From April 2 through May 3, 2024, UCOP Operations and IT Client Services (ITCS) conducted our second client service satisfaction survey to gather feedback on what’s working well and what needs improvement. The survey covered UCOP Operations and ITCS overall, including 31 departments, units, processes or services.

This year’s results have been compared against the benchmarks established in our 2022 survey, allowing us to assess our progress over the past two years. Read on for the highlights!

Response rate

Out of 2,162 UCOP staff invited to participate, 640 people completed the survey for a 30% response rate.

Survey results and trends

Overall, 66% of respondents reported that they are extremely satisfied/very satisfied with UCOP Operations, and 84% are extremely satisfied/very satisfied with ITCS.

Breaking the responses down by departments within UCOP Operations, the extremely satisfied/very satisfied scores were as follows:

Strengths

Across all areas surveyed, respondents noted that colleagues in these departments were helpful and knowledgeable. In some instances, they were described as responsive or courteous and friendly.

Opportunities for improvement

For ITCS, the primary opportunities for improvement are understanding client needs and requirements and moving department(s) in a positive direction to meet client needs.

For UCOP Operations overall, the primary opportunities for improvement are understanding client needs and requirements, moving department(s) in a positive direction to meet client needs, and facilitating problem resolution. Specific suggestions by UCOP Operations department included:

For more detailed information about the survey results, view a presentation on Box.

How UCOP Operations is responding

UCOP Operations is taking steps to enhance our services and address identified areas for improvement. Our focus is on:

• Enhancing service delivery for lower-scoring service attributes
• Prioritizing process and service improvements across all UCOP Operations departments
• Conducting semi-annual pulse surveys to track the progress of low-scoring services

UCOP Operations teams are actively developing action plans for each department, which will outline specific initiatives for implementation. These plans will address the challenges and opportunities identified in the survey.

As we finalize our action plans and begin implementing improvements, we will share regular updates through various channels, including Link and departmental communications.

How ITCS is responding

ITCS is identifying short- and long-term actions to address our top improvement opportunities, which include:

• Continuing to analyze ServiceNow data, call center metrics and closed-ticket survey feedback to improve overall service levels
• Continuing to identify and deploy tools to support fully remote staff, and implement next-generation video solutions in conference rooms to create an enhanced user experience for hybrid meetings
• Identifying and procuring hardware and software based on client needs

Thank you!

The UCOP Operations and ITCS teams are grateful to the colleagues who took the survey and shared their feedback. We’d like to send a huge shoutout to our survey partners, Tritonlytics, a survey consulting group within Operational Strategic Initiatives at UC San Diego, who were instrumental in designing and administering the survey.

UCOP Operations and ITCS are committed to gathering ongoing feedback. Our next client satisfaction survey will be conducted in Spring 2026. If you have questions about the survey, email survey-ucop-operations-itcs@ucop.edu.

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