Student Obtainment And Activation Of The Bearkat OneCard
The Bearkat OneCard provides necessary access to a host of services at SHSU. To take advantage of the servicese, students must obtain and activate the card.
Objective
Student Activation
Students who enroll at SHSU will activate their OneCard within one month of obtainment.
Indicator
Obtainment And Activation Reports
The HigherOne Activation and Preferences Report will measure student obtainment and activation of OneCards.
Criterion
Student Card Obtainment & Usage
Within one year of issuance, 1. 5500 first time cards will be issued. 2. 5000/5500 first time cards will be activated.
Finding
Obtaining And Activation Results
Reporting analysis as of August 31, 2011 indicated:
1.) 6232 first-time Bearkat OneCards were issued for the 2010-2011 fiscal year.
2.) 5283 of the first time Bearkat OneCards issued have been activated.
The number of first time cards issued exceeded our 10-11 goal; however, the card activation rate (84%) is down slightly when compared to last year's card activation totals.
Action
Student Activation
Though both project criterion and objectives were successfully achieved, the Bearkat OneCard staff continutes to identify both the carding and the card activation projects as important goals of the office in order to increase the services that university patrons can receive.
Therefore, the BKO staff will market the importance of receiving and activating a students Bearkat OneCard.
Objective
Carding Online Learning Students
Online Learning students who enroll at SHSU will obtain a Bearkat OneCard within the first semester of their enrollment.
Indicator
Distant Education Obtainment Report
DELTA Distant Education Enrollment Roster will measure student obtainment of OneCards
Criterion
Online Learning Student Card Obtainment And Activation
Within one year of card issuance 50% first time cards will be activated.
Finding
Obtainment And Activation Results
Reporting analysis as of August 31, 2011 indicates that of the 3210 online learning students:
2931 students requested a Bearkat Onecard.
Of the 2931 students that requested a Bearkat OneCard, 2700 activated their cards. Resulting in an activation rate of 92% of all carded students.
We exceeded our goal (50% activation rate) by 42%; however, this leaves a remaining group of 231 that did not activate their cards and 279 students that did not request a Bearkat OneCard.
Action
Objective Complete
This objective has been completed. However, in order to maintain card request and activation rates for online learning students the Bearkat one Card office will communicate with this population of students, using the Distant Education Enrollment Roster, to stress the importance of obtaining and activating a Bearkat OneCard.
Goal
Student Satisfaction With Services Provided By The Bearkat OneCard Office
The Bearkat OneCard office provides services to students regarding the OneCard.
Objective
Student Satisfaction
Students will report satisfaction with the OneCard services including quality of service, Bearkat OneCard office staff, and overall quality of the Bearkat OneCard program.
Indicator
Bearkat OneCard Survey
A satisfaction survey will measure satisfaction with the Bearkat OneCard Office
Criterion
At Least 85% Satisfaction
At least 85% of respondents will report satisfaction with customer service provided by the Bearkat OneCard Office.
Finding
Satisfaction With Bearkat OneCard Office
Survey results as of August 31, 2011 indicate:
1.) 93.4% of students indicated satisfaction with the quality of service provided.
2.) 82.9% of students indicated that the Bearkat OneCard staff was very courteous and friendly.
3.) 82.6% of students rated the overall quality of the Bearkat Onecard program as above average or excellent.
Although 93.4% of students completing the survey indicated satisfaction with the quality of service provided by our staff we failed to meet our goal of 85% of satisfaction for both courteous/friendly staff and overall quality of the Bearkat OneCard program.
Action
Increased Satisfaction
The Bearkat OneCard staff will attempt to delineate specific issues students may perceive with the staff so they can be addressed. Additionally, more professional development will be devoted to staff response to student inquiries and general customer service.