U C F
B U S I N E S S
S E R V I C E S
2009-2010 ANNUAL REPORT
W W W . B U S I N E S S S E R V I C E S . U C F . E D U
A UNIT OF THE DIVISION OF ADMINISTRATION AND FINANCE
INTRODUCTION
INTRODUCTION
Greetings,
As the Business Services’ team gathered the information to craft this annual report, it was both
exciting and energizing to survey the scope and the involvement Business Services has within the
university. The process, however, entailed more than a simple review of accomplishments. While
obviously important, and signifying the actual nuts and bolts of what we do, what really got us
pumped was the realization that our focus on relationships and partnerships has boosted us from
the realm of simply supporting the educational process to the infinitely more rewarding and
satisfying world of enhancing and elevating our students’ educational experience.
We believe that the higher the quality of our products and services, the better the student’s
experience. Subsequently, the stronger the relationships and partnerships we cultivate, the higher
the quality of products and services, thereby serving to better the educational process. Barnes and
Noble, Aramark, SunTrust Bank, Coca-Cola, and Centerplate continue to be key partners in meeting
the needs of the university. Additionally, we are collaborating with academic entities to satisfy their
unique needs and to enhance the educational experience. Examples of this include: creating The
SPOT with the College of Arts & Humanities’ ADLab, Knights Plaza theme development with
Professor Ron Logan’s Event Design and Production class at the Rosen College of Hospitality
Management, a joint facility project with the College of Arts & Humanities’ Conservatory Theatre
and a budding relationship with UCF Career Services. You will find more details on each of these on
the following pages.
It is all too easy to lose sight of what is most important. The annual report process is a refreshing
reminder of the value in systematically stopping, taking a breath, and evaluating where we stand in
relation to our established goals. With the additional responsibility of Knights Plaza, as well as
numerous scheduled projects, 2011 will be another fully- engaged year for the Business Services
team. Our focus will remain on serving by continuing to channel the power of relationships and
partnerships to enhance and elevate the educational experience for our talented students.
Sincerely,
Curt Sawyer, Director
Table of Contents
PARTNERSHIPS!
2
SERVICE!
4
ACCOMPLISHMENTS!
6
SUSTAINABILITY!
8
GIVING!
10
FINANCIAL SUCCESS!
12
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PA RT N E R S H I P S
PARTNERSHIPS
Professor Rob Reedy has one question stuck in
his head, "How do I prepare my students to be
successful in the real world?" Being a frequent
customer and fan of the Project Spot, Reedy
approached Business Services with an idea:
combine the design capabilities of the art
students with the Project Spot's production and
management competencies. It was a visionary
idea.
The SPOT
College of Arts & Hum
anities’
ADLab, Rob Reedy
The proposal would allow the Project Spot to add the needed skills to expand into new services and
no one could argue against the educational benefits. But would it work? Such a tight collaboration
between an educational department and an auxiliary unit of the university had never been
attempted at UCF. This collaboration met the dual goals of providing world-class design and print
services to our clients and an unparalleled educational opportunity for our student interns.
Consequently, Business Services was in 100%.
Over the following weeks and months, an advisory committee comprised of professors from the art
and marketing departments, students, and business professionals from UCF Business Services,
hashed out the details of the new venture, to be renamed The SPOT.
The combined business would not just employ students to assist permanent staff - it would rely on
the students to produce the highest quality work on a real world schedule as part of a formal
internship with a rigorous interviewing and selection process. In turn, the selected students would
gain valuable experience working with actual clients and meeting rigid deadlines. The students
would also be exposed to working in a full-service print facility, interfacing with printing
professionals and working with a sales staff.
The SPOT required more than simply adding art students to the Project Spot concept, so a clean
sheet approach was taken to designing the organization. Fittingly, The SPOT was given a new home
located just a few doors down from its original locale. From the inside, there are few clues that you
are on a university campus. The walls are covered with concepts and deadline reminders. This is a
working design agency.
In the ten months since The SPOT launched, the vision has become reality, completing work for a
number of high profile and small businesses and organizations ranging from logo work to complete
brand identity creation.
"All students graduate knowing something, very few have actually done something," says Professor
Reedy. The student interns at The SPOT are definitely doing something - they're working in the real
world and ready to thrive in it.
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2009-2010 Annual Report
PA RT N E R S H I P S
Knights Plaza
Theme Development
pitality
Rosen College of Hos
gan
Management, Ron Lo
Knights Plaza partnered with Professor Ron Logan’s Event Design and Production class at the Rosen
College of Hospitality Management to develop five unique concepts for the “Next Generation” of
Knights Plaza as the student’s final project. The students were grouped and briefed on the
guidelines of the project and directed to focus on physical appeal, the retail experience, more “to
do” along with places to socialize, and overall marketing. These main themes acted as their
guiding principles and the road map for creating their plans.
Members of the Knights Plaza and Business Services teams were present during the student’s
final presentations. The groups developed wonderfully creative ideas and suggestions relative
to their individual themes; ideas that would help enhance the experience and offerings of
Knights Plaza, and in doing so, help to make it more appealing to our students and the
surrounding community.
The best of the ideas from the students were incorporated into the final “Next Generation” plan
and proposal.
Resume 2.0
(Online Resumes)
UCF Career Services
Bill Blank
,
In a pioneering relationship with UCF Career Services, The SPOT developed a prototype online
resume web service that we are calling “Resume 2.0”. This service will enhance a student’s
employment search by offering a professionally crafted and affordable resume website with a
multimedia portfolio, a service that is not available at any other educational institution.
Development is underway to refine the model into a functional service, packaged with printed
job seeking materials to create a student’s “brand”.
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2009-2010 Annual Report
SERVICE
S E R V I CSERVICE
E
• Launched The SPOT, a partnership between UCF Business Services and UCF CREATE's
ADLab.
• Through Summer 2010, The SPOT has provided 29 interns with hands on business experience
and a strong portfolio to go along with the technical and educational skills developed at the
university.
• Developed two paid internships at UCF Office Plus through the new contract with Staples.
These student interns will gain valuable experience in the areas of sales and account
management with a Fortune 100 company renowned for its industry leading customer
service.
• The Live Oak Event Center hosted the Board of Governors and Board of Trustees meetings.
• Donated the Live Oak Event Center for the FSECC annual event kick-off breakfast.
• Extended the partnership with the UCF Police Department for the community policing
station in the John T. Washington Center.
• UCF Card Services distributed 12,000 tickets to students for SGA’s biggest event of the year,
Universal Knights, held at Universal Studios on April 18, 2010.
• Developed Merchants of the Month program to promote on-campus businesses by using
coupons and social media outlets.
• Provided the College of Medicine with identification cards for several hundred volunteer
faculty for library access and security purposes.
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• The SPOT created the slogan and logo for the College of Arts and Humanities fund raising
campaign for the new performing arts center, Destined for Greatness.
• The SPOT is continually exploring partnership
opportunities with university departments that
enhance the student experience and/or bring in
new revenue streams for the university. UCF
Career Services and The Spot have begun
working together to explore services that will
enhance student’s employability by offering
professional and affordable resume and portfolio
websites. This offering is cutting edge and
encouraged by Career Services to students
seeking employment.
• UCF Print and Digital Communications hosted a
paper sustainability seminar on April 30, 2010.
The event featured an industry expert discussing
the process of producing paper, green paper
The SPOT developed logo and slogan for the
UCF Performing Arts Center campaign.
certifications and using recycled papers.
• UCF Dining Services attended the Career Knights job fair at the Rosen College of Hospitality
Management to promote college relations internships at UCF and identify candidates from the
State of Florida.
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ACCOMPLISHMENTS
ACCOMPLISHMENTS
ACCOMPLISHMENTS
• Selected Staples as our new office supplies' partner (first partnership with a state university in
Florida) and went ‘live’ in April. The transition was extremely smooth, a credit to Staples
processes that they were able to immediately implement.
• Completed the ARAMARK MarketMATCH process, a comprehensive planning exercise
designed to map out on-campus food service for the next five years. The process includes
comprehensive surveying, focus groups and one-on-one meetings with campus decision
makers to uncover unmet needs and opportunities. Implementation of key recommendations
has begun.
• GameStop, the world’s largest video game retailer with more than 6,100 stores in 18 countries,
has signed on to open their first store on a university campus. Construction is underway for a
late Summer 2010 opening.
• Knights Plaza website at www.knightsplaza.com launched to help on- and off-campus
customers discover all that the area has to offer.
• Added Match-Up Promotions, a division of athletic sponsor IOA, to provide goods bearing
the university trademarks to colleges, schools and departments for their internal and
promotional consumption.
• Conducted first Image U event as a practical demonstration of what is possible for colleges,
schools and departments using existing on-campus resources and partners. The concept of
Image U was to show how we can take a very generic name and logo and apply them
consistently and convincingly across different mediums to make a positive and lasting
impression.
• Held our first annual dinner for the O-Team students and staff. As the O-Team has a great
deal of contact with incoming students and their families, our goal was to arm them with
accurate information about Business Services, provide direct lines of contact for questions and
to establish a mutually supportive relationship.
• Renovation of the MarketPlace residential dining facility (Ferrell Commons) and Chick-Fil-A
(John T. Washington Center) began with fall completion planned.
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• The management of the Engineering Copy Center, located in the Engineering I building, was
moved under The SPOT and renamed eSPOT. Additional services were added to better serve
those in the engineering and business buildings.
• Introduced UCF branded gourmet peanuts to satisfy consumer requests. These extra large
gourmet peanuts are sold exclusively on campus.
• Members of the Business Services Team took the Myers-Briggs Type Indicator (MBTI)
assessment including the associate/assistant director level and then at the unit manager level.
The MBTI identifies personality types and the related preferred ways of thinking and acting.
More importantly, participants learned to identify the needs of the different personality types
and use this information to more effectively communicate across types and, subsequently,
function better as a team.
• UCF Printing and Digital Communications wrapped one of their delivery vans in brightly
colored livery to create a rolling advertisement.
• In collaboration with the College of Arts & Humanities, replaced portable building 541,
displaced by the construction of Garage VI, with a new portable unit that includes a deck
designed to preserve and take advantage of the existing oak trees.
• Tammy Kidder, UCF Card Services Manager, was selected as USPS employee of the month for
November 2009.
• Peggy Howse, Associate Director, was selected as Chair of the Host Committee for the 2011
National Association College Auxiliary Services (NACAS) annual conference to be held in
Orlando at the Rosen Shingle Creek Resort.
• Brian Compton, Assistant Director, was appointed to a one-year term on the NACAS
Marketing Task Force.
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S U S T A I NSUSTAINABILITY
ABILITY
• Office Plus continued to be a sustainability champion. Its office supply RFP addressed the
university’s sustainability efforts as part of the scoring process. Working closely with the
university sustainability liaison, Office Plus ensured that the new vendor and contract aligned
with the university’s sustainability goals.
• Office Plus and The SPOT partnered with Cintas Document Management Services, to destroy
and recycle more than 47 tons of paper this fiscal year, increasing the university’s overall
recycling figures.
• Office Plus and The SPOT toner/print cartridge program has recycled more than 3,300
pounds of spent consumables. The toner cartridge recycling program allows anyone to call
The SPOT or Office Plus to arrange for the no-charge pick-up and recycling of used cartridges
by Staples and Hewlett Packard.
These figures were reported as part of the university’s
overall recycling figures.
• Negotiated funding for recycling initiatives as part of the Beverage Pouring Rights contract
with Coca-Cola.
• UCF Dining Services launched the Reusable To-Go Box Program for the residential dining
halls in the Spring Semester. By implementing this program, UCF Dining Services has
avoided using more 27,500 Styrofoam containers from entering landfills from Jan-March 2010.
• UCF Dining Services introduced a new Reusable To‑Go Cup at their retail and residential
locations on campus this summer in an effort to help make UCF a more green campus.
Customers can purchase the cup (or get one for free with the purchase of a summer or fall/
spring meal plan) and get 99 cent fountain refills at participating locations.
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• UCF Dining Services partnered with the UCF Facilities Operations and UCF Housing for
Recyclemania, a 10-week friendly nationwide competition among college and university
recycling programs to promote waste reduction activities. UCF placed 81st out of 346 and
won the Gorilla Prize (overall totals) after recycling more than 113 tons of recyclables.
• UCF Dining Services participated in Earth Day 2010 at UCF. Tabling was set-up at the Earth
Day Birthday Bash at Lake Claire and re-usable bags, green t-shirts and information on their
sustainable practices were given out. A vegan/vegetarian menu was offered at the
Marketplace during lunch and Knightro’s hosted a “Dine in the Dark” event in an effort to
save energy.
• Introduced an environmentally friendly car wash service provided by Clean Wash LLC. The
system uses less 20 ounces (.16 gallons) of water per vehicle with no run-off. For comparison,
commercial car wash operation use an average of 45 gallons per vehicle and home washes
with a bucket and hose average 135 gallons. The environmentally and economically sensible
Clean Wash is conducted in the customer’s parking space for just $10.
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GIVING
GIVING
• To manage and organize the numerous requests for donations received by the university
every year, Business Services established a standing funds pool to fulfill, and a process to
manage, the university's product donation requests. Consideration is given to organizations
in the fields of education and human services. Central Florida area non-profit charitable
organizations and educational institutions (K-12 grades) may submit donation requests via an
online request form. If a request is approved, a letter is sent to the point of contact confirming
the particulars of the award. Business Services then delivers the product. Items may include,
but are not limited to, promotional t-shirts or other give-away merchandise, printed
marketing (i.e. posters, flyers, banners, etc.) and marketing assistance.
• Visited Osceola Middle School in Okeechobee, Florida in response to a teacher request for a
speaker to discuss the college option to at-risk seventh and eighth graders. Scott Eberle and
Brian Compton spoke of their experiences growing up in blue-collar families and towns and
the doors that were opened for them by their college education and distributed UCF branded
hats, footballs and other items. Words cannot describe how gratifying it was to receive 27
hand-written thank you notes afterwards.
• Barnes & Noble @ UCF co-sponsored the first annual UCF Book Festival at the UCF Arena.
• UCF Dining Services was a key sponsor of the 2009 Welcome Expo held for new students and
staff in the Student Union.
• For the 2nd year, UCF Dining Services collected over 2,500 pounds of food in the “Help Us,
Help Others” canned food drive to be donated to the Bithlo Community Center and the
Coalition for the Homeless.
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• Several UCF Dining Services managers and employees volunteered at the UCF Arboretum to
commemorate Earth Week this year by helping with the garden, tree planting and general
maintenance of the garden.
• UCF Printing and Digital Communications donated paper stock to the UCF Creative School
for Children for use throughout the year.
• UCF Dining Services sponsored the “Campus Rivalries” games that took place during each
home basketball game. The winning teams of this competition (Women’s’ Tennis Team and
Delta Upsilon) got to experience the last home game in an UCF Arena suite with food, drinks
and prizes provided.
• UCF Dining Services hosted this year’s STAR TEAM of Florida event. More than 200
ARAMARK employees from all lines of business gathered in February to help plant trees, sort
donated clothing and paint the entire facility at the Community Food and Outreach Center in
Orlando.
• Classic Fare Catering donated snacks and such for the more than 500 individuals participating
in UCF "Knight-Thon" (dance marathon) in April. Knight-Thon educates and unites the
campus and community to encourage ongoing support for Greater Orlando Children’s
Miracle Network.
• UCF Printing and Digital Communications provided 10 print projects to the Leadership
Enhancement Program at substantially discounted rates.
• UCF Printing and Digital Communications donated the programs for the yearly SDES
Breakfast Celebration.
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FINANCIAL SUCCESS
FINANCIAL SUCCESS
FINANCIAL SUCCESS
• The beverage pouring rights RFP was completed, resulting in an extension to the current
rights holder, Coca-Cola, and a significant increase in the financial return to UCF.
• After consulting with ARAMARK corporate and UCF Business Services, UCF Dining revised
the selection of meal plans for Fall 2010 to offer more convenience, value and options,
resulting in a 20% increase in sales.
• Overall Live Oak Event Center revenues increased 58% over last year.
• Live Oak Event Center doubled its off campus customer sales from 31% of revenues in fiscal
year 2007-08 to 62% in fiscal year 2009-10.
• Copier Services & Support reduced payroll expenses by more than 50%.
• PINK by Victoria’s Secret introduced to the UCF Bookstore and hosted the VS Pink Airstream
trailer for a promotional sale with impressive results.
• UCF Bookstore added the retail office supply and vending machine sales from Office Plus’
storefront closing, increasing overall sales.
• Copier Services & Support facilitated the extension of the university’s network and other
infrastructure for the deployment of the new Toshiba multi-function device fleet, absorbing
approximately $52,000 in costs.
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