UC ANR 2021-22 Customer Satisfaction Survey update
UC Agriculture and Natural Resources' administrative and support services units strive to provide customer service excellence with delivery of essential operational guidance and services to academic and staff employees throughout the organization, in support of UC ANR programs and activities. The inaugural UC ANR Administrative & Support Services Customer Satisfaction Survey launched in Fall 2021 provides a starting point for a multi-year customer service assessment that will support continuous process improvement and the opportunity to make impactful enhancements to customer service to support the delivery of our UC ANR mission. As the UC ANR footprint grows, this is indispensable as we make every effort to provide top-quality, well-developed customer service that fully supports our mission.
We heard you
The 2021 UC ANR Administrative & Support Services Customer Satisfaction Survey provided noteworthy and meaningful feedback from employees to individual units relative to specific strengths and opportunities. We value your input into our continuous improvement efforts and your responses are instrumental to implementing enhancements in these service areas. Key overall customer service strengths identified included knowledgeable staff, helpful staff, and accessibility to customers (even with the added challenge of the remote work environment). Some of the overarching primary opportunities included better understanding of needs of clients, clear policies and procedures, streamlining of approval workflow processes (especially when crossing multiple units), enhanced communication and response time, and the need for unit website updates.
What we are doing
A UC ANR Customer Service Workgroup with academic and staff representation across the organization has been working together since the survey launch in Fall 2021 to support a variety of customer service enhancement efforts.
The 2021 survey outcomes and themes have been presented to stakeholder groups throughout the organization over the past several months and their feedback has been solicited. The 2021 UC ANR Customer Satisfaction Survey results and details about the survey outcomes and individual unit reports can now be found on the UC ANR Customer Service Website.
Integrating the specific Customer Satisfaction Survey feedback identifying both strengths and opportunities for each unit, the fifteen unit directors have developed unit-specific Customer Service Action Plans. Please see direct links to each Unit Action Plan at the end of this Update. Unit directors are working together to streamline processes that cross multiple units leveraging communication and shared technology when appropriate. These Action Plans are being implemented within each unit and outcomes will be periodically communicated through the UC ANR Customer Service Website, starting by the end of the calendar year. Links to unit Action Plans are also provided on the UC ANR Customer Service website.
The first outcome is the UC ANR Customer Service Workgroup in tandem with unit directors are working to develop customer service training activities for UC ANR administrative and support services staff focusing on the themes from the 2021 survey. Plans are underway for this training to be delivered by a professional training consultant in late Fall 2022.
Next steps
UC ANR is committed to this multi-year survey-based assessment of administrative and support services customer service to enhance support to academics and staff throughout the organization.
The second UC ANR Customer Satisfaction Survey anticipated to launch in early 2023.
We look forward to enhancing our customer service efforts using these survey tools over the coming years in order to compare outcomes year-to-year and measure accomplishments from the action plans. Updates will continued to be shared with the UC ANR community.
Thank you for supporting this important customer service effort and for your participation in this first survey and in future surveys.
Questions or comments about the UC ANR Customer Service Project may be sent to: anrcustomersatsurvey@ucanr.edu
Unit descriptions
Fifteen ANR administrative and support services units are included in the survey. To review detailed descriptions of the units, click here.
View each unit's Action Plan:
- Academic Human Resources
- Business Operations Center
- Development Services
- Facilities, Planning & Management
- Financial Services
- Government and Community Relations
- Information Technology
- News and Information Outreach in Spanish
- Office of Contracts and Grants
- Office of Controller & Business Services: Administrative Policies, Compliance & Programmatic Agreements
- Resource Planning and Management
- Risk and Safety Services
- Staff Human Resources
- Statewide Programs and RECs Operations
- Strategic Communications
Tu Tran
Associate Vice President for Business Operations