Services Surveyed in 2017

Below are results for core services as identified by the unit.  Each chart shows mean scores for each of seven questions.  The seven questions include an overall satisfaction question and performance in specific customer service areas.  Each question was rated on a scale from not at all satisfied to extremely satisfied.

  • Banking and Accounting Services: Management of cash advances, departmental revolving fund accounts, unclaimed property, research-subject payments, and merchant payment services
  • Contracting, Purchasing and Payment Services: Manages strategic contracts for goods and services (excluding subcontracts), reconciliation of supplier-issued invoices, and facilitation of expense reimbursement
  • Global Operations Support: Guidance, tools, and resources for planning and administering research, projects, or programs abroad
  • Payroll and Tax Administration: Payroll processing and advice: payday checks, under and overpayments,  deductions, and withholding employment taxes
  • Records Management & Compliance Services: Establishes retention schedules for electronic and paper records created by or received by UW; compliant preservation and destruction of these records (RCW 40.14)
  • Reimbursement for UW Travel: UW-related travel reimbursement and customer support for eTravel system, policies, and procedures
  • Tax Compliance for UW: Advice to ensure compliance with city, state, federal, and international tax laws

Acting on Results

Financial Management Heard You!

In response to survey results, here are a few of the improvements Financial Management Contract and Payment Services is pursuing: 

  • Organizing internal units to improve communications and provide consistent and accurate responses to customer requests

  • Continuing to enhance the current procurement system to improve user experiences

  • Exploring better tools and services related to all procurement-related activities

  • Expanding customer outreach program and feedback loop (newsletter/training/survey/website/forum/targeted outreach at unit level)

These changes should benefit customers and campus partners by:

  • More effectively resolving existing procurement problems and challenges
  • Improving on-line tools to streamline the procurement and payment process
  • More widely distributing procurement information to better inform customers while at the same time bettering the service team’s understanding of customer needs and requirements
Financial Management Service Ambassador: Tina Schlotfeldt-Padilla