2011 OPC Survey · Web view(ext. 8461) or me. Dave Chakraborty Associate Vice President – OPC...

2011 OPC Survey Results

Dear Survey Respondents,

We, at OPC, sincerely appreciate your taking the time to rate our services to the Campus and for giving us feed-back. OPC’s role is to keep the Campus functioning, so that the faculty, staff and students can continue to teach and learn in a welcoming environment. Your responses help us gauge our performance and to strive to do better.

We are posting the results of the 2011 survey here, please see the link below. We have also received written comments about our services. The comments are grouped together for each area of service OPC provides. Our responses to your comments are posted in italics.

We thank you for your generally high ratings and positive comments about our services, and we sincerely appreciate your support. There are certain areas where we can improve our performance. We are taking active steps to perform better in these areas. We hope you will see a distinct improvement over the next few months.

Your comments are always welcome. If you have any questions or comments, please contact OPC Work Center at [email protected] (ext. 8461) or me.

Dave ChakrabortyAssociate Vice President – [email protected]

www.csuci.edu/opc/documents/customer-service-survey-charts

GENERAL COMMENTS RECEIVED ON OVERALL SERVICES

Overall, I think our OPC crew maintains an excellent standard of service in quality and responsiveness. I have worked at other campuses and I think our OPC staff members are friendly and take pride in their work - and rightfully so!

I am overall pleased with the services OPC offers. Keep up the great work!

I am very happy with your services.

OPC does a great job and the people who work for the department are very professional, responsive and friendly. I appreciate the good work you do.

http://www.csuci.edu/opc/documents/customer-service-survey-charts

mailto:[email protected]

Comments and OPC’s Responses2011 OPC Customer Survey

Am always just amazed at how OPC meets deadlines of complicated projects! Have always been courteous and professional - truly one of the best departments I've seen during my career span.

Thank you for all the services that are provided to the campus. I appreciate every staff member and the effort and care that is put into all that is done by and through OPC. Looking forward to continued collaboration between our areas and working together to help serve our CI students. Thank you.

I have nothing but praise to offer for all areas of OPC. We are all trying to do more with less these days, and OPC is no exception. The services OPC provides on this campus are top-notch, in spite of the economic limitations we all face. I believe this is because of the motivated employees and excellent leadership in place at OPC, whose efforts are carried out in accordance with "The C.I. Way".

All of the above services are important to the "face" we present to the general public and the OPC staff provide very good service.

As we grow, continued communication and updates are important and helpful to the campus community. All in all, I find all facets of OPC are very well conducted. Also, the staff is always helpful and willing to assist where needed.

The overall experience that I personally have had with our OPC partners has been very positive in every aspect. The interaction of with staff and the services provided have always been conducted in a very professional, courteous, and helpful manner with all matters presented. I appreciate the business partnership created with our OPC partners, essential to the work and product we provide to our cliental. I know that we can rely on our OPC partners to assist in a time of need, as well as to provide the teaching tools to our department be better able to service our cliental. I appreciate the partnership and look forward to continuing to foster and maintain a positive growth environment for both departments to continue to work in.

High quality of employees of OPC. When we need 'em, they're there.

Again, you all do a great job. The best part is you are all friendly and work very hard to make our campus beautiful. Thank you! Most of my concerns are with the administrative side of things, but everyone does great.

In general OPC provides excellent service. As with any organization of it's type, some delays are expected. When they happen, we are informed and kept apprised of progress towards completion. OPC is very responsive to requests for information as well as emergency issues. The entire team obviously takes pride in their work and feel that safe, well maintained buildings and grounds are a reflection on each and every one of them. Thank you for keeping the lights on and the water running!!


Overall very good service from OPC. They definitely play their part in making this an excellent campus to work at and to study at.

Exterior bldgs and grounds, excellent. Interiors could use more manpower. They do okay but I think are probably understaffed to do an excellent job.

OPC professional and student staff are very helpful. It is a pleasure working with you.

Thank you for the wonderful comments. We very much appreciate it.

The 9/80 schedule has seemed to made it more difficult for employees to access OPC services. Often have to call around to find someone and services after 3:00 pm are similarly difficult since OPC employees leave by then.

The OPC Work Center is available Monday thru Thursday from 7:00 am to 5:00 pm and Friday from 7:00 am to 4:00 pm. You can contact them by phone at 805-437-8461 or email [email protected]. The Work Center will locate the resources needed to respond to your issue. If you need assistance outside of normal hours please contact the Public Safety Dispatch center at 805-437-8444 as they have contact information to bring in after-hour resources to handle your issue.

PLANNING DESIGN & CONSTRUCTION

Please clarify who is included in Planning, Design & Construction department.I'm not sure who all falls under "Planning, Design & Construction" so I'm not sure how to rate this?

OPC’s Planning, Design & Construction (PDC) unit is headed by John Gormley. This unit is responsible for planning new buildings, designing new construction and renovations and managing new construction. There are ten employees in PDC, architects, construction managers, construction inspectors and administrative staff in the unit. Recent projects completed by PDC include Broome Library, Santa Cruz Village, Infrastructure Project, Decision Center and Student Union Building. PDC is performing a campus-wide Master Plan and is designing the West Hall building. North Hall and Entrance Road projects are in construction.

Asking questions about needs in a particular area prior to building a new building or renovating existing space might alleviate issues that could come up later. Plus, OPC should periodically 'check in' with employees to see if there are any issues with the building set up, design. When issues are brought to the attention of OPC, sometimes there is no action taken.

mailto:[email protected]


As part of the Capital Outlay Budget process, we review with the various divisions of the University (Academic Affairs, Student Affairs, and Finance and Administration) the programmatic needs for 5 – 10 years out prior to submitting a Capital Outlay Budget Change Proposal (COBCP) Project Description. We then select a planning consultant to work with the prospective users for the project to develop a detailed program Feasibility Study which outlines all the specifics of the project, including project goals, program, and estimated construction costs. This is used to submit the final COBCP for review, and hopefully approval, for funding by the State. This process allows for the users’ ultimate needs to be addressed in this early stage of the project. Further details are then identified and incorporated into the project design once the Project is approved and funded. It’s a long process that typically takes about 5 – 6 years between the start and eventual completion of the building project.

We also complete a Post-Occupancy Assessment one year after the completion of the Capital Project to assess the parts of the project that work well for the users and areas that could be improved based on changing work environments. This information will assist us in making sure that future projects will meet the ever changing needs of the University and also potentially allow for changes to the project, depending on available funding.

One issue is handicap and visitor parking around Solano Hall. The courtyard is being renovated, but there is no handicap or visitor parking in the plans.

Regarding Solano Hall courtyard, it is true that there is no handicap or visitor parking in the courtyard. About three years ago, the Campus Physical Master Planning Committee reviewed whether parking should be allowed in the courtyards, and determined that parking should be generally prohibited inside the courtyards. The intent is to make the campus pedestrian-friendly; if cars were allowed to enter courtyards, unsafe situations can arise. It was also intended that parking needs for Solano Hall would be met by the A-4 Parking Lot in front of El Dorado Hall.

Construction noise is inevitable on a growing campus. A few summers ago my work was consistently affected by construction noise. It was very difficult to handle daily tasks, unable to answer phones due to construction noise.

We thank you for your patience and understanding.

While the planning, construction, and design process appears to be inclusive, without materials provided to participants in advance, they can yield little in the way of thoughtful conversations.

We will strive to provide materials in advance for your review.

Noise in Solano Hall during the summer was not communicated to employees using the building until employees complained about the noise.


We apologize for the inconvenience. The construction schedule was published in the OPC Construction Update and OPC Construction Managers met with Department Heads in Solano Hall to discuss the impacts. We fully recognize that building occupants suffer when there is construction in and around buildings, as construction activities are inherently noisy and dusty. For the Solano Hall project, we tried to minimize the negative impacts by scheduling all major construction activities during the evening shift (after 5 PM).

We do, however, understand your concern. We have now established a process to disseminate news about impending construction activities targeted towards the building occupants, in addition to the Construction Updates sent to the Campus.

Love the updates from Jim Walsh.

Thank you.

SignageI like the newer directional signs, but have always found the tombstone signage hard to read. I also like the simplicity of the building signs.

The new signage is very attractive and welcome, but the sandwich boards with names on them and sandbags slung over the top look sloppy. It would be nice if there was a more professional way to welcome and direct VIPs and others.

We are glad that you like the new signage. We recognize that the Campus requires a full upgrade of the directional signage. OPC is planning a signage upgrade throughout the campus. There are a number of competing demands, though, and we are in the process of prioritizing the needs. As funds become available, OPC will upgrade the signs. The temporary sandwich boards are placed by the Parking Department. We have passed on the comment to them.

RE signage: Names of buildings alone does not meet student's directional needs. Buildings like Arroyo Hall should clearly say "recreation center".

The signage standards were adopted by the Campus Physical Master Planning Committee. We will present the comment to the Committee.

Would it be possible for the architect (or whoever would do such a thing) to come up with a comprehensive map of the Bell Tower building? Oftentimes I feel lost when trying to navigate my way to a room I've never been to before.


Thank you for your suggestion. Interior signage needs to be upgraded in several buildings. We will review the signage requirements, work with a group of building occupants and develop a new signage plan. As funds permit, we will upgrade the signage inside the buildings.

BUILDING MAINTENANCE

I think these factors have improved a lot over the past year. Good job.

You guys do a fantastic job overall! Thank you!

From my experience, everyone answering to all work order's I've placed have been courteous and efficient. The job always gets done usually immediately after I place a work order. I'm always surprised at the efficiency of the job. The addition of the WebWorks has also helped streamline the requests.

Thank you for your comments.

Professional behavior and appropriate language in the workplace is just as important as appearance.

We cannot agree more. If you have specific concerns with any individual member, please contact OPC Work Center immediately.

EstimatingCosts are too high. Our budgets don't support that level of reimbursement to another div of the University.

My main recommendation is to analyze how other campus facilities areas serve and charge their own departments. There are striking differences between most universities and CI.

Chargebacks make departments not want to utilize necessary services as the department does not have funding to pay OPC, yet OPC uses services all over the campus and they are not charged back.

I work mainly with the Plumbing shop and the the Mechanic shop. Both departments have provided UGC with exceptional service. Due to the increase of Campus rates I will be getting back-up proposals. For instance, our annual fire extinguisher flush that the plumber shop does for UGC went up 30% compared to last year's cost (over $700.00 increase). $175.00 more than the proposal I received from outside source.


We know that charge-backs are a sore issue. The charge-back concept, however, is guided by the Campus Policy on Charge-backs, and OPC complies with the Policy. The need for charge-backs is driven by how OPC budgets are funded. OPC gets funding for repair and maintenance activities only. Approximately 50% of the trades man-hours, however, are spent on charge-back services. In other words, if OPC limited its services to repairs and maintenance only, OPC’s staffing levels would have been lower. The budgeting process assumes that a lower staffing level is adequate. OPC has to, however, maintain a higher staffing level to provide other services the Campus needs. We have no choice but to recoup some of the costs by charging back individual departments. It should be noted that if the Departments hired outside contractors to provide the necessary services, the costs would be much higher. OPC’s labor rates are, on an average, 54% lower than contractor’s prevailing wage rates, and materials are charged at cost, without any markup. In addition, individual Departments would have to assign staff to obtain bids, issue contracts, manage the contractor and pursue contractors for warranty repairs, which would add to Department’s costs. OPC does not make any “profit”. At the end of the fiscal year, if there is any unspent revenue in OPC’s budget, the funds are returned back to the General Fund.

We may have not requested estimates correctly in the past and therefore it wouldn’t be fair to rate timeliness of estimates poorly. However, in most cases (not all) the estimates were either never provided or were received 3-4 weeks after request. We rarely ask for estimates based on this experience in the past and I havent personally in over a year. Once project has begun, communication is typically very clear, detailed and very much appreciated. Staff is always respectful and very easy to work with.

Timeliness of Completion: This was marked down a bit because we recently had a quote request fall between the cracks. However, the problem was rectified quickly.

We recognize that OPC needs to do a better job in providing timely estimates, reporting progress and following up. To address the Campus’s concerns, we have already reassigned responsibilities within OPC. We have now dedicated one Lead to complete estimates. We are also reviewing our internal processes to improve the timeliness of responses.

Repair / In-House Project Services

The two main areas of improvement involve cost of work performed and janitorial services. Suggest closely scrutinizing the reported time for work on smaller jobs and the number of staff required to perform the work.

Please see response above regarding cost of work performed, and below for the response regarding janitorial services. When you have concerns about the number of hours charged to a particular WO, please contact OPC Work Center immediately and we will investigate the issue.

Completion of OPC workcenter requests took longer than others. Not clear on how the urgent not so urgent timeline of completion matrix works.


OPC has a defined priority matrix. Emergencies and urgent repairs get immediate attention. Other tasks are deferred and we complete these tasks as time permits. The only way to improve our response time would be to retain additional man-power.

This section was very hard to answer. On a global level I think efforts to minimize impact and progress reporting have improved. On the flip side, maintenance and projects for the John Spoor Broome Library have been all over the place in this area. For the cabinet project, sealing conference room, Biz collection, and parts of the lighting redo move all of these areas were excellent. Then we have other maintenance and projects that we are not made aware of and not posted on progress. Plus questions are not asked of my group up front that could help OPC better evaluate and communicate input. People and machinery in the basement. Contractors and key issues. Temps in classrooms that get above 80. Much of this is about communication and taking a minute to understand the operations of a unit before decision making. With this said, I think things are improving.

Need to work on coordination of projects with A&IT.

I would like to see the work done my area, A&IT (AV installations) be factored into the overall project management timeline and schedule. Too often, we are unaware of when we can get into a classroom and get our piece of the project done, or the information provided is inaccurate. I think this approach would be more useful towards furthering communications.

Thank you for your comments. We have discussed your concerns within OPC and we are taking active steps to improve communication before and during projects. In addition, from January 2012, we will request feed-back from you for each individual work-order completed. Your responses on individual work-orders will allow us to better follow-up on your concerns, and take corrective actions sooner. We hope you will notice a difference soon.

Electrical Shop

The mission lounge is on the same circuit as BTE 1752-1762. When electricity is turned off in the mission lounge to do work, we get a "surprise" power outage, it would be nice in the future to get notice.

The Electric Shop has noted the comment.

Don't get me started on exterior lighting after our exploding lights last year. Interior lighting has improved but I still pass the building in the middle of the night or late on Saturday and Sunday where every light in the building is on.


In regards to the exterior lighting, I believe we need better lighting around the parking lots and walkways. I would also recommend cross walk lighting on the ground.

The Sustainability Task Force and OPC has launched a Strategic Energy Management Planning process. We are evaluating exterior lighting requirements throughout the campus and analyzing what additional controls are required to turn off lights in unoccupied buildings. Since June 2009, OPC has done a tremendous amount of work and reduced electricity usage by 27% throughout the Campus! We are dedicated towards sustainability needs and are aggressively pursuing additional energy efficiency measures. If necessary funds are available, our goal is to reduce electricity usage by additional 15% by 2015.

Lock Shop

Building maintenance is a large question. punch codes and keys are given FAR to freely to people that do not need them, response time to building issues is slow at best, no response to questions about people in buildings during off hours or in places where they don't belong, according to who has keys or punch codes. This is definitely an area that needs to be addressed.

I think the key and access code continues to be an issue. The process continues to mystify me despite talking this to death (just found out all support coordinators have codes) and the 2nd floor door that allowed students to gain access in off hours was problematic. On the other hand Aaron and Loren have been very patient, do excellent work, and always keep us in the loop.

We need to review the Key request process. There has to be an way to do this online. I know our office has signed 75-100 requests in the last 2-3 weeks.

Re key services: Locks are change without advance notice, it takes too long to get a key and when it does arrive, I am almost never notified. If codes are turned off automatically by you in the summer departments should not be charged to get them back on.

Key control, punch number control, and access to the buildings remain an issue. people have been found wandering in areas of the building that they do not belong. OPC employees have been found in areas of the building that we did not schedule for work and OPC can not state the reasons for the employee to be in these areas of the building.

Locksmith is helpful, professional and responsive to our needs. Great area!!

We recognize that the access control process requires significant improvement. In spite of our Lock-Shop’s best efforts, they are hampered by an outdated process. We have consulted with key decision-makers in different Divisions and have developed a road-map to simplify the process. One key element in the simplification process is to install software for automation and


tracking. After months of research and the evaluation of different off-the-shelf software, and with A&IT’s help, we have determined that customizing Web Works (OPC’s work order management system) will best serve the Campus’s needs. The customization work is already in progress. We hope to launch the new software in time for the Fall 2012 semester. In the meantime, we have changed a few of the offending practices, and you should see an improvement beginning in the Spring 2012 semester. We hope the process will be less burdensome going forward.

Heating & Cooling

Not sure how the cooling system can be improved in Bell Tower West Second Floor but it's been really hot up here these past few days. Other areas and classrooms in Bell Tower have VERY nice air conditioning.

We continue to have cooling issues especially at hot times and large groups in rooms, but OPC did a good job of resolving the heating issue in the lobby.

The cooling is okay when the weather is mild. However, the new system in University Hall does not seem to cool down enough in the slightest warm weather. No one has "trained" us on using the thermostat which, I believe, is controlled downstairs anyway. We're still using our fans in weather over about 75 degrees.

Heating/cooling of air in BTE has been and continues to be an ongoing adventure and challenge for some staff and students in the area. It doesn’t personally bother me but many staff complain about temperature and are unsure how to regulate it.

There is no air-conditioning in our building so it can get hot and uncomfortable.

In buildings where cooling is available, OPC operates the HVAC system in accordance with CSU Executive Order 987 (Sustainability). EO 987 prescribes the temperature limits for providing heating and cooling. The system is controlled from the Central Plant using a networked Energy Management System. The thermostats inside individual buildings provide minimal control. If an area gets uncomfortable, please report the condition to OPC Work Center. Our Engineers will immediately investigate the problem. If they find malfunctioning equipment, the repair is assigned top priority.

WORK CENTER

Very responsive when the help desk is called or emailed.


Not familiar with WebWorks so that isn't applicable to my evaluation. Often follow up to inquiries and to work orders is slow or non-existant.

Webworks does not have the ability to insert attachments, the status box doesn't show progress of work until the work has been completed. The middle portion and the right hand side of the screen cannot be used for anything, but the software is simple enough to use!

All of the staff are great to work with and very helpful and informative. There does seem to be some breakdown in communication between the supervisor and the staff person assigned the work. Work orders can get lost and it's hard to follow up when an area has many work orders in progress. A completely paperless system would work best, as there is no really accurate way to track a piece of paper.

We are evaluating and implementing new ways to better track progress and follow-up after work is completed. We hope you will notice a difference soon.

Would like to see WebWorks attached to myCI (single log-on).

We had investigated this feature. It is technically possible, but we shelved the idea because the software vendor had quoted several thousand dollars in fees to incorporate this feature.

I am one of the few who can't log into webworks. I called on 9/6/11 and was told that someone would be by to look at my computer. This was the second time I had called about this.

This could be an A&IT issue. If you experience problems logging in, please contact OPC Work Center and we will follow up with IT and the vendor. As far as we can tell, all authorized users have access to Web Works.

CUSTODIAL

Because the survey required filling in every space before progressing, some answers were provided to questions with which I have no personal experience. For these, I put average and N/A. I think it would be wonderful if there could be a regular dusting schedule that staff could plan on. If they knew they needed to remove all personal items to have their desk areas dusted, i think that would be welcome. It would also be nice if trash cans did not have to be left in the halls and if there could be a regular vacuum schedule inside of offices. If staff we aware of the schedule, they could make surer that items were off the floor. Cleaning the vents on a regular basis would also help with health issues, especially in winter. Thank you for asking.

Custodians are in general immediately responsive to needs. However, regular service is limited to the most basic. Office floors are seldom vacuumed and offices are never dusted. Window


ledges are ignored and windows are rarely washed. Since the furlough year, garbage cans have had to be left in the hallway to be emptied. This is all understandable, but it is occasionally demoralizing.

Custodial services is typically basic and more thorough cleaning requires submitting a special request. There doesn't appear to be a set schedufle for cleaning blinds, window sills and furniture and other surfaces.

When it comes to custodial services, I dont' think our offices are ever dusted.

This is a difficult area to evaluate because I don't agree or disagree with a couple of the areas. Hallways and public spaces are not always clean so it is hard to agree. But, again it is hard to disagree because the hallways and public spaces are clean more often than not depending on the time of year. I don't believe our workspaces are ever dusted. Maybe vacuumed, but on rare occasion. The glass has not been cleaned on the outside at all. I clean my windows on the inside from time to time. The trash cans are not emptied on a consistent basis. I agreed with this point because yes, they are emptied but I have to disagree as well since the cans are not emptied on a weekly basis. We have gone almost two weeks without them being emptied and some will just empty the cans themselves. It appears that the ladies' restrooms in BTW are not cleaned regularly. The toilet seats are lifted up to indicate they are clean, but there is no sign of a cleaner in the toilets or the scent of tile/floor cleaner, or....sinks and counters and faucets don't appear to be wiped down regularly either.

Would like to see carpet cleaning of hallways more regularly, or at least scheduled once or twice a year. Seems to only happen when we request it.

Some less traveled parts of the building do not receive regular cleaning. Fire stairwells, window ledges, ledges above windows can appear quite dirty and dusty when viewed from upper floors. A regularly scheduled cleaning of some of these areas would decrease other issues in the building. However, the staff in the building do a fantastic job with what they have time to do.

perhaps trash containers could be returned to the inside of classrooms rather than left outside classroom doors.

Noticing recently that vacuuming has not been occurring weekly in office areas. Trash sometimes is missed in the office areas unless placed outside the office doorway at night. I know custodial is usually excellent at their services, so this may just be a rare occurrence. Would like doors in main lobby and other entrances/exits of Bell Tower kept shut as small critters and birds are getting to the inside areas.

Again, our custodial crew is amazing. We may want to work on a schedule to get our windows and elevators cleaned more regularly. Also a schedule for special cleaning like furniture. Or maybe I am just unaware.


Also, suggest hiring another lead janitor to schedule, oversee and inspect work, and especially to plan out heavy cleaning tasks that are not routinely done.

Exterior windows need cleaning at least annually. We are on the 2nd floor of a primarily closed building so I'm sure we're not on the regular schedule. However, it would be nice to have them cleaned occasionally.

Trash is intermittently emptied from the office space, and staff continue to put containers in the hallway. Office spaces are almost never vacuumed unless a special request is made. Recently a dusty product was used on the hallways and both the smell and the dust lingered, leading several staff to ask if the hallways could be vacuumed. Windows are rarely washed and there does not seem to be a requirement to dust any spaces. This includes vents in the walls and ceilings where it is evident dust clings.

I only disagree with workspackes are vaccumed and dusted because our workspaces are not dusted, BUT I don't want them to be. / I would like to have windows and blinds cleaned every once in awhile. Those of us that are in the buildings with old windows have a lot of dirt.

We have cobwebs on the exterior of our bldg that have never been cleaned out. Ever.

The lack of janitorial support is tough on the campus. Some areas just don't get cleaned very often and on occasion it shows. The necessity to keep up with the day to day cleaning can make it tough to get to more thorough cleaning or cleaning of less used parts of buildings.

Use of the word clean is this section was interpreted as "orderly" more than sanitized. Restrooms in rare instances (maybe once or twice a month) do not smell sanitized or have evidence that floors went unswept/unmopped.

Cement hallways need to be power washed. Offices and common areas are not dusted on a regular basis.

Floors always need more help.

It would be nice to have garbage emptied more than once a week. The lobby needs to be cleaned behind and under things.

Office recycle cans are only picked up once a week. It would be nice to have maybe twice a week because my recycle can is usually overflowing by Tuesday.

It is nice that the grounds on campus look nice and green, but what is more critical is the interior and exterior of the classrooms, dorms and offices. I just want to make the distinction of what is more critical than the less critical.


Custodial staff do an amazing job keeping our offices, classrooms etc. clean and looking great. Always a pleasure working with them and never have had a negative interaction. Custodial staff seem to go out of their way to serve and place others needs before their own.

not sure if these questions relate to common areas or individual office spaces. Individual offices are vacuumed regularly but not dusted. Glass in individual offices does not appear to be cleaned regularly. Amazingly little trash is found around campus for the traffic it gets - great job!

It would be helpful to have a schedule of custodial services by blg.

Only one area of request is the restrooms be checked at least one time during regular working hours at Solano Hall. Not everyone disposes trash in the wastebasket, etc., that paper is strewn throughout the restroom area.

Overall, you have rated the custodial service is the most important service OPC provides. This area also received the largest number of individual comments, underlining the importance of this service to you.

Your survey responses show that you appreciate the hard work our Custodians provide, but you are not satisfied with the level of service. Please note that our Custodians focus on classrooms, other common spaces and restrooms. Offices receive infrequent service. We do not dust desks and only vacuum offices occasionally. We hardly ever clean glass panes, window sills and building exteriors. Your comments and ratings reflect this reality – we score high in the areas we service (e.g., classrooms, restrooms, common areas), and score low in the areas we don’t service.

The reality is that our Custodians are responsible for cleaning one of the highest square footage areas in the CSU system. Our Custodians clean almost 42,000 square feet per custodian (equivalent to one whole floor in Bell Tower). The CSU average is 33,000 square feet (almost 28% less space!). Our Custodians do their very best, but they are not super-heroes. So, all of your comments are valid – we are unable to provide the service you expect. The only way to alleviate the problem and provide you with better service is to have more Custodians serving the Campus.We are working towards identifying additional funding for new custodians. As new custodians join our team, we will try to improve the quality of service. In the meantime, we would appreciate if you give special thanks to your building’s Custodian (most of them work at night, and you don’t get to see them). We have a very dedicated group who works extremely hard and are trying their best to keep the buildings clean for you.

Question: I am not sure why emptying EJ Harrison's trash bin by the old laundry room warehouse has to go Raudel to request to empty? I thought OPC WorkCenter is the central location for any OPC requests? Thanks


The 40 yard roll offs require evaluation before the call is made to Harrison for pick up. This is done so we don’t take the load before it is full as each load accrues a transfer cost. Evaluation is done, and if needed, we crush the load down with a back-hoe. The loads at the old laundry room tend to be over-loaded. You can inform OPC Work Center, and they will pass on the information to Raudel for evaluation.

We are very happy with custodial services.

Excellent custodial crew. Marina and Ophelia are wonderful!!!!!!!!!!

As long as we have Ofelia maintaining our custodial services I am HAPPY!!!

I think our cleaning crew rocks!

I strongly believe the custodial staff are the hardest working, dedicated individuals on campus. I see ALL the time that they truly take pride in the work and they make a point to get to know individuals across campus. They should all receive lots of kudos and raises. :)

We cannot agree more.

LANDSCAPING

Landscaping does an excellent job of maintaining and supporting the plants on campus. It is unfortunate they have given the responsibility of dealing with so many invasive species that shouldn't be on the campus, such as ice plant.

CI campus is beautiful and the work that is done to keep it clean and beautiful is all to often overlooked and taken for granted.

Thank you.

After rain or irrigation the based of the buildings are slapped with mud. They need to need to be cleaned in in a timely manner.

We do not like to see mud-splattered walls either! Cleaning walls, though, does not take care of the problem and is very labor-intensive. Painting is too expensive. Instead, we have adopted a new strategy. We are placing 2-3 feet wide red gravel next to the buildings so that mud does not splash on the walls. All new buildings and new landscaping work (e.g., along Ventura) is following this strategy. We hope to implement this strategy throughout the campus as funds permit.


Litter along entrance road is often not picked up.

We agree. Competing needs battle for our resources. We will focus more resources towards picking up litter. We are changing the litter pick-up schedule to once every week from once every two weeks.

Landscaping services are sporadic. We have found that area to be largely non-responsive.

Landscaping staff do not seem as responsive to requests as other areas. In general, our department enjoys working with OPC staff.

Please contact OPC Work Center or Raudel Banuelos, our Assistant Director, with your specific concerns. We want to provide the best service to you, our clients.

SPECIAL EVENTS

Even needs for my area are always met. I truly trust that the work will be done and done correctly.

Again, the actually set up and support is usually quite good. It is the administrative aspects like processing event logistics, providing quotes, billing, etc. that are poor.

I personally have had great experience with event set up staff. Always courteous, respectful, thorough, timely and accommodating when necessary. Another group that is under appreciated in my opinion for the great work that they do.

I've only had one event where I requested items, however, no one called or delivered the items.

Don't typically get involved with "events. " I am aware of the staff involved and believe they are knowledgeable and understand special event needs.

Thank you for your comments.

Special event set up - the setup is good and usually timely - the set up crew are hard workers. The negative aspect is the fact that University entities are not given a discount AND cannot approximate costs before an event. I have had the exact SAME event twice in a year and have been charged an extra $100 the second time for no apparent reason. This happens often. I think it is reasonable for event planners to be provided with an approximation of how much it will cost to set up, say 50 chairs. This has been requested on NUMEROUS occasions and we are told it is not possible. I highly recommend benchmarking with other campuses and you will


notice much more charging (for every little thing), much more collegiality and team work and finally, lower rates for on campus entities and even lower rates for student organizations.

We are happy to report that OPC is developing “fixed rates” for events services. We have developed fixed rates for external events and these rates have been in use since the beginning of the year. Once the rates for internal events are approved by the Vice President, we plan on using the fixed rates beginning in the Spring Semester. Regarding the nature and need for the charge-backs, please see the response to the “charge-back” question above. OPC does not make any profit and we charge actual expenses only. We want to be perceived as collegial and a reliable team player, as serving you, the client, is our number one priority.

SHIPPING & RECEIVINGMail services are prompt and accurate.

Appreciate all the hard work and professionalism of the OPC/mail services staff, they are always friendly and very accommodating to employees needs and do it with a smile.

Thank you for your hard work!

I love our mail services. I wish to give a shout out to Cindy and Robert. They both rock!

Cindy Ulysse is always readily available on the phone for questions and all employees who deliver mail are very courteous.

All of those that work in mail services are so kind and willing to assist! Responses to inquiries are quick and very helpful.

They're top notch group.

We have never had to track a package. Orders are delivered promptly!!

I ask shipping and receiving to assist and load surplus materials to the won from auction whenever there is a need. / I'm very thankful that they are available when I most needed them!

Always positive experience working with shipping and receiving staff. Again, very respectful and diligent in serving the campus and very much appreciated.

Thank you for your comments. The Mail Room is proud of their work.


Mailroom - mail always gets lost. I actually have it shipped to my home now or I often don't receive it.

Again, my packages always get lost. However, all mail services personnel are VERY VERY helpful, nice and cheerful with trying to help find them.

If you have specific concerns, please contact Scott Jacobsen, Director of Operations. The Mail Room is very diligent in providing their services. We will evaluate the problem in your area, and correct the issue.

2011 OPC Survey · Web view(ext. 8461) or me. Dave Chakraborty Associate Vice President – OPC...

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Transcript of 2011 OPC Survey · Web view(ext. 8461) or me. Dave Chakraborty Associate Vice President – OPC...