The Service Leadeship Committee is part of the Enrollment Management Steering Team and is comprised of employees from across the district (see membership roster and DCCCD Guiding Principles).


DCCCD Service Leadership Team Vision
The DCCCD Service Leadership Team will inspire DCCCD employees to meet the needs of students, community members and each other in a professional, respectful and cheerful manner.

DCCCD Service Leadership Team Mission
We support student success by  recommending the tools, support, education, guidelines and feedback systems employees need to provide students, community members and each other with outstanding service.

Goals
The Service Leadership team seeks consistency and quality service through the following goals.

1. Establish a decentralized network of Call Centers within the district to provide online and telephone service to prospective and current students and community members.

• Develop a phased plan for establishing a decentralized districtwide Call Center.
• Create a districtwide Call Center to support the college Call Centers.
• Obtain approval and funding for the districtwide Call Center.
• Develop service level agreements (a multi-tiered system) to ensure that each call is answered appropriately.,

Outcomes: better service to students and community, frees the  front-line staff to focus on internal and external walk-in visitors,  enhanced understanding of DCCCD offerings

2. Develop a “mystery shopping” program to provide employees with the feedback they need to improve service.

• Communicate our service expectations to employees through training courses, executive bulletins, newsletters, Web pages , student newspapers etc.
• Compare the cost of various methods of running a mystery shopping program (outsourcing, in-house management of a volunteer program, other?) and make a recommendation to the Enrollment Management Steering Team.
• Obtain approval and funding for the mystery shopping program.

Outcomes: Improved service to callers , provides feedback on customer perception, and guides development of training programs

3. Enhance customer service to students by offering more in-depth student services through the Call Center.
• Conduct a pilot program at the LeCroy Center to test a software package (SAINT) that coordinates with the existing call center facilities to provide web-based interactive assistance to distance learning students applying for financial aid.
Outcome: This system could bring financial aid front end service to distance learning students up to a standard that is comparable to the service offered to traditional students at the colleges.

4. Help Organizational Development and location professional development offices identify customer service-related training needs in the district.

• Develop customer service standards for presentation at district and college New Employee Orientations.

Outcome:

5. Develop Best Practices.

6. Research and recommend a security protocol that would enable certain DCCCD employees to provide private information to students via the telephone, if the students answer the security protocol questions correctly.

7. Develop additional goals as needed.

Outcome
Be the best community college district in the world in service leadership!