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
Our final survey report indicates 92% of survey respondents scored the level of satisfaction with the service our staff provided as very satisfied (71%) or satisfied (21%). The degree of courteousness of our staff received 85% of respondents indicating a very courteous rating.
Action
Satisfaction With Customer Service Provided
Our goal of obtaining at least 85% satisfaction with the level of service we provided was met. We will continue to provide monthly trainings for our student staff members in an effort to increase the quality of customer service we provide our campus community. We will explore the training options available through Talent Managment for our student staff.
Goal
Increase Card Issuance And Activation
Increase the number of students (freshman and transfer) and faculty/staff members that request and activate a Bearkat OneCard.
Objective
Freshman: Increase The Number Of Active Cards Prior To Move-in Date
We will offer a contest as an incentive to Freshman Orientation Students in an effort to increase the number of students arriving on campus by August 23, 2015 with active Bearkat OneCards. Our goal is to have 75% of incoming freshman arrive on move-in weekend with an active OneCard.
KPI
Orientation Participants Data - Freshman Stds
Throughout the summer weekly reports run in Cbord (sample report attached) will be used to track orientation student OneCard request and card activation. An internal spreadsheet will be used (2015 Orientation Participants Data) to collect data tracked throughout the summer 2015 orientation sessions to determine the number of students with active OneCards.
Result
Incoming Freshman With Active Cards
As of 8/23 (move-in weekend) our final results indicate 91 % of students that attended Freshman Orienation had active Beakat OneCards. Although we did not have a significant number of students participate in the Freshman Orientation social media contest we do feel it contributed to the number of students arriving on campus with active cards.
Action
Continuous Outreach
Due to the implementation of Blackboard Connect we were able to create standarized phone and email messages to send to all incoming freshman, that had attended orientation, and had not activated a Bearkat OneCard. This was not something we had originally planned to implement for the purpose of achieving this goal; however, the result of implementing this procedure resulted in a very high percentage of students arriving on campus with active OneCards. We will continue to contact the small number of students that have not responded to encourage card activation.
Objective
Faculty/Staff: Increase The Number Of Active Bearkat OneCards
We will work to increase the number of faculty & staff members on campus with an active Black Bearkat OneCard. Our goal is to increase activation of faculty/staff OneCards to 70% prior to August 31, 2015.
KPI
Faculty/Staff Recard Data
The 2014 Faculty/Staff Recard Data spreadsheet, obtained from Cbord, will be used to identifty anyone that does not have an active black Bearkat OneCard.
Result
Faculty / Staff With Active Cards
The 2014 Faculty/Staff Recard Data spreadsheet was used to identify faculty/staff members OneCard status. Each individual with no active OneCard was emailed and called on numerous occasions in an effort to ensure they received their new OneCard and to encourage activation of the card.
Of the 2098 active faculty/staff members on the report, 1001 of those individuals did not have an active OneCard. As of 8/31/15, we had 549 activate their OneCard, 26 retired/terminated, and 426 still have no active black Bearkat OneCard. This results in an activation rate of 54% for this target group.
Action
Continuous Outreach - Fac/Staff
We will continue to contact faculty/staff members with no active OneCard in an effort to encourage activation. We will also offer to visit the person in their office to assist with OneCard activation.
Objective
Transfer: Increase The Number Of Active Bearkat OneCards
We will work to increase the activation of black Bearkat OneCards for our transfer student population.
KPI
Orientation Participants Data - Transfer Students
Due to limited staff and time constraints of current staff we were unable to actively target this population of students to encourage activation. The limited amount of work on this objective was completed through the Transfer orientation. We had a total of 268 students attend Transfer Orientation (TWC & Main campus) and as of 8/31/15 there were 201 of those students with activate cards. This is an activation rate of 75% for those attending the Transfer Orientations.
Action
Incomplete Goal - Transfer Student Population
Due to limited staff and time constraints of current staff, we were unable to actively target this population of students to encourage activation. While the activation rate of those attending the Transfer Orienation events was acceptable, the activation rate for overall transfer students could have been higher had we had the resources available to work with this population of students. We will carry this objective forward in an effort to target this particular population.
Goal
Development Of Bearkat OneCard Student Workers
For our student workers to obtain quality customer service skill and evolve professionally.
Objective
Professional And Personal Development Of OneCard Student Workers
Increase knowledge of the card program policies and procedures, customer service skills, and encourage personal development among our student workers.
Indicator
Student Worker Training Checklist
Our office has developed a list of required trainings for our student workers to complete during their employement with our office in addition to the in-house trainings that will be provided through our monthly scheduled staff trainings.
Criterion
Complete Assigned Training
All Bearkat OneCard student workers will complete the assigned training by August 31, 2015 if they have been employed with the office for a minimum of 6 months by the end of the assessment period.
Finding
Completed Training
Throughout the 14-15 fiscal year our students participated in a number of trainings. The following are examples of the trainings provided:
-HigherOne OneAccount specific training provided by OneCard office staff members -Basic OneCard best practices including office policies and procedures presented by OneCard office staff members -Teamwork presented by OneCard office staff members -Team goals (a collaborative opportunity for our students to establish the goals for the student worker team) -Perceptions & Conflict Resolution training presented by Student Legal Services -Strengths Quest Staff Development presented by the Center for Leadership -Strenghts Quest going deeper presented by two student staff members with SELI experience (Student Employee Leadership Institute)
Several student workers provided feedback after participating in various training events throughout the year. Their feedback indicated what they learned by participating in the trainings. A Student Worker Training Summary can be found in the attached documents which lists each individual student's feedback.
Action
Continuous Training
We will continue to seek training opportunities for our student workers both in-house and through outside means over the next year. We will encourage our student workers to participate in additional personal development opportunities as they are offered on campus. We will also hold a time for discussion with the student workers to identify types of trainings they would like to receive as employees of the OneCard office.