Look-Listen-Learn
Executive
Sponsors
Coaches
Team
Members
Divisions
Involved
Bill McGrath
Christian Madu
Matthew Bonilla
Information
Technology
Karen Robilotta
Karen Robilotta
Joe Constantino
Human Resources
Ravi Ravishanker
Bob Lazer
Jason Silverstein
Buildings and
Grounds
Susan Donahue
Security
Bill Link
Transportation
Frank McDonald
Lenny Craig
Tony Negrin
Victor Jabar
Vincent Beatty
Tom Tresselt
Fran Crespo
Inadequate and inconsistent communication
Need for faster/standardized service response times
Lack of established service expectation levels
Lack of consistent mechanisms for reporting, tracking and
assessing progress on service requests
Overwhelming desire to utilize technology to automate
business processes
Goal I (9 Initiatives):
Improve communication and service request
response time within the Office of Administration
to ensure expeditious, informative and professional
interactions with all University stakeholders.
Goal 2 (4 Initiatives):
Utilize technology to streamline business practices
focused on creating a more agile customer centric
environment.
Goal 3 (3 Initiatives):
Aggressively utilize service metrics to increase
staff accountability and inspire the surpassing of
established service goals.
Initiative 1: Create and communicate detailed area specific service level standards that
establish community expectations for the various services provided by the Office of
Administration (based upon community feedback).
Initiative 2: Provide brief summary at the beginning of Student/Faculty/Staff Community
Meetings listing all Office of Administration accomplishments as well as resolved
issues since the previous meeting.
Initiative 3: Form an Office of Administration Team with representation from each functional
area responsible for attending monthly Student Government Meetings to provide
updates on improvements made, record additional issues raised and develop action
items (including timelines) for resolving those issues. All information should be
posted and tracked in SharePoint.
Initiative 4: Implement a monthly facilities meeting program in order to proactively address
issues that arise in the residential living spaces (e.g. house/floor meetings).
Initiative 5: Establish quarterly meetings with B&G, ITS and Enrollment Management to update
the “Money Walk Tour” for potential incoming students and their families to
showcase the University’s newest facilities, technologies and services offered.
Initiative 6:
Have drivers provide a standard greeting to each student as they arrive and
leave. Analyze the transportation bus driver schedules and absentee contingency
plans to ensure all route services are delivered on time (especially at the St.
George street location).
Initiative 7:
Include professional customer services skills as an essential job requirement for
all Office of Administration positions (especially new hires). New hires should be
required to respond to behavioral interview questions aimed at assessing
customer service knowledge/skills/abilities.
Initiative 8:
Review the outsourced security vendor contract and work to renegotiate the
terms to include guard customer service standards and defined service
expectation levels (at no additional cost). Hold the outsourced company
accountable to the agreement. In conjunction with HR, become a certified
service training provider, allowing in house security staff to save money on
required training programs while meeting the University’s customer service
training requirements.
Initiative 9:
Conduct annual Office of Administration service forums in which each division
brings a single area specific service issue to the event and utilizes the other
departments within Administration to assist in developing improvement strategies
for the issues raised. Principles of the President’s Management Culture should be
reviewed at these events and utilized in the improvement plan development
process.
Initiative 1:
Reduce costs, increase efficiency and accountability by moving all Office of
Administration departments onto a single helpdesk ticketing system providing
stakeholders with an interface that has the same look and feel while allowing for
service requests to be easily transferred between areas, tracked and reported on.
Develop plan for turning the University Switch Board Operators into a 311 service.
Initiative 2:
Implement an in-house B&G electronic inventory tracking system enabling central
purchasing of supplies while allowing each campus to have small amounts of
secured on hand inventory to provide more efficient repair services.
Initiative 3:
Create an in house application that will allow students to view Pace bus
schedules on their mobile devices along with utilizing GPS to determine real time
bus locations.
Initiative 4:
Completely automate guest user account creation request process/procedure to
ensure streamlined bulk account creation and individual account creation within
24 hours (for standard requests). Implement guest provisioned (defined time
wireless internet access) for immediate access.
Initiative 1: Implement Office of Administration secret shopper program which results are
tracked, shared with Senior Leadership and communicated to respective divisions.
Staff members should be formally recognized for outstanding service and
corrective action plans developed in situations where below standard service was
documented.
Initiative 2: Consolidate Office of Administration stakeholder surveys into one concise bi-annual
process and develop published action items by division to address issues identified.
Initiative 3: Establish three high level service metrics in each Office of Administration Division
which are tracked and utilized to develop improvement strategies. Metrics will be
approved by the Senior VP of Administration. Divisions surpassing their target
goals will be rewarded as a team. Metrics will be tracked on a standard scale
applicable to all Office of Administration areas.