Attachment E:
2001 Support Services Survey Results

2001 SSA Survey Results	Effectiveness Rating					avg	n =	Importance and/or Value					avg	n =	Change Since 1999?
	low 1	2	3	4	high 5			low 1	2	3	4	high 5			indicate +/- or none	change
Operational Areas Needing Greatest Improvement in 1999:
Space: allocation, coordination and enhancements	1	4	2	2	1	2.80	10			2	10		3.8	12	4 = + 2 = - 3 = none	+
Technology: replacement or timely enhancement of systems	2	6	2	1		2.20	11				3	10	4.7	13	6 = + 2 = none	+
Human Resources: responsiveness, reducing bureaucracy		1		5	7	4.40	13				3	10	4.7	13	12 = +	+
Buying and paying: quicker process		2	4	4	1	3.40	11		1	1	4	4	4.1	10	8 = + 3 = none	+
Grants: quicker and more customer-friendly proposal process	3		4		3	3.00	10			1		8	4.8	9	1 = + 2 = - 1 = none	none
General Improvement Areas in 1999:
Reducing turn-around times		3	5	3		3.00	11				6	7	4.5	13	3 = + 1 = - 2 = none	+
Sharing information about request status		3	3	2	1	4.00	9			2	1	6	4.4	9	3 = + 1 = -	+
Encouraging staff to find ways to meet needs rather than enforce rules or appear bureaucratic		3	4	3	1	3.20	11			2	1	8	4.5	11	6 = + 2 = none	+
Increasing delegated authority for a range of services			5	5	2	3.80	12			3	2	9	4.2	14	10 = +	+
Additional areas from 1999:
Ease of finding information	1	3	1	1	0	2.30	6				2	11	4.8	13	7 = + 1 = none	+
Receiving Information	1	6	3	2		2.70	11			1	3	4	3.9	8	7 = +	+
Customer service quality (general)		4	2		3	3.20	9				4	5	4.5	9	7 = + 1 = -	+
Overall Central Support Services		1	1	3	1	3.60	6				2	2	4.0	4	4 = + 1 = none	+
Support Services Assessment process, overall		1	5	1	3	3.60	10				3	1	4.0	4	6 = + 1 = none	+