OATdb Archive - Sam Houston State University

OATdb Archive

2012 - 2013

Bearkat OneCard

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 10 question 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. The survey includes 8 close ended questions and 2 open ended questions.

Result

Satisfaction With The Bearkat OneCard Office

Survey results as of July 31, 2013:

1.) 95% of students/faculty/staff surveyed indicated satisfaction with the quality of service provided.

2.) 86% of students/faculty/staff surveyed indicated the Bearkat OneCard staff was very courteous and friendly.

3.) 88% of students/faculty/staff surveyed rated the overall quality of the Bearkat OneCard program as above average or excellent.

Action

Satisfaction With The Bearkat OneCard Office

While we met our goal of 85% satisfaction with customer service provided to office guests, we can still strive to improve this areas for the coming year. Our survey results indicate only 86% of office guests reported our staff being courteous & friendly. Additional customer service training will be provided and required for all student staff members as they provide the daily operations of our front office.

Goal

Effective Educational Outreach Programming

Bearkat OneCard Services will utilize our orientation video to educate students/parents on how the Bearkat OneCard works on campus.

Objective

Increase Card Activation And Usage

The Bearkat OneCard office will develop an additional section within the Freshman Orientation video to increase parental knowledge of how the OneAccount, Bearkat Express dollars, and student privileges are differentiated on the OneCard.

Indicator

Program Assessment

An ad hoc focus group will be used to determine if parents understand the uses of the OneCard explained in the Bearkat OneCard Services Orientation video. Bearkat OneCard staff members will attend the Parent Dessert Reception each Thursday evening of Orienation and ask parents if they understand the difference between the Bearkat Express dollars, Std privileges, and OneAccount as covered in the orientaiton video they viewed early in the day. Staff members will record, in a spreadsheet, each week any questions asked by parents.

Criterion

Increase Parental Knowledge Of The Bearkat OneCard Program And Its Services

Parents will identify specific items they did not understand in the Bearkat OneCard Services orientation video. They will express little confusion with the fuctions of the OneCard after viewing the video.

Finding

Parental Feedback

An excel spreadsheet was updated following each summer orientation session held from June 13th - August 2nd 2013. Staff members working the dessert reception and students working the Passport To Sam event recorded questions asked by parents during each of these events. The findings indicate very few topics not discussed in our most recent Bearkat OneCard Orientation video. More specifically, very few questions were asked from parents in regards to functionality of the card and parents not understanding the difference between, Bearkat Express dollars, Std privileges, and the OneAccount.

Based on these finding it has been determined that our newest video layout (Functions of The Bearkat OneCard) delivers a simplistic message of the cards functions and how they work independently of each other.

Action

Increased Parental Knowledge Of The Bearkat OneCard Program And Its Services

Based on the feedback obtained during the 2013 Orientation Parent Dessert Reception & Passport To Sam events the Bearkat OneCard Office will not make changes to the newest video created during spring 2013. The "Functions of The Bearkat OneCard" section delivers an easy to understand message about how the OneCard works on and off campus. No further action is required for the objective so this goal will be retired.

Update to previous cycle's plan for continuous improvement

The Bearkat OneCard office has created various projects for our student staff members to identify and track student OneCard obtainment and activation. Our standard processes include emailing students to notify them of the importance of requesting their OneCard as well as emailing students to notify them they must activate their OneCard once requested. Due to student turnover and increased office traffic we were unable to implement our methods of communication (phone calls to students) during the '12-'13 reporting period. Our staff will increase outreach for both obtainment and activations by calling students in addition to the standard procedure of emailing.

Our office has provided various staff meetings and trainings over the course of the year. During staff meetings we have discussed a few basic customer service skills and what we expect of our student employees when working with office guests; however, we have not provided a full training sessions on basic customer service skills. This has been done in the past but due to staff turnover within the past two years our current student workers have not had such trainings. This will be something we focus on in the coming year so each student worker has adequatley been trained.

The script for the Bearkat OneCard video was changed from a concept of referring to "buckets of information" to "fuctions of the OneCard." New video footage was shot and incorporated in the orientation video used this summer. It appears from the intial viewings during summer 2013 orientations this change has helped clarify for parents and students how the OneCard is used on and off campus.

Plan for continuous improvement Customer Service is a key element of what we provide in the Bearkat OneCard Services office in addition to assistance with OneCard related questions. The 2012-2013 survey results indicate satisfaction with the service we provide to our customers (students, staff, faculty, & parents); however, we will strive to continue providing satisfactory service by requiring training opportunities to our front line student staff members. Our office lost 3 senior student staff members and hired 6 new student staff members during the summer of 2013. Both refresher training for existing student staff members and first time customer service training opportunities for our newest student staff members will be provided in order to maintain our satisfactory or greater rating reported in our survey results.

During summer orientations our office has an enormous amount of interaction with parents of incoming freshman. We are challenged with not only explaining the functions of the OneCard and its privileges to students but also their parents. For two years we have worked to tweek our freshman orientation video in an effort to deliver a clear and concise message that students and their parents can both understand. Based on the findings from our past assessment period we feel our goal of deliving such a message has been accomplished. Based on our finding this goal will be retired.

All students are required to have a Bearkat OneCard based on the recent 2013 policy developed by the Board of Regents. During the ’13-’14 assessment period our office will focus on 2014 incoming freshman student to ensure they not only request a card but have an active OneCard prior to arriving on campus in August. Our student staff members will utilize the current report (Sam Menu – ORNT06RG) and spreadsheet (2014 Orientation Participants Data) available to track freshman student card requests and activations. We will reach out to all freshman students through orientations to stress the importance of coming to campus with an active OneCard. In addition, we will hold a textbook scholarship drawing for all students who active their OneCard in an effort to increase card activations.