Transforming Administration Program Survey Results/Action Plans

Background Transforming Administration Program (TAP) Executive Sponsor, Gerald Baldasty, Provost Encompasses all central administrative units Goal: Enhance the culture of service in UW’s central administration units All central administrative units, including the Attorney General’s Office and Executive Offices

Survey Culture of Service initiative launched In 2015 TAP surveyed the University and identified opportunities in Central Administration: Responsiveness Knowledge/Understanding Customer Service Consistency Accessibility Culture of Service initiative launched

Culture of Service Culture of Service (COS) is a program facilitated by UW Seattle Organizational Excellence to carry out the vision of TAP A “culture of service” is a shared purpose where everyone is focused on delivering value for others inside and outside their organization and across the University

TAP Survey – January 2017 UW Bothell was asked to identify administrative services to participate in the survey Campus Safety Custodial Services Digital Communications Printing/Copier Services Registration Financial Aid Graduate Programs

Survey Results – May 2017 Survey Response Rate Invited 39,090 faculty, students, staff All faculty, all staff, 50% of students at UW Bothell and UW Tacoma; 25% students at UW Seattle 11% (4266) overall responded/provided answers 9% response at UW Bothell 11% (4266) overall responded/provided answers; goal was 10%, so 11% is a good response You can find details about the response rate on the TAP website

Identify Opportunities – June 2017 Met with unit leaders to discuss results and develop action plans There was a common consensus that the response rate was insufficient, however units are seizing the opportunity to improve services Draft action plans were presented to the Administration & Planning leadership team Chancellors Executive Team to review and comment by July 28

Campus Safety Understands my needs and requirements Campus Safety will conduct a survey of Students, Faculty and Staff Increase the amount of Campus Safety forums and trainings Establish recurring training sessions on best practices Increase officer foot patrol Provides effective online documentation service information Conduct web focus groups Insert a comment/suggestion box on the Campus Safety landing webpage Review UWPD and other institutions online services Monitor and comply with RCW, State law, university rules and regulations

Custodial Services Provides effective online documentation service information Conduct web focus groups Assign web editor duties to an existing staff member Review UW Seattle, UW Tacoma, and other institutions online services Is making changes in a direction that better meets my needs Conducted a campus-wide survey to assess customer satisfaction on services provided by the department

Digital Communications Provides effective online documentation service information Upgrade to Kentico 10. Upgrade the Digital Communication website Empower campus web publishers to serve as more proactive ambassadors within units Survey web publishers and focus groups Responds to requests or problems within an acceptable time Improve project review and intake process Clarify expectations of timeline for service requests Establish referral services Institute bi-weekly review of project requests Is making changes in a direction that better meets my needs Conducted a web-publisher survey, which resulted in upgrading the content management system to Kentico 10 Report progress to campus leadership

Printing/Copier Services Understands my needs and requirements Developing a strategic initiative to improve printing services Establish customer review process Provides effective online documentation service information Develop a dedicated printing and copier services website Responds to requests or problems within an acceptable time Encourage the campus community to continue to utilize UWB IT Helpdesk as first-tier point of contact Develop a tracking mechanism to assess turnaround response time

Registration and Financial Aid Provides effective online documentation service information. Revisit the websites to try to identify opportunities to clarify or strengthen our on-line documentation and services, Physically circulate surveys down on the campus walkway asking for rather simple, actionable feedback Responds to requests or problems within an acceptable time. Convene at least one focus group of students this fall to try to identify “pain points”

What’s next? As UW Bothell’s TAP Ambassador, Therese Grant will provide guidance to participating units: Action plans were sent to the Provost on August 1 Launch improvement efforts Ongoing measurement and evaluation Report efforts and results to leadership and customers