Support Services Survey Shows Performance Improvement

Posted: June 23, 2005 at 1:00 am, Last Updated: November 30, -0001 at 12:00 am

By Megan McDonnell

Services provided by George Mason faculty and staff have improved, according to the University Process Improvement Council’s (UPIC) biannual survey. The service areas surveyed were student support; university facilities; technology; research; faculty and staff support; financial services and support; university relations and development; and other support services including library, police, legal, and safety. Satisfactory and excellent ratings rose to 89 percent from 81 percent in 2000, an 8 percent increase.

Surveys were sent to 2,882 faculty and staff members and yielded a 45 percent response rate, the same as the previous survey.

“We take a comprehensive look at university services,” says Carol McGinnis, chair of UPIC. “We believe the survey is a very valuable tool to identify where performance improvement is needed, and then to measure whether action plans were implemented and recognized as having changed things for the better.”

The survey, conducted online, listed processes or services and asked how important each one was to the participant’s department. Respondents provided a performance evaluation and could note unsatisfactory responses. Of the 95 services or processes included in the survey, the top rated were:

  • Providing and maintaining telephone and voice mail systems

  • Offering electronic access to library materials from office desktops

  • Providing on-campus connectivity to the Internet and Mason networked resources

  • Welcoming and integrating students and parents to Mason

  • Providing mail services

  • Providing library collection and reference services for teaching and research

  • Managing university-wide events

  • Providing remote access to e-mail and university web-based resources

  • Providing Information Technology Unit Support Center assistance

  • Responding to requests for assistance from University Police

  • Creating a sense of security on campus

UPIC’s mission is to improve administrative and operational policies and procedures. Membership is comprised of representatives from administrative and academic support areas on all three Mason campuses.

For more information, contact McGinnis at

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