UBC Department of Finance Office Staff Survey

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UBC Department of FinanceOffice Staff Survey

• Forum PresentationMarch 17, 2004

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Survey Summary

• Objective
• To obtain feedback from Finance staff on the
  level of satisfaction with their role, the work
  environment and departmental communications.
• Timeline
• February 5 - February 20, 2004
• Statistics
• 60 responses (approximately 50 response rate)

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Key Results and Feedback
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General Information

• Question 1In which area of Finance do you work?
• Payroll 25.59
• Accounts Payable 17.24
• Requisitions Processing 6.90
• RTA 13.79
• General Accounting 10.34
• Reporting 3.45
• Systems 10.34
• Other 10.34(Co-op position, tuition feeds,
  admin)

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General Information Continued

• Question 2What best describes the perception of
  your role at UBC Finance?
• Clerical 30.00Administrative 11.43Customer
  Service Rep 14.29Accounting
  7.14Consultant 2.86Group Leader/
  Supervisor 4.29Managerial 16.00Analyst
  11.43Other 2.86

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General Information Continued

• Question 3How long have you worked at UBC
  Finance?
• Less than one year 22.41
• 1-5 years 41.38
• 5-10 years 13.79
• More than 10 years 22.41

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UBC Finance Employment Evaluation

• To what extent do you agree with the following
  statements?Strongly 1 2 3 4 5
  StronglyDisagree Agree

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Position Profile

• The long-term goals and objectives of UBC Finance
  are clearly communicated to me.
• Average rank 2.65
• My job expectations are clear
• Average rank 3.48
• I feel that my job expectations are attainable
  and realistic.
• Average rank 3.64
• I am motivated to enhancing the quality of
  service offered to the campus community.
• Average rank 4.23
• I have a career plan that I wish t further
  advance at UBC Finance.
• Average rank 3.58
• UBC Finance provides clear guidelines on how I
  can achieve my career goals.
• Average rank 2.73

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Position Profile Comments

• Communication gap between senior management and
  staff, particularly in terms of long-term goals,
  vision and strategy of Finance within the UBC
  campus community (A,F)
• Individual understanding of role staff plays in
  furthering objectives of the department (B,E)
• Despite perceived gap, majority of staff remain
  motivated to providing best in class customer
  service to the campus community (D)

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Department

• I receive regular feedback on developments within
  my department
• Average rank 2.98
• My area of Finance is flexible to my family /
  personal responsibilities.
• Average rank 3.82
• I feel that the contributions I make to my area
  of UBC Finance are recognized
• Average rank 3.12
• Creative work solutions and ideas are encouraged
  among staff
• Average rank 3.33
• I have received the appropriate training needed
  to perform my job well
• Average rank 3.41

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Department Continued Comments

• I have access to the tools, resources and
  training needed to perform my job well.
• Average rank 3.75
• My manager/supervisor is supportive and open to
  providing me with the tools, resources and
  training needed to perform my job well.
• Average rank 3.84
• I have opportunities to cross-train and acquire
  different job skills.
• Average rank 2.91
• Comments
• Respondents felt that the level of support they
  received (H,K,L,M) was generally positive
• Majority would like to see a greater level of
  feedback on their progress (G,I), which could
  potentially increase morale and resourcefulness
  (J,N)

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Work Environment

• I have the opportunity to interact with other
  staff in both a formal and informal manner.
• Average 4.19
• Individual staff members and their differences
  are respected here.
• Average 3.92
• The UBC Finance Social Committee is effective in
  establishing a friendly, comfortable and open
  work environment.
• Average 3.62
• The Grapevine is an interesting and informative
  publication
• Average rank 3.91
• The Suggestion box is a useful tool in obtaining
  relevant and realistic feedback within the office
• Average rank 3.29
• The physical work environment is comfortable and
  conducive to performing my job well.
• Average rank 3.15

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Work Environment Comments

• Feedback is indicative of positive atmosphere
  created in the office by staff (O-R)
• To further enhance this sense of camaraderie,
  Social committee events and the Grapevine
  should be maintained

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Question 5Have you ever observed or experienced
any of the following forms of discrimination or
harassment in your job?

• No, none have been observed or experienced 47.50
• Verbal Harassment 18.75
• Mental Intimidation 13.75
• Racial 7.50
• Physical, sexual, age, gender and sexual
  orientation 1-3

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Question 5 continued

• Inconsistent with positive evaluation of the work
  environment
• Rephrase question (e.g. Have you observed or
  experienced any of the following forms of
  discrimination or harassment from coworkers or
  other office staff?)
• Addressing identified issues
• ?sensitivity training and workshops
• ?open dialogue among staff

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Question 6What do you like BEST about your job?

• Coworkers 60.00Benefits 53.33Hours 50.00
  Supervisors 26.67

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Question 6 continued

• When asked to elaborate on the one characteristic
  they liked BEST about their job, respondents
  commonly referred to
• Relationships among coworkers, which is
  reflective of the open, friendly and supportive
  work environment and team atmosphere
• Benefits (medical, dental and tuition waivers)
• Degree of challenge and feeling of making a
  relevant contribution
• Opportunity to interact with students and the
  campus community

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Question 7What do you like LEAST about your job?

• Salary 43.33Job recognition 31.67Promotion
  Opps. 30.00

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Question 7 continued

• When asked to elaborate on the one characteristic
  they liked LEAST about their job, respondents
  commonly referred to
• Workload
• Lack of challenge / mundane tasks
• Lack of communication and input with senior
  management on department goals
• Salary not indicative of amount of work
  performed, responsibility and comparable
  commercial positions etc.
• Commute to work
• Lack of opportunities to advance, MP training
• G) Suggestions of an orientation guide

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Question 8 9 8) How would you rate the level
of customer service you provide the campus
community?9) How do you believe the campus
community would rate the level of customer
service UBC Finance provides?
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Question 10If the ratings in questions 8 9 are
different, what do you believe accounts for this
gap in perception?

• Expectations gap between campus community and
  staff, and between what service level is desired
  and what is feasible
• Not all Finance staff have a customer
  service-oriented attitude, background and/or
  training
• Lack of communication to campus community results
  in perception gap
• Cant please everyone! (unrealistic expectations)

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Question 11Overall, how satisfied are you with
your position at UBC Finance?

• Very satisfied 20.34
• Generally satisfied 62.71
• Somewhat dissatisfied 10.17
• Very dissatisfied 6.78

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Conclusions

• Clearer communication internally on Department
  mission, strategy, goals and policies
• Clearer communication externally on Department
  procedures, structure and operations
• Exploring possibilities and opportunities for
  staff members to develop a clear career path
• Capitalizing on existing positive characteristics
  to create a further improved work environment

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Suggestions

• Developing a Mission Statement
• Creating an Orientation Guide that is
  functional for both staff and customers
• Evaluating hiring policies and available training
  resources
• Maintaining frequent activities by the Social
  Committee, updates to The Grapevine etc.
• Exploring / brainstorming possible options for
  flexible working conditions
• Developing Personal Goals and Practices

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Thank you!!!