UPIC Survey Rates Top Ten George Mason Services

Posted: January 14, 2003 at 1:00 am, Last Updated: November 30, -0001 at 12:00 am

The support services survey sent out to George Mason faculty and staff members in October 2002 was completed by 45 percent of the recipients, according to Ken Hubble, chair of the University Process Improvement Council (UPIC). While the response rate decreased from 52 percent to 45 percent in comparison with the 2000 survey, the services index increased from 1.97 to 2.03, suggesting that the quality of services provided has improved.

The survey, administered by UPIC, compiled the top 10 services at George Mason and how they rate in terms of importance.

The top two services in the 2000 survey flip-flopped this year. Providing and maintaining the telephone and voice mail systems by the Telecommunications Department was the top-rated service in the 2002 survey, whereas the top-rated service of responding to requests for assistance by the University Police Department in 2000, ranked as the second highest service in 2002.

Other top 10 support services this year that were also in the top 10 in 2000, in no specific order, were maintaining accurate student records; offering electronic access to library materials from office desktop computers; providing mail services; creating a sense of security on campus; and facilitating student registrations by telephone. Services new to the top 10 list this year are delivering goods from the central warehouse to departments; providing library collection/reference services for teaching and research; and providing and maintaining an e-mail system.

In the GAP Analysis category, which compares the importance of the service provided with the quality of the service, disposing obsolete equipment moved up from the number two position in 2000 to the top position in the 2002 survey. A close second was processing telephone billings, while facilitating student registrations by telephone came in third place. Completing the top 10 list of services in this category that were also in the top 10 in 2000, in no specific order, are delivering goods from the central warehouse to departments; managing university-wide events; processing student drops/adds; coordinating copyright for course materials; and providing applications software training. Services joining the top 10 list in 2002 included disseminating internal university news and providing effective/attractive university publications.

All departments overseeing the services listed above will be receiving a letter from President Alan Merten congratulating them on providing the high quality of support services for the university.

The following table provides some general information pertaining to the 2002 survey as compared with the 2000 survey results.

2000 2002
Total number of survey e-mails sent 2330 2500
Total number of completed surveys 1215 1119
Survey response rate 52 percent 45 percent
Service Index 1.97 2.03
Survey breakdown by campus
Fairfax 1079 968
Arlington 65 56
Prince William 52 74
Other Locations 19 24
Survey breakdown by employee classification
Faculty 419 367
Administrative Faculty 273 261
Classified 523 491

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