Mission & Philosophy
The mission of the UMD Business Services is to support the
overall budget of the campus by providing the accounting, financial information,
reporting services and collections needed by the university as a whole
and UMD specifically.
The philosophy of the UMD Business Services is to set an
example of credibility in financial services and financial management
for the UMD campus and to be in the forefront of use of technology for
UMD Business Services
Customer Satisfaction Survey
The UMD Business Services department consists of the following work groups:
- Accounting Services
- Financial Collections
- Cashiers Office
The department is led by the Associate Vice Chancellor for Finance and functions within the Vice Chancellor for Finance and Operations Unit, which consists of the departments of Business Services, Human Resources & Equal Opportunity, Facilities Management and Police.
The following summarizes the key findings in the Business Services Customer Satisfaction Survey administered in the Spring of 2013. The most recent Customer Satisfaction Survey was previously administered in June of 2002. It is our intent to offer an annual survey going forward in conjunction with our strategic planning improvement efforts. The survey data are used as one set of inputs to gauge and monitor our progress, specifically as it pertains to customer service in the following areas:
- Functional Expertise & Consulting Support
- Effective Problem Resolution
- Service Tailored to Clients Needs
- Develops and Maintains Effective Departmental & Campus Relationships
- Reliable and Timely Service
- Client Satisfaction Overall
AREAS OF EXCELLENCE: Over 74% of Students and Faculty/Staff groups reported being “satisfied” or “very satisfied" in the following specific areas:
- Dependability & Reliability
- Courteousness & Responsiveness
- Resolution of Problems
AREAS OF SATISFACTION: Approximately 70% of Student and Faculty/Staff groups rated Business Services as “satisfactory” in the following areas:
- Addresses individual needs
- Builds effective relationships on campus
AREAS FOR GROWTH: The one area in which only 52.4% of respondents reported being “satisfied” or “very satisfied” was:
Overall categorical means were calculated on a 5-point Likert scale and ranged from 4.497 to 4.681. These scores demonstrate solid performance with some room for improvement. In analyzing and summarizing some of the comments, respondents generally felt that the department was proficient at being the “experts” on relevant subject matter and were generally very courteous and respectful.
Specific suggestions for improvement focused on process improvement, customer ease of finding information on the website, communicating policy change information on a regular basis, innovating new systems to improve our financial information, being more timely with follow-through for departments and being more flexible in collections policies.
The department appreciates those who took the time to give their input as it strives to identify areas of improvement within Business Services and the VCFO Unit. Attached are the detailed survey results in both prose and spreadsheet format, as well as the original surveys for students and faculty/staff should more detail be desired. If you did not get a chance to respond during the survey period but have information you would like to share, we encourage you to contact Sue Kerry at email@example.com with your thoughts and suggestions for the department’s improvement.
Survey Process and Results
Overview Faculty/Staff Survey
Overview Student Survey