Global Business Services © 2007 IBM Corporation State of IndianaJune 2007 State of Indiana Government Management Information Systems (GMIS) Customer Survey - July, 2007

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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 ed to ENCOMPASS mailing list on June 20, 2007  Survey closed on July 3, 2007

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 Survey Categories  Questions 1 – 2: Demographic Information  Questions 3 – 8: PeopleSoft Usage and Experience  Questions 9 – 19: GMIS Support  Questions 20 – 31: GMIS Training

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 PeopleSoft Usage and Experience How frequently do you use one or more components of PeopleSoft Financial system as part of your job?  Customers surveyed are frequent users of PeopleSoft –85% of all respondents use PeopleSoft at least once a week

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 PeopleSoft Usage and Experience Overall, how comfortable are you now in using the PeopleSoft Financial system?  Staff are more comfortable than managers/directors using PeopleSoft

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 PeopleSoft Usage and Experience Which of the following statements describe the function(s) you perform in PeopleSoft?  Survey respondents perform a variety of tasks in PeopleSoft

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 PeopleSoft Usage and Experience 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 PeopleSoft Usage and Experience  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%

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 PeopleSoft Usage and Experience  Of those that use each module, respondents indicated having problems with ePro and AP more frequently than other modules Never1-3 times/month4+ 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?

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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? None1-23 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%

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 GMIS Support  Overall, how satisfied are you with GMIS support in enabling you to get your job done?

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 GMIS Support: Online Help Documentation/Walkthroughs Overall Mean Overall Median 1. Ease of locating the solution you need Clarity and ease of understanding the solution provided Effectiveness in resolving your problem The time it takes to resolve problems using online documents2.73 * 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.

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 GMIS Support: Help Desk Support by or Website Overall Mean Overall Median 1. Process of accessing the online submission form Time to receive initial response to your Time to provide solution to your problem Clarity and ease of understanding the solution provided Effectiveness in resolving your problem3.24 * 10% of respondents do not use this service “Time to provide solution to problem” received a mean score below satisfactory.

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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 On-site support response time after help desk ticket is opened Problem resolution time (length of time from when the on-site agent contacts you to when the problem is resolved) Technical skills of on-site support to resolve your problem Professionalism – Interaction quality, communication skills, flexibility, and people skills * 39% of respondents do not use this service “Problem resolution time” again receives lowest score, while “professionalism of staff” and “technical skills” score high.

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 GMIS Support: Help Desk Support by Phone Overall Mean Overall Median 1. Process of accessing the help desk Time to answer call Communication skills Technical skills to resolve your problem3.54 * 32% of respondents do not use this service Phone support received relatively higher scores in all categories than other support vehicles.

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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? 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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)

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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 MeanMode External Contractor47%3.4 4 GMIS20%3.3 4 Trainer from within your agency 14%2.9 3 Other (please specify)13%2.7 3 No training received6% N/A * Other included training from IDOA and other agencies

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 GMIS Training To 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 GMIS Training How 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 3.87%6% GMIS Instructor-led workshop 3.711%16% PeopleSoft Users guide 3.58%13% GMIS Online Walkthrough 3.533%25% UPK online training 3.445%23% Agency SME/Internal Trainer 3.338%17% Vendor/Contractor led training/workshop 3.327%15% Help desk assistance 3.311%16%

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 GMIS Training Overall Mean Overall Median 1. Communication of when classes are offered Explanation of class purpose prior to attending Relevance of classes to your work Frequency of classes offered Breadth of different classes offered Amount of detail offered in classes Knowledge/expertise of class instructors3.64 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 GMIS Training Overall Mean Overall Median 1. Communication of when classes are offered Explanation of class purpose prior to using Relevance of classes to your work Breadth of different classes offered Amount of detail offered in classes3.13 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 GMIS Training GMIS Training Mean UPK Training Mean 1. Communication of when classes are offered Explanation of class purpose prior to using Relevance of classes to your work Breadth of different classes offered Amount of detail offered in classes 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 GMIS Training How 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

© 2007 IBM Corporation State of Indiana | IBM Global Business ServicesOctober 13, 2015 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