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Team Members
Karen Pennington (Group Leader), Poly Manessis, Robyn Lawson, Stephany Cotton, Valerie Goubeau


The Faculty and Staff work group was established as a facet of the Strategic Plan Steering Committee. The purpose of this group was to assess how the University of Maryland, Department of Transportation Services (DOTS) is functioning in regards to faculty and staff stakeholders as part of the self-study process. The Department of Transportation Coordinators are a subgroup of the faculty and staff employees and work in conjunction with DOTS to arrange parking for faculty and staff. The Coordinators are a key group in the parking management process and were also analyzed in this investigative process.

Data Collection Process

The Faculty and Staff work group's goals were to assess the awareness of, and satisfaction with, the services DOTS offers, and also the awareness, knowledge, satisfaction and quality of customer service of the Department of Transportation Coordinators. In order to evaluate awareness of, and satisfaction with, the services that DOTS offers, data collection was performed through focus groups and surveys. The Parking Coordinators work with DOTS to administer parking for the employees in their individual departments, and the work group decided to utilize focus groups with the Parking Coordinators as the first step of the investigative process and then conduct a survey of all faculty and staff parkers.

1. Focus Group

The focus groups provided an opportunity to explore different topics and identify trends and issues to investigate further. The work group discussed the responsibilities of the Parking Coordinators and their interaction with the Department of Transportation Services in order to formulate questions for the focus groups. In keeping with the goal of assessing awareness and satisfaction, data topics for the focus groups included: knowledge/ information, satisfaction, training, alternative parking and transportation options, and customer service. The coordinators were from different departments on campus, were both male and female, and varied in the number of employees for which they are responsible. After the focus groups, the data was reviewed by the workgroup, who coded the results and looked for trends. An employee of DOTS, who was not a member of the team, also reviewed the data to validate the workgroup's findings.

2. Survey

The second data collection method was an online survey, conducted through Student Voice, and was sent out to registered faculty and staff parkers on campus. An identical paper version translated into Spanish was delivered to Dining Services, Facilities Management, and Residential Facilities, as these departments have a large number of employees who speak Spanish and may have less accessibility to email. Data topics for the survey were awareness, satisfaction, alternative transportation, appeals, demographics, interaction with DOTS, communication with parking coordinators, parking citations, and customer service. Once the survey closed, the team analyzed the data, identified/ validated key findings, and submitted recommendations that resulted from the data collection process.