Transcription
Shared Services Organization (SSO)Quarterly Feedback Survey (April – June 2018)September 7th 2018, 12:25 pm MDTHUMAN RESOURCESSYMPOSIUM
Q1 - What Division/School/College are you a part of?Survey Population: Approx. 1500 Clients (Inclusive of OPP Users)AS Users (Inclusive of all channels, SP, Sub.,Approvers)# of Respondents: 1563.61%1.20%
Q3 - Did you use the AggieService ticketing system during the lastquarter (April - June 2018)?
Q40 - What type of AggieService user are you? (Please mark all thatapply)
AggieService and Service DeskGood, Very Good, ExcellentPercentage Combined12010087808798916040200Jul-Sept 2017Oct-Dec 2017Service DeskJan-Mar 2018AggieServiceApr-Jun 2018
Q4 - Please rate your experience with AggieService during the lastquarter (April - June 2018):
Q18 - Did you interact with/submit requests to the SSO Service Deskteam during the last quarter (April - June 2018)?
Q19 - Please rate your experience with SSO Service Desk during thelast quarter (April - June 2018):
AggieService & Service DeskCommon Feedback Themes Timeliness of Processing Case routing Timely Responses System Easy to UseFaster resolution has been increasing – efficiencyConfusion on who will see/receive case notificationsWhat’s needed for each case – checklistClient management of cases/tracking“Legend” so clients know what form to submitRequest for system “tips” / enhanced use of system Customer Service/Communications Consistently high ratings Continued improvement in subject matter expertise andappropriate transitions to SP Consolidated communications, confusion with internal casenotes, (i.e. emailing inside case) Training Self-service solutions FAQs/KnowledgeKey Implementations Tools Checklists Short Clip Videos – Pilot Communications – FeedbackImplementation Vehicles Change Request Log i.e. approvals, tracking, case comms.,routing, status, viewing cases, casedraft, case editing, training, knowledge,service, lightning, navigation, visual Prioritization of “tips” Resources Knowledgebase (40 articles,vetting/review, request survey) Training AggieService 101 AggieService “Beyond the Basics”
Q6 - Did you interact with/submit requests to SSO Finance forpurchasing or disbursement voucher related
Finance / Purchasing & DVs100Good, Very Good, ExcellentPercentage Combined97959085838075Jul-Sept 2017Oct-Dec 2017Jan-Mar 2018Finance/PurchasingApr-Jun 2018
Q7 - Please rate your experience with SSO Finance for purchasing ordisbursement voucher related acc
Finance / Purchasing & DVsCommon FeedbackThemesStaff Knowledge Subject Matter ExpertiseProcessing Accuracy Timeliness / Improvement NeededCustomer Service, Communications Average to high rankings Consistency in communication /Improvement NeededKey ImplementationsEngagement Communications Client focused communications insideOPP system (i.e less abbreviations) Consistency in Communicationsthroughout end-to-end processConsistency in Process & Communication Sustainable During Fiscal Quarter Seasons Client Expectations and Communicationof SPAs
Q9 - Did you interact with/submit requests to the SSO Leaves team lastquarter (April - June 2018)?
Leaves98Good, Very Good, ExcellentPercentage Combined969694929190888684828078Jul-Sept 2017Oct-Dec 2017Jan-Mar 2018LeavesApr-Jun 2018
Q10 - Please rate your experience with SSO Leaves during the lastquarter (April - June 2018):4%
LeavesCommon FeedbackThemesOverall Feedback Customer Service Communications Staff knowledge Processing TimesKey ImplementationsEngagement Communications Efforts to engage and solicit feedback 5 Client Visits / Phone, email, in-person
PeopleServices / HR & PayrollGood, Very Good, ExcellentPercentage Combined120989610094908088776040200Jul-Sept 2017Oct-Dec 2017HR Student ActionsJan-Mar 2018HR Staff ActionsApr-Jun 2018Payroll
Q26 - Did you interact with/submit requests to the SSO HR team forstaff actions during the last quarter (April - June 2018)?
Q28 - Please rate your experience with SSO HR for staff actions duringthe last quarter (April - June 2018):
Q12 - Did you interact with/submit requests to the SSO HR team forstudent actions during the last quarter (April - June 2018)?
Q13 - Please rate your experience with SSO HR for student actionsduring the last quarter (April - June 2018):
Q15 - Did you interact with/submit requests to the SSO Payroll teamduring the last quarter (April - June 2018)?
Q16 - Please rate your experience with SSO Payroll during the lastquarter (April - June 2018):
People Services / HR &PayrollCommon FeedbackThemesCustomer Service, Communications Friendliness Overall high-levels of customer serviceremain consistent Staff/Resources – Ensuring work continuesKey ImplementationsConsistency in Process & Communication Solidify back-up partner within allpositions Develop and publish calendar year-enddeadlines early/Sept. 30th Process for timesheet reminders in lieuof UCPathTools, Process Improvement DocuSign Payroll Clients / Onboarding Only Communication inside the case
Q21 - Did you receive exceptional service from anyone at the SSO?SSO Recognitions:Approx. 25Additional ServiceChannel Recognitions:Approx. 10
Process for timesheet reminders in lieu of UCPath Tools, Process Improvement DocuSign Payroll Clients / Onboarding Only Communication inside the case. People Services / HR & Payroll. Q21 - Did you receive exceptional service from anyone at
