CSU | B & F |Balanced Scorecard | Budget Development

As with the 2005 customer satisfaction survey, the questions used by the Budget Office for the 2007 survey were general in nature. However, these questions were framed in an attempt to give management an objective view of the various functions and services the Budget Office performs. The overall responses from the 2007 survey were positive. Of the 56 participants in the survey, 69.5% had responses of “satisfied” or “very satisfied”, 5.3% had responses of “dissatisfied”, and the remaining percentage had either a neutral response or did not know. None of the participants responded with “very dissatisfied,” which is an improvement from the 2005 survey. Furthermore, the 2007 survey results show an increase in customer satisfaction with regards to Budget Office responsiveness to inquiries and knowledge on issues impacting campuses. The Budget Office strives for complete satisfaction from the constituents it serves, and will continue to work towards that effort. .

Question #4 (regarding clear, informative and accurate Budget Office documents) received the highest number of “dissatisfied” responses from 2007 survey participants. Of the 56 participants, 12.7% were “dissatisfied,” which is a slight improvement from the 2005 survey results. The Budget Office strives to provide detailed and clear explanations of policy descriptions and budgetary allocation objectives. However, it also recognizes the inherent complexity of the issues that are communicated, and the different audiences that read and interpret its official communications. At times, the Budget Office assumes the reader has some historical and procedural knowledge of the communication document. The Budget Office will continue to review its official communications with scrutiny to ensure accurate and clear conveyance of information.

The 2007 survey excluded open-ended questions, which resulted in fewer customer comments. The Budget Office plans to include open-ended questions in the next survey, which may increase the number of comments. Customer comments and Budget Office responses are noted below:

“Customer Comment: “For CSU Budget Office, would like more detailed backup calculations of amounts in budget letters, so less inquiries to CSU Budget staff are required.”

Response: Additional Budget Letter information (e.g. Budget Allocation Memo) is shared with CSU Budget officers at in-person system-wide meetings, which were held during August 2007. Furthermore, backup information will be posted on the CSU Budget Officers’ shared folder in the future for Budget Office projections of State University Fee Revenue calculations. The Budget Office staff continues to be available for meetings with campuses to answer any questions regarding Budget Letters, some of which are complex.”

“Customer Comment: “Timely updates on CSU and State budget issues”.

Response: Information regarding CSU and State budget issues is released as soon as possible. Means of dissemination include CSU Leader, and CSU Chancellor, Public Affairs, and executive management communications releases.”

“Customer Comment: “I'd value a small budget and finance workshop for Deans…or perhaps a series.”

Response: A budget workshop for Deans may be more appropriately developed at the campus level. The Budget Office does not prepare or analyze budgets at the individual college level for each campus. If there is a desire for Deans to understand system-level budgets, a budget and finance workshop could be coordinated at the division level with contribution from the system Budget Office..”

“Customer Comment: “Training on CSU budget, management and business practices. If there is a way to get certified in a different skill area while doing my daily job, I’d do the work to be certified.”

Response: CSU Budget training is offered at CSU 101 classes, and the CSU Budget Officers’ meetings. A certification program for Budget Analysts does not exist at the CSU. Persons interested in becoming a Budget Analyst may consider obtaining a higher education degree in a related field, which may include finance, economics and/or public administration.”

In response to the 2005 customer satisfaction survey results, the Budget Office initiated a series of campus visits to improve customer communication and relations. Consequently, the 2007 survey included additional questions regarding campus visits. Of the approximately 20 survey responses, 64.1% were “satisfied” or “very satisfied,” 2.5% “dissatisfied” and the remaining percentage had either a neutral response or did not know. None of the participants responded with “very dissatisfied.” In addition, when asked if survey participants would recommend campus visits by the Budget Office to other campuses, 100% of the respondents selected “perhaps” or “definitely yes.”

Content Contact:
Lori Erdman
(562) 951-4601
lerdman@calstate.edu

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