The Offices of Finance and Student Financial Planning would like to thank everyone for taking the time to complete the Administrative Survey in October 2018.  We have gained valuable feedback to help us maintain and improve the services we provide to faculty and staff.

Our median scores, on a scale of 1 to 5 with 5 being the highest, were as follows:

Statement	2017	2018
Staff are courteous.	4.33	4.38
Staff are professional.	4.41	4.45
Staff are knowledgeable.	4.41	4.40
Staff respond to my inquiries in a timely manner.	4.39	4.39
Overall, how satisfied are you with the Finance Department.	4.30	4.26

Each of our departments individually scored between 4 and 5 on all survey questions, with the average score = 4.31 for both 2017 and 2018.  In addition, we scored between 4 and 5 on each of our core values.

In accordance with our continuous improvement plan, we currently have initiatives in place to meet the following service-oriented objectives:

• Ensure our constituents are engaged and informed
• Ensure integrity and transparency
• Process university resources timely and accurately
• Improve service excellence

We appreciate all the comments included in the survey.  Thank you for the many positive comments, which support our efforts to be prompt, helpful, responsive, and friendly.  Thank you, too, for providing feedback to help us make improvements in the future.  Based on those comments, we are taking the following steps to make improvements:

• We recently attended a process improvement training presented by the Education Advisory Board (EAB). We intend to review our processes using the EAB model, in order to:
  • Simplify
  • Communicate better
  • Collaborate more
  • Be more consistent
  • Reduce paper processes
  • Streamline operations
  • Improve customer experience and satisfaction

As part of this work, we will include stakeholders in the process review and communicate the results of our work.

• We have also reaffirmed our commitment to our Finance Service Standards, namely:
• Provide Solutions not Excuses
• Take Ownership
• Foster an Innovative Environment
• Be Accountable as Team Members and Individuals
• Value and Trust Others
• Uphold Professional, Ethical and Confidential Standards
• Exceed Expectations
• Be an Ambassador for Drake
• Recognize Contributions

Teresa Krejci, Chief Financial Officer