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Shared Business Systems Key Customer Survey

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Hello:
You are invited to participate in the SBS Key Customer Survey. In this survey, approximately 150 people have been asked to complete a survey that asks questions about service provision and customer relations, incident/issue resolution and enhancement requests and how we can improve. It will take approximately 15 minutes to complete the questionnaire.

Your participation in this study is completely voluntary and your survey responses will be strictly confidential. Your information will be coded and remain confidential and the data from this research will be reported only in the aggregate.

If you have questions at any time about the survey or the procedures, you may contact the SBS Business Support Team at (03) 9651 6077 or by email at the email address specified below.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
Which Department do you work for?
 
DPI
 
DSE
 
VicForests
 
CenITex
 
DPCD
 
Other
 
 
 
 
Which of the following areas are included in your standard work? (Select many)
 
Payroll
 
HR
 
Tax
 
Accounting
 
Accounts Receivable/Accounts Payable/General Ledger
 
Finance
 
Training Administration
 
Budget
 
Other
 

 
 
 
Provision of Service and Customer Relations
 
 
 
Which area of SBS do you deal with primarily? (Select one)
 
Management
 
Taxation and Accounting Services
 
Business Systems Administration
 
Business Systems Support (Helpdesk)
 
Payroll Operations
 
Cash Management
 
Project Management Office
 
Business Systems Training and Development
 
 
 
Which areas of SBS have you received assistance and/or services from within the last 6 months? (Select many)
 
Business Systems Training and Development
 
Business Systems Support (Helpdesk)
 
Project Management Office
 
Payroll Operations
 
Cash Management
 
Management
 
Business Systems Administration
 
Taxation and Accounting Services

 
 
How would you rate the importance of the following areas within SBS?
0
Not at all important 		1 2 3 4 5 6 7 8 9 10
Very important
Management
Project Management Office
Business Systems Training and Development
Business Systems Support (Helpdesk)
Business Systems Administration
Payroll Operations
Cash Management
Taxation and Accounting Services
 
 
How would you rate the quality of service provided by the following areas within SBS?
0
Very poor 		1 2 3 4 5 6 7 8 9 10
Very good 		NA
Don't know
Management
Project Management Office
Business Systems Training and Development
Business Systems Support (Helpdesk)
Business Systems Administration
Payroll Operations
Cash Management
Taxation and Accounting Services
 
 
How would you rate your satisfaction with the services provided by the following areas within SBS?
0
Very poor 		1 2 3 4 5 6 7 8 9 10
Very good 		NA
Don't know
Management
Project Management Office
Business Systems Training and Development
Business Systems Support (Helpdesk)
Business Systems Administration
Payroll Operations
Cash Management
Taxation and Accounting Services
 
 
 
Please describe if there are any particular aspects of the services provided by SBS that exceeded expectations:
   
 
 
What level of importance do you place on the following:
0
Not at all important 		1 2 3 4 5 6 7 8 9 10
Very important
The SBS Representatives I deal with are helpful
The SBS Representatives I deal with have a professional manner
The SBS Representatives I deal with provide accurate information
The SBS Representatives I deal with provide services in a timely manner
The SBS Representatives I deal with prioritise requests appropriately
The SBS Representatives I deal with have good communication skills
The SBS Representatives I deal with provide a consistently high level of customer service
 
 
How would you rate the quality of SBS against the following:
0
Very poor 		1 2 3 4 5 6 7 8 9 10
Very good
The SBS Representatives I deal with are helpful
The SBS Representatives I deal with have a professional manner
The SBS Representatives I deal with provide accurate information
The SBS Representatives I deal with provide services in a timely manner
The SBS Representatives I deal with prioritise requests appropriately
The SBS Representatives I deal with have good communication skills
The SBS Representatives I deal with provide a consistently high level of customer service
 
 
 
Please describe if there are any particular aspects of SBS' customer service that exceeded expectations:
   
 
 
 
Incident/Issue Resolution and Enhancement Requests
 
 
 
When you contact SBS for assistance, how do you most commonly initiate contact?
 
Call the Business Systems Support Team (Helpdesk)
 
Call someone directly
 
Email the Business Systems Support Team (Helpdesk)
 
Email someone directly
 
Log an incident in the Incident Management System
 
In Person
 
Other
 
 
 
 
What is your preferred method of contact?
 
By phone via the Business Systems Support team (Helpdesk)
 
By phone direct to a specific person
 
By email via the Business Systems Support team (Helpdesk)
 
By email direct to a specific person or persons
 
Logging an incident in the Incident Management System
 
Other
 
 
 
 
What resources do SBS representatives commonly direct you to or provide to you to help increase your knowledge of procedures (Select many)
 
Provided instructions over the phone
 
Provided instructions via email
 
Directed me to the relevant procedure guide on the SBS Website
 
Not Applicable
 
Other
 

 
 
 
How would you rate the quality of the resources provided to you?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
N/A
 
 
 
In what format would you like to receive assistance to help you increase your knowledge of a procedure? (Select many)
 
Assistance over the phone
 
Guidance through the steps over the phone
 
Explanation via email
 
Step by step Procedure Guide available on SBS Website
 
Training Session
 
Face to face assistance
 
Assistance via remote access to your computer
 
Other
 

 
 
 
SBS currently provides options for training to client departments. What would you like to see included in the list? (Select Many)
 
Introduction to BMS
 
Employee Self Service
 
Manager Self Service
 
Advanced Payroll Workshop (topics determined as appropriate)
 
Introduction to Oracle Training Administration
 
Advanced Oracle Training Administration
 
Discoverer Plus Training
 
Discoverer View Training
 
BMS Payroll Costing Changes
 
Other
 

 
 
Rate the importance of the following aspects of incident/issue resolution as provided to you by SBS:
0
Not at all important 		1 2 3 4 5 6 7 8 9 10
Very important
Clear protocols for dealing with incidents/issues
Customer awareness of the protocols for dealing with incident/issues
Provision of meaningful advice and assistance
Provision of accurate advice and assistance
Advice and assistance that meets my requirements
Advice and assistance that meets my expectations
Dealing with urgent incidents/issues in a timely manner
Appropriate prioritisation of non-urgent incidents/issues
Being kept updated on the status of my incidents/issues
Up to date information regarding the status of my incidents/issues
Timely notification of events or system outages
 
 
Rate the quality of the following aspects of incident/issue resolution as provided to you by SBS:
0
Very poor 		1 2 3 4 5 6 7 8 9 10
Very good
Clear protocols for dealing with incidents/issues
Customer awareness of the protocols for dealing with incident/issues
Provision of meaningful advice and assistance
Provision of accurate advice and assistance
Advice and assistance that meets my requirements
Advice and assistance that meets my expectations
Dealing with urgent incidents/issues in a timely manner
Appropriate prioritisation of non-urgent incidents/issues
Being kept updated on the status of my incidents/issues
Up to date information regarding the status of my incidents/issues
Timely notification of events or system outages
 
 
Rate the importance of the following aspects of enhancement requests:
0
Not at all important 		1 2 3 4 5 6 7 8 9 10
Very important
Knowledge of the Enhancement Request process
Transparancy of the Enhancement Request process
Knowledge of Governance Sub-Committee and SBS Enhancement Request prioritisation process
Transparancy of the Enhancement Request prioritisation process
Timely execution of Enhancement Requests upon Governance Sub-governance Approval
Traceability of the progress of Enhancement Requests
Communication of the progress of Enhancement Requests
Communication of the impact of Enhancement Requests
Outcome meets expectations of Enhancement Requests
 
 
Rate the quality of the following aspects of enhancement requests:
0
Very poor 		1 2 3 4 5 6 7 8 9 10
Very good 		NA
Don't know
Knowledge of the Enhancement Request process
Transparancy of the Enhancement Request process
Knowledge of Governance Sub-Committee and SBS Enhancement Request prioritisation process
Transparancy of the Enhancement Request prioritisation process
Timely execution of Enhancement Requests upon Governance Sub-governance Approval
Traceability of the progress of Enhancement Requests
Communication of the progress of Enhancement Requests
Communication of the impact of Enhancement Requests
Outcome meets expectations of Enhancement Requests
 
 
 
Improvements
 
 
How would you rate the following:
0
Very poor 		1 2 3 4 5 6 7 8 9 10
Very good
The quality of SBS verbal communication
The quality of SBS email communication
The timeliness of SBS email communication
The quality of communication delivered via the SBS Website
The timeliness of communication delivered via the SBS Website
The quality of the communication of updates to incidents/issues
The quality of the communication of urgent information
The quality of the communication of non-urgent information
 
 
 
What do you think is the most effective way to receive information updates about incidents/issues that you have raised to SBS? (Select many)
 
Face to face meeting on a regular basis whether there are updates or not
 
Face to face meeting every time there are updates
 
Telephone contact on a regular basis whether there are updates or not
 
Telephone contact every time there are updates
 
An email on a regular basis whether there are updates or not
 
An email every time there are updates
 
Self initiated use of the Incident Management System
 
An email notification directing me to the Incident Management System when updates are made
 
Other
 

 
 
 
How would you prefer to receive information updates about incidents/issues that you have raised to SBS? (Select One)
 
Face to face meeting on a regular basis whether there are updates or not
 
Face to face meeting every time there are updates
 
Telephone contact on a regular basis whether there are updates or not
 
Telephone contact every time there are updates
 
An email on a regular basis whether there are updates or not
 
An email every time there are updates
 
Self initiated use of the Incident Management System
 
An email notification directing me to the Incident Management System when updates are made
 
Other
 
 
 
 
Which method/s do you think are most effective for communicating urgent information to small groups or individuals? (Select many)
 
Telephone
 
Sametime
 
SMS
 
Email
 
SBS Website
 
Face to face
 
Twitter
 
Other
 

 
 
 
Which method/s do you think are most effective for communicating non-urgent information to small groups or individuals? (Select many)
 
SMS
 
Face to face
 
SBS Website
 
Email
 
Twitter
 
Telephone
 
Sametime
 
Other
 

 
 
 
Which method/s do you think are most effective for mass communicating urgent information? (Select many)
 
Twitter
 
Sametime
 
SMS
 
QuickR
 
Email
 
SBS Website
 
Other
 

 
 
 
Which method/s do you think are most effective for mass communicating non-urgent information? (Select many)
 
QuickR
 
Email
 
SBS Website
 
Sametime
 
Twitter
 
SMS
 
Other
 

 
 
 
Please describe any improvements you think could be made to SBS' communication practices
   
 
 
 
How would you rate the quality of the output you receive from SBS?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
 
 
Please comment on any improvements that you think could be made to the output provided by SBS
   
 
 
 
Overall, how would you rate the current services provided by SBS, as listed in the Service Level Agreement with your department?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
Other
 
 
 
 
Please describe any improvements that you think could be made to the current services provided by SBS:
   
 
 
 
Please describe any services not currently provided by SBS that you would like to see included in the Service Level Agreement with your department:
   
 
Please contact [email protected] if you have any questions regarding this survey.
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