On November 20th, 2024, VCF sent an email announcing a project to replace the CalTime timekeeping system. As part of this announcement, a survey was shared to collect customer feedback regarding the current system and the top priorities for the replacement system. We received 753 responses, which is approximately 3.5% of our CalTime employee population.
The overall satisfaction score was 4.92 out of 10.
78% of responses were from employees in Staff positions.
56% of responses were from employees who have been at Berkeley for five or more years.
The majority of users can access CalTime, but a little more than 50% are dissatisfied with the user interface and design, scoring a 4.33 out of 10.
Approximately 53% of the population that ranked CalTime a four or below held a supervisor role.
End users found that what they liked most about the system was viewing balances, while a similar count of users found that it was what they liked least.
For the top three things that users like most about the system, ease of recording and approving time (count of 378, 50% of responses) far exceeded viewing leave balances and the functionality the system offers.
For the top three things that caused the most frustration, the counts among each category were close, hovering around 140-170 range: navigation of pages, viewing leave balances, and ease of approving time.
Survey respondents used the open text comments field to provide additional feedback, such as finding their timecard is not intuitive with the plus sign, leave balances are confusing, supervisors would like to see all their employees on one page, and do not want to have to toggle the screen for biweekly and monthly paid employees. Some users do not like how the page defaults to the prior period, general statements of the UI being poor, and the system looks outdated.
The top highest priorities for a new system were the following: 27.9% would like everything to be a priority, 20.3% would like better navigation, 16.9% would like leave balances to be a priority, and 14.7% easier time entry for my timecard.
The feedback collected will be used for consideration in the future state timekeeping system. Below is an outline of how we plan to address specific concerns and trending feedback that was provided. We are committed to providing updates during the project on the requested enhancements for the future state system.
Trending design issues:
User Interface is not intuitive or user-friendly
Leave balances are confusing and not intuitive to locate
It is difficult for supervisors to locate both their biweekly and monthly employees in one place
The plus icon to locate your own timecard is not intuitive
Timecard defaults to the prior pay period when the user prefers viewing the current pay period
The design issues listed above are currently being reviewed during our requirements phase and design phase of the timekeeping replacement project. We are working with a group of campus employees (several of whom submitted a survey response) who are participating in a user experience assessment of the replacement system. The objective of this process is for the participants to test the new system by performing their regular tasks in an employee, supervisor, or timekeeper role. We will be collecting their feedback on the intuitiveness of the new system and aim to incorporate their feedback to ensure the new system is user-friendly. We are also conducting customer requirements sessions with departments and campus partners to discuss future state requirements, current state pain points, and collaboratively working together to obtain more details.
Trending functionality issues:
Leave balances are confusing and not intuitive to locate
Difficulty with the ease of recording and approving time
The new replacement system offers new functionality, streamlining tasks performed, and making it easier for users to locate and perform tasks. Additionally, training will be provided to address some of the concerns regarding the discrepancies with leave balances that are displayed in the timekeeping system. The timing in which employees’ leave is recorded in our timekeeping system and sent to the UCPath HR/Payroll system for processing can span 3-4 weeks, which can be confusing when comparing your leave balance in the timekeeping system to the UCPath Balance. This timing is subject to UCPath required deadlines. We will review the overall process to see if there are areas of improvement that can minimize campus confusion and improve the end-to-end process.
Trending technical issues:
Technical login and access issues, system timing out, and the back button
We plan to work with our technical team to conduct extensive testing to address the technical challenges described below while concurrently adhering to campus technical and security standards.
Employee role: 95% (count of 716)
Supervisor role: 43% (count of 321)
Delegate role: 9% (count of 71)
Timekeeper role: 4% (count of 30)
HR Partner role: 2% (count of 16)
Leave administrator role: 1% (count of 5)
Less than one year: 11.5% (count of 85)
One to five years: 32.6% (count of 246)
Five years: 24.9% (count of 188)
Over 10 or more years: 31% (count of 234)
Staff: 77.6% (count of 584)
Academic Staff: 9.6% (count of 72)
Academic Student: 9% (count of 68)
Other: 2.5% (count of 19)
Non-Academic Student: 1.3% (count of 10)
Monthly: 38% (count of 286)
Biweekly: 25.1% (count of 189)
Weekly: 22.3% (count of 168)
Daily: 12.6% (count of 95)
Rarely: 2% (count of 15)
Web via PC Laptop: 53% (count of 409)
Web via Mac Laptop: 37% (count of 277)
Phone: 15% (count of 113)
Kronos Terminal (timeclock): 5% (count of 41)
Other: 3.5% (count of 26)
IPAD: 3% (count of 21)
Always: 28.3 %
Most of the Time: 61.8%
Rarely: 8.6%
Never: 1.3%
Very Satisfied: 4.8%
Satisfied: 19.5%
Neutral: 31.5%
Dissatisfied: 32.4%
Very Dissatisfied: 11.8%
Ease of recording and approving time: 50.2% (count of 378)
View leave balances: 18.3% (count of 138)
Functionality it offers: 14.7% (count of 111)
Look of the system: 6.1% (count of 46)
Navigation of the pages: 4.4% (count of 27)
Reports/Hyperfinds: 3.6% (count of 15)
All of the above: 2% (count of 33)
None: 0.03% (count of 2)
I don’t like it: .01% (count of 1)
Nothing: 0.01% (count of 1)
Navigation of pages: 23.4% (count of 176)
Viewing leave balances: 22.2% (count of 167)
Ease of recording and approving time: 19% (count of 143)
Functionality it offers: 15.5% (count of 117)
Look of the system: 12.2% (count of 92)
Reports/Hyperfinds: 7.3% (count of 55)
Terrible experience on cell phones: 1% (count of 1)
Nothing: 1% (count of 1)
Blank: 1% (count of 1)
Monthly: 66.3% (Count of 499)
Biweekly: 29.3% (Count of 220)
Non-Applicable: (Supervisor who does not use CalTime for their own time or leave) 4.4% (Count of 34)
Satisfaction score of 7.23
Very Easy: 33.1% (Count of 238)
Easy: 31% (Count of 223)
Neutral: 23.9% (Count of 172)
Difficult: 7.6% (Count of 55)
Very Difficult: 1.4% (Count of 10)
Blank: 2.9% (count of 21)
Very Helpful: 4.7% (Count of 34)
Helpful: 18.2% (Count of 131)
Okay: 41.4% (Count of 298)
Not Helpful: 14.6% (Count of 105)
Very unhelpful: 3.2% (Count of 23)
Blank: 17.8% (Count of 128)
Very Easy: 25% (Count of 180)
Easy: 38.7% (Count of 278)
Neutral: 24.8% (Count of 178)
Difficult: 8.5% (Count of 61)
Very Difficult: 1.4% (Count of 10)
Blank: 1.7% (Count of 12)
Very Satisfied: 7.1% (Count of 51)
Satisfied: 20.6% (Count of 148)
Neutral: 25.9% (Count of 186)
Dissatisfied: 24.6% (Count of 177)
Very dissatisfied: 11.5% (Count of 83)
Blank 3.8% (Count of 27)
Non Applicable: 6.5% (Count of 47)
Yes: 44.4% (count of 334)
No: 55.6% (count of 419)
Very Satisfied: 7.2% (count of 24)
Satisfied: 28.7% (count of 96)
Neutral: 30.8% (count of 103)
Dissatisfied: 24% (count of 80)
Very dissatisfied: 7.5% (count of 25)
Non Applicable: 0.9% (count of 3)
Blank: 0.9% (count of 3)
Very Satisfied: 7.5% (count of 25)
Satisfied: 25.7% (count of 86)
Neutral: 36.5% (count of 122)
Dissatisfied: 18% (count of 60)
Very dissatisfied: 8.4% (count of 28)
Non Applicable: 2.7% (count of 9)
Blank 1.2% (count of 4)
Very Helpful: 3.6% (count of 12)
Helpful: 14.1% (count of 47)
Okay: 43.1% (count of 144)
Unhelpful: 17.7% (count of 59)
Very unhelpful: 5.7% (count of 19)
Blank: 15.9% (count of 53)
Viewing leave balances: 36% (count of 269)
Logging into the system: 32% (count of 242)
Using the back button: 29% (count of 220)
Location employee information: 27% (count of 200)
Browser issues: 22% (count of 169)
Updating employee information: 16% (count of 124)
Logging out of the system: 4% (count of 30)
Satisfied
with one approval reminder per pay period: 78% (count of 591)
when the reminder is sent: 57% (count of 428)
with the content within the email: 47% (count of 354)
Dissatisfied
when the reminder is sent: 8% (count of 60)
with one approval reminder per pay period: 7% (count of 52)
with content within the email: 5% (count of 37)
Better Navigation: 20.3% (Count of 153)
Leave Balances: 16.9% (Count of 127)
Easier time entry for my timecard: 14.7% (Count of 111)
Ease of managing others' time: 10.2% (Count of 77)
Accurate time tracking: 5.4% (Count of 41)
Reporting: 3.6% (Count of 27)
Advanced Scheduler: 0.9% (Count of 7)
All of the above 27.9% (Count of 210)
