Service-Satisfaction Survey

In the fall of 2003, the Office of Higher Education conducted a Web-based survey to ensure that Department services and programs are relevant and provided to the field in a responsive way. The Office sent invitations to complete the survey to all 266 higher education institutions in New York State, as well as other partners, and it received over 170 completed surveys from a cross section of the higher education community. Over 88 percent of respondents said that their interactions with the Office during the last year were good, very good, or excellent.

Respondents reported improvements in the following five key OHE services over the past year:

• 93 percent of respondents said that information and services available on the Office of Higher Education Web site have improved somewhat or significantly within the last year.
• 91 percent indicated that customer service has improved somewhat or significantly within the last year.
• 88 percent reported that Department advocacy for higher education has improved.
• 87 percent said that communication with the Office of Higher Education has improved in the last year, and 86 to 88 percent rated such publications as the Bulletin newsletter, guidelines and guidance memos, and statistical data and reports as good, very good, or excellent.
• 83 percent reported improvements in the availability of information on upcoming events, developments, and other important news.

The survey also helped the Office to identify needs, as expressed by respondents:

• improve staffing levels
• customize support and assistance to individual institutions
• provide feedback to the field with rationales for decisions and policies
• streamline processes and reduce paperwork

The Office shared the survey results with the Commissioner and the Board of Regents, who voiced their appreciation for the field's attention to the survey. The complete survey report to the Regents is available on the Department Web site at www.regents.nysed.gov/2004Meetings/January2004/0104heppd3.htm. In the coming year, the Office will continue to closely collaborate with sector leaders; college and university presidents, deans and faculty; business and union leaders; and State legislators, associations and others to address the survey recommendations.