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 services, students must obtain and activate the card.
Objective
Student Activation
Students who enroll at SHSU will activate their OneCard for on campus use and in order to select a refund preference.
KPI
Obtainment And Activation Reports
The HigherOne Activation and Preferences Report will measure student obtainment and activation of OneCards. Within one year of issuance, 5800 first time cards will be issued and of those 5,800 first time issued cards, 5000 first time cards will be activated.
Result
Obtainment And Activation Results
Reporting analysis as of 8/31/2012 indicated:
1.) 6482 first-time Bearkat OneCards were issued for the 2011-2012 fiscal year.
2.) 5337 of the first time Bearkat OneCards issued have been activated.
The number of first time cards issued exceeded our 2011-2012 goal; however, the card activation rate (82%) is down slightly when compared to last year's card activation totals.
Action
Obtainment And Activation Results
Though our goals were successfully achieved, the Bearkat OneCard staff seeks to identify both the carding and the card activation projects as important goals of the department in order to increase the services that university patrons can receive. The rate of activation for 2011-2012 is down approximately 2% compared to 2010-2011 results which indicate a need for our office to identify ways to increase card activations.
Goal
Student Satisfaction With Services Provided By The Bearkat OneCard Office
The Bearkat OneCard office will provide services to students regarding the OneCard and its privileges.
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.
KPI
Bearkat OneCard Survey
A satisfaction survey will measure satisfaction with the Bearkat OneCard Office. At least 85% of respondents will report satisfaction with the customer service provided by the Bearkat OneCard Office.
Result
Satisfaction With The Bearkat OneCard Office
Survey results as of August 31, 2012:
1.) 95% of students/faculty/staff indicated satisfaction with the quality of service provided.
2.) 87% of students/faculty/staff indicated the Bearkat OneCard staff was very courteous and friendly.
3.) 89% of students rated the overall quality of the Bearkat Onecard program as above average or excellent.
Action
Satisfaction With The Bearkat OneCard Office
Although our overall goal was met for 2011-2012 we will identify negative feedback provided in the Satisfaction Survey and provide training for staff members directly related to areas of concern indicated in the results.
Goal
Effective Educational Outreach Programming
Educating the University community on the Bearkat OneCard and its privileges.
Objective
Increase Card Activation And Usage
The Bearkat OneCard office will increase parental knowledge of the OneCard and its services in order to increase the activation and usage of the Bearkat OneCard by SHSU students.
Indicator
Program Assessment
The program assessment results for specified activities will serve as evidence of the successful completion of this objective.
Criterion
Increase Parental Knowledge Of The Bearkat OneCard Program And Its Services
Parents will identify specific items not addressed in the Freshman Orientation video. This will demonstrate the effectiveness of the informational video on parental learning.
Finding
Parental Feedback
An excel spreadsheet was updated following each summer orientation session held from June-August 2012. Staff working the Parents Dessert Reception event and students working the Passport to Sam event recorded the questions and topics of discussion they encountered when talking with parents during these events. The findings indicate numerous questions were asked about meal plans, the Bearkat Buck program, and the OneAccount.
Based on these finding it has been determined that while Bearkat Bucks, the meal plan, and the OneAccount are discussed in our orientation video there are no comparisons or examples provided to give parents (and students) an idea of how each of the identified programs differs when compared to each other.
Detailed questions regarding the OneAccount were also prevalent when speaking with parents. Parents inquired about the Sponsor Account, associated fees, and how to make deposits on numerous occasions. The various ways for students to make deposits to the OneAccount were covered while the Sponsor Account program and the specific types of fees were not covered in detail in the video.
Action
Video Review/Edits
The Bearkat OneCard staff and student employees will explore creative ways to incorporate comparisons and/or examples between Bearkat Bucks, the meal plan, and the OneAccount into the orientation video. The OneAccount information currently contained in the video will be reviewed to determine if further clarity can be made to aid parents with a clearer understanding of how the OneAccount works, associated fees, and how to deposit money into the account.
While there are many areas that are well covered in the orientation video we must make adjustment to the areas of concern we are hearing from parents. We must also consider the cost associated with this change as any changes will require the videographer to return to campus, shoot additional footage, and make changes to the video.