Take a few minutes to fill out this survey:

The ILRI Ethiopia Administration units have been engaged in series of activities to improve the effectiveness and efficiency of all admin units (People &Organization Development (P&OD), Finance, Supply Chain Unit, Housing, Catering & Conferencing, ICT, Engineering & Facilities, Liaison & Protocol, and Security). We would appreciate it if you could take a few minutes to fill out our customer satisfaction survey so that we can measure our progress and prioritize systems level improvements for the next year. To fill out the survey, visit

https://www.surveymonkey.com/r/SJL2YNV

As background to what we have been doing over the past year…

In June 2015, each unit developed simple, unit-level service level agreements which you might have seen posted in front of each admin unit. These service level agreements are there to provide standards for each unit, manage expectations, and deliver services on time. On the B: drive each unit has prepared resources which might be helpful in facilitating your work with the admin units. The service level agreements have been included there. Kindly email ServiceDesk if you are not able to access the B: drive.

Also in June last year, we launched our first a customer satisfaction survey. The findings of the survey indicated that there is need to work on responsiveness, transparency, quality of services, and delivery on time. The units each spent time reviewing the feedback and developing specific action plans to address the concerns highlighted.

To address the concerns mentioned in the survey, and to implement a process of continual improvement, we organized a series of workshops to more strategically evaluate our performance, identify priorities, and develop specific measurable action plans to improve administrative systems with a goal of becoming more ‘Fit for Purpose’.

We have

• conducted a risk assessment for each unit
• analyzed a specific challenge per unit and created a challenge model action plan to address it
• completed a stakeholder analysis and developed a stakeholder management plan per unit
• completed a training on active listening
• developed a value for money action plan per unit

· conducted our first review meeting to review our progress on our action plans

These workshops are meant to take the admin units through a continual improvement process of ACTION – REFLECTION – REVISION which in turn will lead towards systems level improvements. We will be having our second review meeting this Thursday and Friday mornings.

We sincerely would like to take this chance to thank all campus users for all the support provided to us in making our services more effective and efficient and we look forward to engaging with you more in the coming months.

Thank you.

Gail Amare | Head of Administration, Ethiopia