SUBJECT:

UCSD Faculty and Staff Customer Satisfaction Survey

Dear Colleague:

In the next week, you will receive an email from ucsd@srgsurvey.com inviting you to take this year's Faculty and Staff Customer Satisfaction Survey. It will have instructions and the link to get you to the survey. We truly value your feedback about the service our support units provided to you and your department.

Some examples of results brought about by staff and faculty input on this survey over the years include:

Business Contracts: They expanded and emphasized accessibility with additional staff and resources and the new workload management system helps better track projects, run forecasting reports and provide updates.

Environment, Health & Safety (EH&S): They expanded their training programs significantly. The number of people attending in-person safety training sessions increased; and web based training participation increased more than 300 percent over the last four years.

Gift Processing & Administration: They enhanced their website to provide more resources and tools, increased training, and improved their response times. By helping customers better understand the university and the IRS policies and procedures, they were able to process a large volume of gifts - about 35-40,000 ever year - more quickly.

Human Resources: They adjusted some programs around customer needs and extended their hours. The department has also acted proactively to bring executive search services in-house, saving the university over 1 million dollars annually in the past two years.

Administrative Computing and Telecommunications (ACT): Approximately 70% of the calls/emails are now handled at the Help Desk without further escalation, thereby shortening the service turnaround time. Additionally, weekly staff meetings have been established to review and address customer concerns and quarterly meetings were held as needed to reinforce consistency.

As a token of our appreciation for your time, you can download a coupon that takes $2 off every $10 you spend at the UC San Diego Bookstore AND you have a choice of one of the following UC San Diego logo gift items: ceramic mug, water bottle, or insulated lunch tote.

We appreciate your time. Thank you for helping us to improve services to you and your departments.

Steven W. Relyea Vice Chancellor-External and Business Affairs Gary C. Matthews Vice Chancellor - Resource Management and Planning