OATdb Archive - Sam Houston State University

OATdb Archive

2013 - 2014

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

Surveyed participants will report satisfaction with the OneCard services including quality of service and Bearkat OneCard office staff courteousness.

KPI

Bearkat OneCard Survey

Using an annual customer service satisfaction survey, specifically questions 7 & 8, we 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 9 close ended questions and 2 open ended questions.

Result

Satisfaction With The Bearkat OneCard Service Office

Survey results as of July 31, 2014:

1.) 91 % of students/faculty/staff surveyed indicated satisfaction with the quality of service provided.

2.) 83 % of students/faculty/staff surveyed indicated the Bearkat OneCard staff was very courteous and friendly.

Action

Satisfaction With Customer Service Provided

Based on the results of surveyed participants we exceed our goal of 85% satisfaction with the customer service provided by the Bearkat OneCard office. While 91% of those surveyed indicated satisfaction with the service provided by our staff we fell lower in the courteousness and friendliness category than in previous years. In an effort to address this shortage we will provide a variety of customer service trainings for our student staff members on a more frequent basis to improve courteous and friendly interactions with all customers.

Goal

2014 Incoming Freshman Card Activation

Increase the number of incoming freshman with active Bearkat OneCards prior to arriving on campus for fall 2014.

Objective

Increase The Number Of Active Cards Prior To Move-in Date

We will work to increase the number of students arriving on campus on August 23, 2014 with active Bearkat OneCards. Our goal is to have 75% of incoming freshman arrive on move-in date with an active OneCard.

KPI

Orientation Participants Data

Throughout the summer weekly reports run in SamMenu (ORNT06RG) will be used to track student OneCard request and card activation. An internal spreadsheet will be used (2014 Orienation Participants Data) to collect data tracked throughout the summer 2014 orientation sessions to determine the number of students with active OneCards.

Result

Incoming Freshman With Active Cards

As of August 23, 2014 our weekly reports (ORNT06RG) indicates 85% of incoming freshman that attended summer orientation had an active Bearkat OneCard.

Action

Contineous Outreach

We will continue to reach out to the 15% of students, by phone and email, that currently do not have an active Bearkat OneCard in an effort to encourage card activation. This process will also allow us to determine the % of students that did not enroll for Fall 2014 and can therefore be removed from our spreadsheets.

Update to previous cycle's plan for continuous improvement

Over the past year we were limited on the trainings we could provide to our student workers due to the number of hours they were able to work. All student workers were reduced to only working 20 hours per week and as a result left little time outside of our normal office functions to provide such trainings. We did require all student workers to watch a DVD on Dealing with Difficult People and Disturbing Personalities. We also had 4 student workers participate and complete the SELI program through the office of the Center For Leadership and Service within the department of Student Activities. In early August we held a staff development training covering the results of each student and full time staff member's top 5 Strengths Quests signature themes.

Based on our outreach to incoming freshman and their parents throughout the summer the card activation rate for those attending summer orientation was at 85%. In addition to participating in summer orientations our office went through a campus wide recarding as well as a new software implementation which consumed all efforts and resulted in additional projects for all student and full time staff members. Due to this event we opted to not hold a textbook drawing to encourage activation. Time was limited and the campus recard became our priority throughout the spring and summer of 2014.

Plan for continuous improvement Providing excellent customer service to all Bearkat OneCard Office guests is our ultimate goal. In an effort to provide excellent customer service our student staff must receive adequate training for individual development as well as team growth. The amount of hours students are now allowed to work (28 hrs/week) will provide increased opportunities for us to provide specific customer service trainings throughout the 2014-2015 assessment period. We will work with the Center for Leadership and Services on a Strengths Quest going deeper session in an effort to learn more about each member of our team and determine how we can best utilize everyone’s strengths to the benefit of our office guests. In addition, we will require our student staff members to participate in courses offered through Human Resources Talent Management System.

All incoming freshman are required to live on campus and to have a meal plan. An active Bearkat OneCard is required for both residence hall and meal plan access. Our office will continue to monitor the activation of cards for all incoming freshman throughout the summer of 2015 in an effort to prepare students for campus access when they arrive in late August. We will also promote freshman card activation with some type of incentive that has not yet been determined.