Administrative Information Systems (AIS) considers the satisfaction of our business partners and clients to be the major measure of our success as an organization. Our objectives are to:

1. Provide the campus with extraordinary quality of service,
2. Respond quickly and effectively to our customers' needs and concerns, and
3. Always be easy to do business with.

AIS conducts an annual customer survey to measure our progress in achieving these objectives. Results of this survey will provide the basis for the measurements appearing on our balanced scorecard. Our goal is to achieve a 100% Satisfied rating with our customers in each of the major categories of quality, responsiveness, and ease of doing business. To ensure that we continue to improve our relationship with our clients, we analyze all comments and input from surveys and from feedback throughout the year, and make alterations to applications and services as appropriate to meet client needs. Three major areas of service are defined by our ‘scorecard objectives’: quality of service, responsiveness, and how easy it is to do business with AIS. Quality of service is derived from combining the results of questions 6-9; Responsiveness is derived from questions 3 and 5. Ease of doing business is derived from questions 1, 2 and 4. All questions are combined to reach the overall satisfaction rating.

Survey Results

Statistical Summary

2007	2005	2004	2003		2007	2005	2004	2003	Rating	2007	2005	2004	2003		2007	2005	2004	2003
34%	39%	40%	36%		34%	39%	40%	36%	Very Satisfied	33%	36%	39%	33%		37%	41%	41%	39%
61%	56%	56%	59%		62%	57%	57%	60%	Satisfied	59%	57%	55%	62%		58%	54%	54%	57%
4%	4%	3%	3%		3%	3%	2%	2%	Dissatisfied	6%	5%	5%	4%		4%	3%	4%	3%
1%	1%	1%	1%		1%	1%	1%	1%	Very Dissatisfied	2%	2%	1%	1%		1%	2%	1%	1%

Data Detail: Responses to individual questions

Themes

How can we get an overview of AIS services?

A few people, especially self-identified “new users”, asked for a better overview to AIS systems and services. Specific requests include explanations of how AIS systems interrelate and how to get the most out of AIS. We hope that much of the information can be found by going to the Campus Services Portal/AIS page and in the pages on administrative applications and services.

We are also taking your suggestions to heart and looking at ways to add more overview information to the AIS Security Training session without excessively extending the length of the class. If anyone has ideas for information they would most like to see provided to our new clients as they receive their OASIS accounts, please forward them to Jackie Reynolds at Jackie@ucla.edu.

BruinBuy is improving, but still could have increased functionality

The BruinBuy team has increased functionality based on user input and new vendor catalogs have been added. In general, usage of BruinBuy has increased dramatically, and it will soon be the only mechanism for online ordering, as the PAC mainframe screens are discontinued. While there are still some that are not comfortable with BruinBuy, we urge you to attend a workshop, training class, or ask for assistance to ensure that you are making the most of some of the new features. Keep in mind that business rules must be adhered to, and cannot be overlooked to make the system easier to use. We intend to hold some additional open forums in the future so that people can ask questions and see what new features become available.

How can I make better use of DocumentDirect for the Internet

The most common questions that we receive from the users are about printing reports. These are usually from new users or users who have recently upgraded their work stations.

DocumentDirect requires a Print Control File. This file is automatically downloaded to the users work station the first time that a print is requested. Some users do not have the authority to download programs to their work stations. If that is the case then someone who has the appropriate admin authority must logon on to the work station to install the file. The user can then logon to DocumentDirect and print a report. This will automatically download the print control file. This is required only for the initial print or if a new release of DocumentDirect in implemented that requires a new version of the print control file.

DocumentDirect also requires the Java J2SE Runtime Environment installed on the user’s work station. Most users already have this installed. If not then it can be downloaded from the Java.com web site. Again the appropriate admin authority is required to download this to the work station.

• Fix the broken link for the User’s Guide on the DocumentDirect Logon page.
• Document client work station software requirements and add a link to this on the DocumentDirect Logon page.
• Document steps required for new users to download Print Control File and add a link to this on the DocumentDirect Logon page.
• Create a Frequently Asked Questions and add a link to this on the DocumentDirect Logon page.
• In the FAQ or New Users documentation specify available training options.

DACSS is not an easy system to use. It makes it hard to be a DSA.

The DACSS System is managed by the UCLA Controller. Training and support are coordinated through the Audit and Advisory Services Office. We all recognize that being a DSA (Departmental Security Administrator) and using the DACSS system is complicated, and that the complexity of the system is compounded by the rarity with which many DSAs need to interact with DACSS, which will continue to be a mainframe-based application for at least another two years. The new web-based DACSS reports should help DSAs manage the security access in your area in an easier and more flexible manner.

The most important thing we can tell you to assist you in making the best possible use of DACSS is to keep the Audit & Advisory Services DACSS Help Line numbers nearby and use them whenever you have any questions or concerns. For DACSS assistance, please call Pamela Rosendale at x46110 extension 240 or Lynne Yorita at x46110 extension 224.

How can we get better support from the Help Desk?

Every year we get our most glowing and, typically, most irritated comments about the AIS Help Desk. It’s tricky to determine what to do to make it better because the vast majority of Help Desk-related comments (over 70%) are extremely positive, noting the responsiveness, friendliness, and helpfulness of our staff, Hania Brooks and Gail Bradley. Therefore when you do not have that same experience, all we can do is encourage you to escalate to the Director of Campus Services, Jackie Reynolds, at x68044 or Jackie@ucla.edu.

We can tell that we are receiving comments about a number of different Help Desks. This is made obvious by the fact that names other than ‘Gail’ and ‘Hania’ are specified both as stars and frustrations. Hours of operation and policies are cited that do not correspond with those of the AIS Help Desk. So we would like to make the same suggestion as above. If you have a bad (or wonderful) experience with a Help Desk and would like to make things better, ask to escalate. If it is the AIS Help Desk, it will be escalated to Jackie Reynolds. If it goes to anyone else, please make a note of the actual Help Desk with which you have been dealing. This is the most accurate way in which we can make the support experience the best it can be for our clients.

The other point made by multiple people was to increase the number of staff on the AIS Help Desk. We would love to, but it’s not in our budget for any time soon. AIS currently provides support from 7AM – 6 PM Monday-Friday, and emergency support by way of the 24/7 Operations Center after hours and weekends. If you urgently need off-hours support, call the AIS Help Desk (x66951), press 0, and ask the operator on duty to page the Help Desk.

The AIS Client Survey itself is frustrating in some respects

For the first time in the years of our survey, many of you commented on the format and value of the survey itself. Based on your input, we will be reviewing and revising the survey.

Some of your requests we will be considering:

• We really need a column for ‘Somewhat Satisfied’ or ‘Neutral’. A survey expert asked us to remove that center column, citing the importance of making people decide if they are in fact satisfied or not. We will revisit this issue.
• The survey structure doesn’t allow you to differentiate between the applications you may use, where you’re satisfied with one, but dissatisfied with another. Although such points can be made through comments, which we read thoroughly, we will look into a way to enable such differentiation without over-complicating the survey itself.
• A number of you pointed out how hard it is to separate feedback and comments for AIS from those for the central offices that design and support the systems that run at AIS. For example, if you don’t like System XYZ, is it because you don’t like its screens, its functionality, and its security limitations? These are determined by the central “Business Owners”. Or are you annoyed with the logon process, the performance, the availability, etc.? That’s AIS’ business. If you don’t reach a Help Desk person, are you frustrated with the AIS Help Desk (x66951) or is it the specific central Business Owner’s application Help Desk?

These are excellent points. We’ve struggled with such issues in our survey for years, but realize in hearing your frustration that we must continue to strive to find a way to survey the right people about the right things. At the same time, we want our services to be relatively invisible to you, and we certainly don’t expect our busy clients to have to understand where the functionality leaves off and the technology begins. For now, all we can promise is to review your valid points and try to find a way to make the AIS Client Survey relevant to your work, simple to complete, and illuminating in its results.

Data Detail

What did we miss? We’re still reading and analyzing comments, and will follow up with additional information as trends and themes emerge, but we wanted to get this feedback out to you while the survey was still fresh in your minds. Don’t let us overlook your issues! Contact us at anytime through our Help Desk, our AIS Web, Jackie Reynolds (Jackie@ucla.edu) or your favorite AIS representative to pass along concerns, ideas, and questions.