UBC Department of FinanceOffice Staff Survey

Forum PresentationMarch 17, 2004

Survey Summary

ObjectiveTo obtain feedback from Finance staff on the level of satisfaction with their role, the work environment and departmental communications.

TimelineFebruary 5 - February 20, 2004

Statistics60 responses (approximately 50% response rate)

Key Results and Feedback

General Information

Finance by area

25%

17%

7%14%

11%

4%

11%

11%

Payroll A/P

Requisitions Processing RTA

General Acctg Reporting

Systems Other

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)

General Information Continued

Question 2What best describes the perception of your role at UBC Finance?

Clerical 30.00%Administrative 11.43%Customer Service Rep 14.29%Accounting 7.14%Consultant 2.86%Group Leader/ Supervisor 4.29%Managerial 16.00%Analyst 11.43%Other 2.86%

General Information Continued

How long have you worked in Finance?

22%

42%

22%

14%

less than 1 year 1-5 years

5-10 years 10 years or more

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%

UBC Finance: Employment Evaluation

To what extent do you agree with the following statements?

Strongly 1 2 3 4 5 StronglyDisagree Agree

Position Profile

A) The long-term goals and objectives of UBC Finance are clearly communicated to me.Average rank: 2.65

B) My job expectations are clearAverage rank: 3.48

C) I feel that my job expectations are attainable and realistic.Average rank: 3.64

D) I am motivated to enhancing the quality of service offered to the campus community.Average rank: 4.23

E) I have a career plan that I wish t further advance at UBC Finance.Average rank: 3.58

F) UBC Finance provides clear guidelines on how I can achieve my career goals.Average rank: 2.73

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)

Department

G) I receive regular feedback on developments within my departmentAverage rank: 2.98

H) My area of Finance is flexible to my family / personal responsibilities.Average rank: 3.82

I) I feel that the contributions I make to my area of UBC Finance are recognized:Average rank: 3.12

J) Creative work solutions and ideas are encouraged among staffAverage rank: 3.33

K) I have received the appropriate training needed to perform my job wellAverage rank: 3.41

Department Continued & Comments

L) I have access to the tools, resources and training needed to perform my job well.Average rank: 3.75

M) 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

N) 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)

Work Environment

O) I have the opportunity to interact with other staff in both a formal and informal manner.Average: 4.19

P) Individual staff members and their differences are respected here.Average: 3.92

Q) The UBC Finance Social Committee is effective in establishing a friendly, comfortable and open work environment.Average: 3.62

R) The “Grapevine” is an interesting and informative publicationAverage rank: 3.91

S) The Suggestion box is a useful tool in obtaining relevant and realistic feedback within the officeAverage rank: 3.29

T) The physical work environment is comfortable and conducive to performing my job well.Average rank: 3.15

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

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%

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

Question 6What do you like BEST about your job?

Job Evaluation

0%

10%

20%

30%

40%

50%

60%

70%

Cow

ork

ers

Benefit

s

Hours

Superv

isors

and

Challe

nge

Coworkers60.00%Benefits53.33%Hours 50.00%Supervisors 26.67%

Question 6 continued

When asked to elaborate on the one characteristic they liked BEST about their job, respondents commonly referred to:

A) Relationships among coworkers, which is reflective of the open, friendly and supportive work environment and team atmosphere

B) Benefits (medical, dental and tuition waivers)

C) Degree of challenge and feeling of making a relevant contribution

D) Opportunity to interact with students and the campus community

Question 7What do you like LEAST about your job?

Job Evaluation

0%

10%

20%

30%

40%

50%

60%

Salary Job recognition Promotion Opps

Salary 43.33%Job recognition31.67%Promotion Opps.30.00%

Question 7 continued

When asked to elaborate on the one characteristic they liked LEAST about their job, respondents commonly referred to:

A) WorkloadB) Lack of challenge / mundane tasksC) Lack of communication and input with senior management on department

goals

D) Salary not indicative of amount of work performed, responsibility and comparable commercial positions etc.

E) Commute to workF) Lack of opportunities to advance, MP trainingG) Suggestions of an “orientation guide”

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?

  Question 8 Question 9

Excellent 31.67% 1.67%

Good 61.67% 40.00%

Satisfactory 3.00% 36.67%

Unsatisfactory 0% 16.67%

Poor 0% 1.67%

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

Can’t please everyone! (unrealistic expectations)

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

Overall Satisfaction

7%10%

63%

20%

very dissatisfiedsomew hat dissatisfiedgenerally satisfiedvery satisfied

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

Conclusions

1. Clearer communication internally on Department mission, strategy, goals and policies

2. Clearer communication externally on Department procedures, structure and operations

3. Exploring possibilities and opportunities for staff members to develop a clear career path

4. Capitalizing on existing positive characteristics to create a further improved work environment

Suggestions

1. Developing a Mission Statement 2. Creating an “Orientation Guide” that is functional for both

staff and customers

3. Evaluating hiring policies and available training resources4. Maintaining frequent activities by the Social Committee,

updates to “The Grapevine” etc.

5. Exploring / brainstorming possible options for flexible working conditions

6. Developing Personal Goals and Practices

Thank you!!!