CUSTOMER SATISFACTION WITH QUALITY OF SERVICES PROVIDED BY UNIVERSITY SERVICE MANAGEMENT (over a period of January-April, 2018)

1. Astana 2018
CUSTOMER SATISFACTION WITH QUALITY OF
SERVICES PROVIDED BY
UNIVERSITY SERVICE MANAGEMENT
(over a period of January-April, 2018)

2. Involved respondents
358
respondents
147
respondents
2
1st half of 2018
45%
16%
39%
Faculty
Students Staff
439 558
1001
1492
1019
1606
1,911
762
2011 2012 2013 2014 2015 2016 2017 2018 (1st half)
Growth rate of involved respondents (2011-2018)

3. Satisfaction rate by all services, %
3
75,0*
82.1
76,4*
79.3
86.8
79.5
76,1*
Sports Center Non-residential
facility
ACS Residential facility Transport Desk Translation Desk Service Desk
* Below the level of the planned indicator 77%

4. Department of Non-Residential Premises, %
4
Total satisfaction rate – 82
80
88
84
93 93
88
85 84
80
74
96
81 80
Block 1 Block 2 Block 3 Block 4 Block 5 Block 6 Block 7 Block 8 Block 9 Block С Block 72 Block С School of
Medicine
* Below the level of the planned indicator 77%

5. Housing Department,%
5
Total satisfaction rate – 79
87
81
83
79
74 73 72
85
72 72
92
88
Block 11 Block 19 Block 20 Block 22 Block 23 Block 24 Block 25 Block 38 Block 39 Highvill RC Block 44 Block 45
* Below the level of the planned indicator 77%

6. SPORTS CENTER, %
6
Total satisfaction rate – 75
78
72
75
73
78
85
Services provided by
coaches, instructors
Properly functioning of
equipment
Passes types based on
fees
Sports classes types Overall rating of
receptionists
Overall rating of a
manager
* Below the level of the planned indicator 77%

7. TransportDesk/TranslationDesk, %
7
Total satisfaction rate TransportDesk – 87
Total satisfaction rate TranslationDesk – 80
81
78
Kazakh-Russian/Russian-Kazakh English-Russian/Russian-English
88
86
86
87
Timely arrival of transport Cleanliness of transport Driver performance Dispatcher performance

8. SERVICEDESK,%
8
Total satisfaction rate –76
79 78
72
66
71
77
82 81 81
77
Carpenter
performance
Electrician
performance
Plumber
performance
Ventillation
systems
Heating Power
Engineer
performance
Construction
and installation
work
Loader
performance
Light-current
systems
Outdoor
cleaning
Dispatcher
performance
* Below the level of the planned indicator 77%
Low current
systems service

9. Access Control Service, %
9
Total satisfaction rate – 76
81
73 73
ACS at Blocks Check point at Turan Check point at Kabanbay Batyr
* Below the level of the planned indicator 77%
Access Control Point at Turan Access Control Point at Kabanbay Batyr

10. 50 53
63
71
74
76.2 79.4 77.58
2011 2012 2013 2014 2015 2016 2017 2018 (1st half)
10
Satisfaction growth rate, %

11. 11
О
2 2017
х
Access Control Service (ACS)
 ACS duty officers regularly attend ethics and communication trainings
 The Access Control Points along Kabanbay Batyr avenue are scheduled to be reconstructed, including extension, turnstiles and gates
renewing, providing access of wheelchairs, equipping with a new furniture, etc.
 Campus Vehicle Traffic Regulations prescribe that cars are allowed to access the Campus for twenty minutes only mornings and
evenings. During the rest part of the day it is necessary to make a request in advance. Official taxies are allowed to access the Campus to
pick-up and drop-off.
Sports Facility Department
 Athletic Center shall be opened as has been commissioned
 The issue of increasing the number of sport classes and publishing classes schedule on the internal portal of the University is being
considered
Housing Department
 This past April there was a meeting of University Security senior manager with the residents of Blocks No. 38-39 concerning turnstiles
installation
 On a monthly basis, newsletters on fire safety and the prohibition of blocking corridors are sent.
 Newsletters about the Rules of living in residential blocks are sent regularly.
 Regarding the frequent operation of warning alarm in residential blocks: the main reason is that sensors are located near kitchens, as well
as the negligence of residents while cooking. In case of violation of fire safety rules, residents are notified, and preventative meetings are
conducted. Low Current Systems Service is planning to consider the issue of moving sensors away from kitchens.
 During summer there is a luggage storage for students.
Planned actions based on survey reports

12. 12
О
2 2017
х
ServiceDesk
 Currently, the air conditioning system is being installed in non-residential Blocks No. 2,3,6,7,8,9
 In Block 8 chemical cleaning of the heating system will be carried out.
 USM has not taken Block 44 into operation. Contracting organization LLP “Sembol” provides service during the warranty period
including replacement of defective heating systems in this Block.
 Replacement of sanitary equipment of daily use and types of sanitary services in apartments and dormitories are performed on a paid
basis by order of the Executive Vice President № 04-n/K dated January 18, 2016 (addition to the order №107 dated 31.12.2013).
Troubleshooting is carried out after spare parts and services are paid.
TranslationDesk
 There is a constant monitoring of the services quality provided by translation vendor
 Translators of the Department of Documentation Management and Translation Service have developed a single Glossary of terms and
abbreviations of the University and its organizations, as well as a database of translations of standard documents. The single Glossary is
being constantly updated and sent to the service vendor.
Health and Occupational Safety Department
 In mid-June 2018, near each emergency exit door there will be a box with a key to the exit door – “Fire Key Box” with a glass front side.
Glass can be broken only in case of emergency (fire, extremal situation).
 According to subparagraph 1 paragraph 5 article 159, the Code of the Republic of Kazakhstan dated 18 September 2009 “On public
health and health care system”, the consumption of tobacco products is prohibited in educational institutions. According to Article 441 of
the code of the RoK “On administrative infractions” dated July 5, 2014, violation of the ban on smoking in separate public places entails
a fine in amount of 3 MCI. In case of smoking in a block or in a surrounding area, you should contact a block manager and/or Access
Control Service.
Planned actions based on survey reports