Procurement Survey Results from Internal Customer Survey

Procurement SurveyResults from Internal Customer SurveySept. 30 - Oct. 8, 20092009A survey of internal users of our Purchasing and Accounts Payable systems withthe goal of improved performance by developing and updating processes thatbetter serve customer needs. Improved performance includes: better meetingcustomer needs, reducing processing time, eliminating waste, implementingGreen Purchasing, expanding local purchases, and increasing our buying power.

Purchasing and Accounts Payable Customer SurveyAre you primarily a faculty or staff member?Answer OptionsFaculty memberStaff memberResponsePercentResponseCount3.0% 297.0% 65answered questionskipped question671Are you primarily a faculty or staff member?3.0%Faculty memberStaff member97.0%Procurement Survey - October 2009 Question 1 11/25/2009

Purchasing and Accounts Payable Customer SurveyWhich area of the school do you primarily represent?Answer OptionsAcademicsBusiness/operationsGrantsResponsePercentResponseCount45.6% 3148.5% 335.9% 4answered questionskipped question680Which area of the school do you primarilyrepresent?5.9%Academics45.6%Business/operations48.5%GrantsProcurement Survey - October 2009 Question 2 11/25/2009

Purchasing and Accounts Payable Customer SurveyOn a yearly basis how often do you directly interact with ourPURCHASING DEPARTMENT?Answer OptionsNeverOccasionally (1-5 times a years)Monthly (6-12 times a year)Bi-monthly (13-24 times a year)Daily (more than 25 times a years)ResponsePercentResponseCount4.5% 325.4% 1722.4% 1514.9% 1032.8% 22answered questionskipped question671On a yearly basis how often do you directly interactwith our PURCHASING DEPARTMENT?4.5%Never32.8%25.4%Occasionally (1-5 times a years)Monthly (6-12 times a year)Bi-monthly (13-24 times a year)14.9%22.4%Daily (more than 25 times a years)Procurement Survey - October 2009 Question 3 11/25/2009

Purchasing and Accounts Payable Customer SurveyOn a yearly basis, how often do you directly interact with ourACCOUNTS PAYABLE DEPARTMENT?Answer OptionsNeverOccasionally (1-5 times a years)Monthly (6-12 times a year)Bi-monthly (13-24 times a year)Daily (more than 25 times a years)ResponsePercentResponseCount6.0% 426.9% 1811.9% 823.9% 1631.3% 21answered questionskipped questionOn a yearly basis, how often do you directlyinteract with our ACCOUNTS PAYABLEDEPARTMENT?6.0%Never67131.3%26.9%Occasionally (1-5 times a years)Monthly (6-12 times a year)23.9%11.9%Bi-monthly (13-24 times a year)Daily (more than 25 times a years)Procurement Survey - October 2009 Question 4 11/25/2009

Purchasing and Accounts Payable Customer SurveyWhich of our purchasing options do you use?(Select all that apply)Answer OptionsProfessional Service AgreementsContractual vendor agreementsSoftware and technology purchasesEquipment purchasesRecurring purchases (i.e. utility bills)Small dollar purchases (below $5,000)TravelTravel reimbursementsEmployee reimbursementsResponsePercentResponseCount56.7% 3428.3% 1726.7% 1651.7% 3133.3% 2188.3% 5361.7% 3771.7% 4360.0% 36answered questionskipped question608Which of our purchasing options do you use?0 10 20 30 40 50 60Professional Service AgreementsContractual vendor agreementsSoftware and technology …Equipment purchasesRecurring purchases (i.e. utility …Small dollar purchases (below…TravelTravel reimbursementsEmployee reimbursementsProcurement Survey - October 2009 Question 5 11/25/2009

Purchasing and Accounts Payable Customer SurveyInformationAnswer OptionsPurchasing policies are clear and well documentedP-Card policies are clear and well documentedPurchasing policies (including P-Card policies) areaccessibleRegulatory requirements are explainedStatus of purchasing request is accessibleStronglyAgreeAgreePositiveNeutralDisagreeStronglyDisagreeNegativeN/ARatingAverageResponseCount3 9 12 14 21 8 29 0 2.46 555 14 19 10 10 6 16 9 3.06 545 7 12 16 13 8 21 5 2.64 543 6 9 13 21 10 31 1 2.28 544 19 23 13 12 4 16 2 3.18 54answered questionskipped question5 4 2 155131.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00Purchasing policies are clear and well documentedP-Card policies are clear and well documentedPurchasing policies (including P-Card policies) are accessibleRegulatory requirements are explainedStatus of purchasing request is accessibleProcurement Survey - October 2009 Question 7 11/25/2009

Purchasing and Accounts Payable Customer SurveyRequisitions/Purchase Orders “PO”Answer OptionsSelf-service Banner is intuitive and easy to useRequired paperwork is reasonableRequisitions are converted to a PO in an acceptabletime frameStronglyAgreeAgreePositiveNeutralDisagreeStronglyDisagreeNegativeN/ARatingAverageResponseCount5 13 18 14 11 3 14 8 3.19 543 15 18 13 14 5 19 3 1.96 535 11 16 10 16 9 25 4 2.00 53answered questionskipped question5 4 2 11.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.005513Self-service Banner is intuitive and easy to useRequired paperwork is reasonableRequisitions are converted to a PO in an acceptable time frameProcurement Survey - October 2009 Question 8 11/25/2009

Purchasing and Accounts Payable Customer SurveyP-CardAnswer OptionsThe P-Card is easy to useThe P-Card simplifies purchasing for my groupRequired paperwork is reasonableI would like to use the card moreStronglyAgreeAgreePositiveNeutralDisagreeStronglyDisagreeNegativeN/ARatingAverageResponseCount6 18 24 10 4 1 5 13 3.83 529 20 29 6 3 1 4 13 4.00 523 13 16 15 7 2 9 13 3.32 5312 13 25 14 1 0 1 12 4.38 52answered questionskipped question5 4 2 153151.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00The P-Card is easy to useThe P-Card simplifies purchasing for my groupRequired paperwork is reasonableI would like to use the card moreProcurement Survey - October 2009 Question 9 11/25/2009

Purchasing and Accounts Payable Customer SurveyTrainingAnswer OptionsThe training program for overall purchasing meets myneeds.The training for P-Cards meets my needs.The training for Banner meets my needs.StronglyAgreeAgreePositiveNeutralDisagreeStronglyDisagreeNegativeN/ARatingAverageResponseCount1 17 18 12 11 11 22 3 2.65 553 12 15 13 3 7 10 14 3.04 521 13 14 13 12 7 19 8 2.67 54answered questionskipped question5 4 2 155131.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00The training program for overallpurchasing meets my needs.The training for P-Cards meets myneeds.The training for Banner meets my needs.Procurement Survey - October 2009 Question 10 11/25/2009

Purchasing and Accounts Payable Customer SurveyVendor RelationsAnswer OptionsThe purchasing office works with me to identify the mostappropriate vendors.The purchasing office has methods that encourage me to uselocal vendors.The purchasing office has methods that encourage me to buy“green”.The purchasing office works with me to get the best qualityand/or pricing.StronglyAgreeAgreePositiveNeutralDisagreeStronglyDisagreeNegativeN/ARatingAverageResponseCount2 9 11 15 11 7 18 9 2.59 532 5 7 18 12 6 18 10 2.40 532 2 4 18 11 9 20 11 2.04 532 6 8 15 12 9 21 9 2.31 535 4 2 1answered questionskipped question53151.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00The purchasing office works with me to identify the most appropriate vendors.The purchasing office has methods that encourage me to use local vendors.The purchasing office has methods that encourage me to buy “green”.The purchasing office works with me to get the best quality and/or pricing.Procurement Survey - October 2009 Question 11 11/25/2009

Purchasing and Accounts Payable Customer SurveyTrouble-Shooting and Problem Solving and Customer ServiceAnswer OptionsCalls and emails are addressed quickly.Staff demonstrates a positive problem solvingattitude.Staff is open to improvement suggestions fromcustomers.Staff demonstrates flexibility and ingenuity inassisting me.I look forward to working with this office.I hear good things about this office from others oncampus.This office does not let office procedures come inthe way of helping me.StronglyAgreeAgreePositiveNeutralDisagreeStronglyDisagreeNegativeN/ARatingAverageResponseCount8 17 25 14 7 6 13 2 3.37 547 18 25 8 13 7 20 1 3.11 545 9 14 16 12 8 20 4 2.74 548 11 19 9 17 7 24 1 2.91 538 13 21 12 13 7 20 1 3.05 545 5 10 11 14 13 27 6 2.32 544 8 12 17 13 9 22 2 2.56 53answered questionskipped question54145 4 2 11.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00Calls and emails are addressed quickly.Staff demonstrates a positive problem solving attitude.Staff is open to improvement suggestions from customers.Staff demonstrates flexibility and ingenuity in assisting me.I look forward to working with this office.I hear good things about this office from others on campus.This office does not let office procedures come in the way of helping me.Procurement Survey - October 2009 Question 13 11/25/2009

Purchasing and Accounts Payable Customer SurveyBased on your overall experience with PURSHASING and ACCOUNTS PAYABLE, please rate your level of satisfaction with the following.Answer OptionsTimeliness of serviceAccuracy of provided informationResponsiveness to inquiriesCourteousness of staffKnowledge of staffWillingness of staff to assistAbility of staff to communicateVery SatisfiedSatisfiedPositiveNeutralDissatisfiedVeryDissatisfiedNegativeN/ARatingAverageResponseCount8 13 21 12 17 5 22 0 3.05 559 18 27 10 15 2 17 1 3.39 5511 14 25 15 8 5 13 1 3.47 5414 17 31 12 9 2 11 1 3.76 5514 18 32 14 5 3 8 1 3.88 5514 14 28 11 9 6 15 1 3.49 5511 15 26 10 11 6 17 1 3.33 54answered questionskipped question5 4 2 11.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.005313Timeliness of serviceAccuracy of provided informationResponsiveness to inquiriesCourteousness of staffKnowledge of staffWillingness of staff to assistAbility of staff to communicateProcurement Survey - October 2009 Question 14 11/25/2009