1. Transforming Administration Program
Survey Results/Action Plans

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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”

13. 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