FAS Customer Satisfaction Survey to Launch September 17

Faculty, staff and students will be invited to participate in a bi-annual customer survey starting on Monday, Sept. 17, to provide feedback on the services provided by UCSF's Financial and Administrative Services (FAS).

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Faculty, staff and students will be invited to participate in a bi-annual customer survey starting on Monday, Sept. 17, to provide feedback on the services provided by UCSF's Financial and Administrative Services (FAS).

FAS provides a broad range of business services and infrastructure to support UCSF, and previous survey feedback has led to a number of service additions and improvements.

“This is an important tool to help us track trends in our customers’ satisfaction and to gain specific suggestions on what services are working well and where improvements can be made,” says Senior Vice Chancellor John Plotts.

Some of the changes that came out of collaboration with the UCSF community over the past 18 months include:

  • New or enhanced systems to streamline processes such as MyExpense, Advance, MPM (Automated personnel action forms) and BearBuy; single email system with increased storage; online registration for group fitness; upgraded Warehouse Management System; and web-based Capital Project work order in-take.
  • Improved communications, such as increased Crime Alert issuance; IT security awareness campaign; recharge and overhead cost rate education; more concise reporting format for Audit observations; and new steward programs and notifications to increase communications between Facilities Management and its customers.
  • New or improved services, such as single IT Service Desk with added Live Chat; enhanced wireless coverage; new residency parking at Mount Zion; Quality Assurance Programs for custodial services, grounds, pest control and classrooms; increased WeID hours and locations; new Print Management program to optimize copiers and printers; Fast Pay program at all food service vendors and Walgreens; Extramural Funds customer service center; and LivingGreen Office and LivingGreen Lab certification programs.
  • Enhanced risk management and safety programs, such as the new University-Controlled Insurance Program to manage construction risk at Mission Bay Health Center and enhanced training and programs to improve shuttle safety.

Visit the FAS website for many more examples of service improvements inspired by customer feedback.

A survey email invitation will be sent on Sept. 17 to campus faculty, students and staff, as well as stakeholders from UCSF Medical Center, UC Office of the President, and the community. The survey should take between 15 and 30 minutes, depending on the number of services used. 

As a token of appreciation for completing a survey, participants may choose to enter in a raffle for one of 10 Safeway Gift Cards valued at $75 each. The survey will be open for feedback until Friday, Oct. 5.

FAS departments include: Audit Services, Campus Life Services, Campus Planning, Capital Programs, Facilities Management, Finance, Information Technology Services, Office of Sustainability, UCSF Police Department, Program Management Office and Real Estate Services. 

FAS employees are committed to delivering service with C.A.R.E. by: Working Collaboratively with customers to achieve their goals and purposes; being Accountable for delivering what is expected and complying with policies and procedures; being Responsive in understanding and adjusting to changing needs and responding to customers in a timely manner, and being Efficient by delivering high quality products and services in a cost effect manner.

Questions regarding the survey may be directed via email to [email protected].