skills to resolve your problem 3.5 4


Phone support received relatively higher scores in all categories than other support vehicles.


GMIS Support To what extent does GMIS provide information that helps you understand

the cause of the problem and avoid the same problem in the future?

24%

21%

39%

13%

3%

0% 20% 40% 60% 80% 100%

To a very small extent

To a small extent

To some extent

To a great extent

To a very great extent

Only 16% feel that to a great extent, GMIS provides enough information to help understand the cause of the problem and avoid the problem in the future


GMIS Support

Please describe the most frequent PeopleSoft problems you submit to GMIS.

The following were the most frequent types of problems respondents indicated submitting to GMIS:

– Canceling POs (14 comments)– Other ePro Issues (13)– Budget/Budget Check Errors (12)– Accounts Payable Errors (6)– Approval Process (5)– Password Problems (5)– Asset Management Issues (2)


GMIS Training How satisfied were you with your initial training experience on the PeopleSoft financial system?

– Similar satisfaction levels when initial training conducted by GMIS or external contractors

% of Total Indiana

Staff Trained

Satisfaction with Initial Training

Mean Mode

External Contractor 47% 3.4 4

GMIS 20% 3.3 4

Trainer from within your agency

14% 2.93

Other (please specify) 13% 2.7 3

No training received 6% N/A N/A* Other included training from IDOA and other agencies


GMIS TrainingTo what extent has GMIS training for the PeopleSoft Financial system helped you to perform your job effectively?

Responses about GMIS training follow a traditional bell curve, indicating mixed opinion across answer choices

17%

9%

11%

40%

16%

6%

0% 20% 40% 60% 80% 100%

Not applicable

To a very small extent

To a small extent

To some extent

To a great extent

To a very great extent


GMIS TrainingHow effective have each of the following training methods been in helping you learn to use PeopleSoft?

– Co-worker training is most effective, while help desk assistance scores lowest in effectiveness for training staff.

– Staff remain unaware of online training options:• Only 32% of staff have used UPK training, • Less than 50% have used GMIS online walkthroughs

Mean% Unaware of

training% who are aware, but have not used

Informal training from co-workers 3.8 7% 6%

GMIS Instructor-led workshop 3.7 11% 16%

PeopleSoft Users guide 3.5 8% 13%

GMIS Online Walkthrough 3.5 33% 25%

UPK online training 3.4 45% 23%

Agency SME/Internal Trainer 3.3 38% 17%

Vendor/Contractor led training/workshop 3.3 27% 15%

Help desk assistance 3.3 11% 16%


GMIS Training

How many GMIS-led PeopleSoft training courses have you taken?

88% of Agency PeopleSoft users have taken at least one GMIS-led training class

12%

44%

26%

18%

0% 20% 40% 60% 80% 100%

None

1 to 3

3 to 6

More than 6


GMIS Training

Overall Mean

Overall Median

1. Communication of when classes are offered 3.7 4

2. Explanation of class purpose prior to attending 3.7 4

3. Relevance of classes to your work 3.6 4

4. Frequency of classes offered 3.4 4

5. Breadth of different classes offered 3.2 3

6. Amount of detail offered in classes 3.3 4

7. Knowledge/expertise of class instructors 3.6 4

For each of the following areas, how satisfied are you with GMIS-led training classes?

Breadth of classes and amount of detail offered received lowest satisfaction


GMIS Training

How many User Productivity Kit (UPK) online e-tutorial courses have you completed?

32% of Agency PeopleSoft users have taken at least one UPK training class

68%

25%

5%

2%

0% 20% 40% 60% 80% 100%

None

1 to 3

3 to 6

More than 6


GMIS Training

Overall Mean

Overall Median

1. Communication of when classes are offered 3.2 3

2. Explanation of class purpose prior to using 3.3 3

3. Relevance of classes to your work 3.3 3

5. Breadth of different classes offered 3.1 3

6. Amount of detail offered in classes 3.1 3

For each of the following areas, how satisfied are you with User Productivity Kit (UPK) online e-tutorial courses?

Responses center around “Neither Satisfied Nor dissatisfied” for each aspect of UPK training


GMIS Training

GMIS Training

Mean

UPK Training

Mean

1. Communication of when classes are offered 3.7 3.2

2. Explanation of class purpose prior to using 3.7 3.3

3. Relevance of classes to your work 3.6 3.3

5. Breadth of different classes offered 3.2 3.1

6. Amount of detail offered in classes 3.3 3.1

Responses show higher satisfaction with GMIS training than UPK training for each aspect surveyed

Overall effectiveness in helping users to learn PeopleSoft was 3.7 for GMIS training vs. 3.4 for UPK training


GMIS TrainingHow helpful was the GMIS training you have received in getting you started using the PeopleSoft Financial System? Increasing your base knowledge?

GMIS training has been slightly more helpful increasing base knowledge vs. helping initially getting users started on PeopleSoft

20%

3%

17%

22%

28%

11%

2%

16%

28%

24%

12%

19%

0% 20% 40% 60% 80% 100%

Not applicable

Not at all helpful

Of little help

Moderately helpful

Helpful

Very helpful

Increasing Knowledge Getting Started


GMIS Training

What additional PeopleSoft training would you like to see offered?

The following were the most frequent types of training indicated by respondents:

– More reports/queries classes (8 comments)– Start to finish process training (6 comments)– Canceling POs (4 comments)– General troubleshooting (4 comments)– User segmented classes (4 comments)

*see word doc appendix for specific comments

global business services © 2007 ibm corporation state of indianajune 2007 state of indiana...

Documents