Welcome to HR Presents

July 23, 201410:30 am – 12:00 pm

Milton Hall, Room 85

MANAGING EMPLOYEE TRAINING IN TRAINING CENTRALPresented by: Adam Cavotta Sr. University Training Specialist Center for Learning & Professional Development

Important Links

• Training Central– https://trainingcentral.nmsu.edu

• Training Central Help– http://training.nmsu.edu/saba/help/

• CLPD Web Site– http://training.nmsu.edu

MANAGING EMPLOYEE TRAINING

10:30 am – 12:00 pmCorbett Center | Senate Chambers (RM 302)

HR PresentsCustomer Satisfaction Survey

Analysis & Overview – July 23, 2014

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HRS Customer Satisfaction Highlights!

• Our survey was our FIRST ONE! Conducted by the department. It will serve as a benchmark!

• 973 out of 5,400 employees responded to our survey, or 18%...Not all employees responded!

• Faculty represented less than 25% of the respondents;• Only 20% of those that contacted us, did so in-person.

E-mail and phone calls (80%) made up the remainder of the methods of communication;

Human Resource Services (HRS) Customer Service

Human Resource Service Center

Benefit Services

Employment and Compensation Services

Employee Management Services

Labor Relations

Center for Learning & Professional Development

Overall HRS Customer Satisfaction Themes from the Survey

• Improve communication within the HRS offices and with the NMSU community;

• Provide accurate and timely responses to email requests, including follow-up;

• Improve customer service (friendlier, more helpful, improve service); and

• Improve service at satellite offices, including within the colleges and at the community colleges.

Overall HRS Customer Satisfaction Take-Away’s!

• More than 70% (n=658) of the respondents said that they were satisfied with the services HRS provides;

• Close to 71% (n=643) strongly/agreed that HRS strives to provide excellent customer service;

• 70% (n=632) of the respondents strongly agreed or agreed that the HR staff is knowledgeable;

• 72% strongly agreed or agreed that HRS responds to requests in a timely manner;

• 76% (n=609) strongly agreed or agreed that HRS communications were adequate and timely;

Overall HRS Customer Satisfaction Take-Away’s!- Cont’d

• Of the 973 who responded, only 160 offered comments…or 16%..that meant that the other 84% did not feel a need to comment further; and

• Overall, in all major categories, more than 70% of the respondents were satisfied with the customer service, knowledge, communications, response time, and overall service in general that HRS provides.

• HRS has done extremely well!• We know that we have some work to do….• We’re proud of what we’ve done!

Next Steps!

• Publish the results of our survey on our website over the coming weeks.

• Continue with our Outlook signature-survey link this Fall 2014.

• The HR Leadership Team is working on areas of improvement and maintaining areas where we did well.

• Our goal is to re-survey the campus community within the next two years.

FACULTY HIRING PROCEDURE

Presented by: Kathy Agnew, Assistant Director Employment and Compensation Services

Pre PeopleAdmin Faculty Hiring Procedure

Staffing Authorization – Posting Announcement

QUESTIONS/DISCUSSION & ADJOURNMENT