1. TAP CENTRAL ADMINISTRATIVE UNIT CUSTOMER SERVICE SURVEY
CONTACTS
LuAnn Stokke
Tyler DuLam
Jason Kalivas
CELEBRATE SUCCESS AND FOSTER CONTINUOUS IMPROVEMENT
REPORTING
MARCH
Overall and unit-level response rates
Responder demographics
Report samples
Timeline
APRIL
Service-area and unit-Level reports
Verbatim analyses
Benchmarking
Accountability and improvement toolkit
DATA-DRIVEN CHANGE
IDENTIFICATION OF NEEDS AND PROGRAM PRIORITIES
RESPONSE PLANNING, GOAL SETTING
PROJECT AND PROGRAM IMPLEMENTATION
EVALUATION AND RECOGNITION FOR ACTIONS TAKEN
REDEFINE SURVEY QUESTIONS
Step 1 Deploy survey and obtain feedback (ratings and comments)
Step 2 Identify themes and opportunities
Step 3 Opportunities to Action; Develop and implement action plans and set goals (share with team and Sr. Leadership)
Step 4 Follow up and assess performance and impact of action plans
Step 5 Did changes result in goal attainment? Communicate impact and share results with Senior Leadership
Step 6 Realign with strategic goals and/or course correct
94 SERVICES
GOALS
Assess baseline customer satisfaction with administrative services at UW, including UW Bothell, Tacoma, and Seattle, through an initial survey
Provide data to celebrate successes and help share best practices
Provide data to help Administrative Units focus improvement efforts
Evaluate changes in customer satisfaction over time by administering survey on a regular basis and reporting the results
7 KEY QUESTIONS
PARTICIPANTS
3 University of Washington campuses
3 Organizational Excellence Supporters
13 Survey Team Members
28 Vice President- and Vice Chancellor- lead administrative units
4,000+ survey responders

2. CENTRAL ADMINISTRATIVE UNIT CUSTOMER SERVICE SURVEY
CONTACTS
LuAnn Stokke
Tyler DuLam
Jason Kalivas
CELEBRATE SUCCESS AND FOSTER CONTINUOUS IMPROVEMENT
GOALS
Assess baseline customer satisfaction with administrative services at UW, including UW Bothell, Tacoma, and Seattle, through an initial survey
Provide data to celebrate successes and help share best practices
Provide data to help Administrative Units focus improvement efforts
Evaluate changes in customer satisfaction over time by administering survey on a regular basis and reporting the results
94 SERVICES
PARTICIPANTS
3 University of Washington campuses
3 Organizational Excellence Supporters
13 Survey Team Members
28 Vice President- and Vice Chancellor- lead administrative units
4,000+ survey responders
7 KEY QUESTIONS
REPORTING
MARCH
Overall and unit-level response rates
Responder demographics
Report samples
Timeline
APRIL
Service-area and unit-Level reports
Verbatim analyses
Benchmarking
Accountability and improvement toolkit