2008 Business and Finance
External Customer Satisfaction Survey Responses
Financial Services
| Risk Management | Very Dissatisfied |
Dissatisfied | Neutral | Satisfied | Very Satisfied |
Don't Know | Total | 2008 Average Score | 2007 Average Score | 2005 Average Score |
|---|---|---|---|---|---|---|---|---|---|---|
| RM staff are accessible to customers via phone, voice mail, email, etc. | 1 | 0 | 6 | 18 | 12 | 0 | 37 | 4.08 | ||
| 2.7% | 0.0% | 16.2% | 48.6% | 32.4% | 0.0% | 100.0% | ||||
| RM staff provide effective advice, support and guidance. | 1 | 2 | 7 | 13 | 13 | 0 | 36 | 3.97 | ||
| 3.0% | 5.6% | 19.4% | 36.1% | 36.1% | 0.0% | 100.0% | ||||
| You receive the information needed to make informed decisions about risk management. | 1 | 2 | 5 | 19 | 9 | 1 | 37 | 3.92 | ||
| 2.7% | 5.4% | 13.5% | 51.4% | 24.3% | 2.7% | 100.0% | ||||
| The RM website provides helpful and useful information. | 1 | 1 | 7 | 16 | 4 | 7 | 36 | 3.72 | ||
| 2.8% | 2.8% | 19.4% | 44.4% | 11.1% | 19.4% | 100.0% | ||||
| RM staff are professional and courteous | 0 | 1 | 6 | 14 | 15 | 1 | 37 | 4.19 | ||
| 0.0% | 2.7% | 16.2% | 37.8% | 40.5% | 2.7% | 100.0% | ||||
| Total Responses | 40 | |||||||||
It is a unique challenge to balance the need for campus autonomy with systemwide needs and initiatives. With the creation of CSU WERCS (combined affinity group) and its focus on systemwide risk mitigation issues that span the four disciplines (Risk Management, Environmental Health & Safety, Emergency Coordinators and W/C Coordinators) and encourage communication across disciplines this concern may be minimized in the future.
Knowing how a campus implements a systemwide guideline is either clearly spelled out or left to the campus’ discretion, the Systemwide Office of Risk Management often in conjunction with the audit process does examine “s/w weaknesses” and in responding to audits do develop guidance. In addition, use of one’s own expertise, along with the occasional use of consultants (see sports clubs & emergency communications) these “weaknesses” are addressed.
We will continue to and in deference to the compressed and full CABO agendas, the CSURMA presentations will kept brief, succinct and though highlighting a broad array of items, only those items which will/could have an acute affect on a campus are focused on.
In the endeavor to provide some training and learning opportunities, the Fitting the Pieces Together Conference strives to provide cost-effective and substantive training, networking and informative programming to all interested CSU parties. Further, systemwide Risk Management has helped underwrite and assist with the cost of professional organization memberships (URMIA – currently & PRIMA). We will endeavor to continue providing campuses with information and resources related to business continuity issues that have a systemwide impact.
It has been our practice to provide consultative versus “top down” management, accept in those cases wherein a campus is running afoul of an EO, established systemwide policy or other applicable occasion.
In respecting the various sizes of campuses, budgets and sophistication of various campus risk management operations (in addition to understanding the need for campus autonomy with systemwide needs and initiatives) systemwide risk management has to contemplate what initiatives, policies or actions are a “must” and which are “should”. Systemwide risk management will take into consideration campuses concerns and limitations when said items are addressed and will respond accordingly.
Zachary Gifford
Manager