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.
Ideas for Consideration
The Service Leadership Team is working to improve the consistency and quality of service provided to students and fellow employees. Following are some ideas that are being researched. Project proposals will be presented to the Chancellor's Cabinet for consideration.
1. Establish a decentralized network of Contact 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 multi-channel (Web, voice, text, instand message, etc.) Contact Centers.
- Develop service level agreements (a multi-tiered system) to ensure that each contact is answered appropriately.
- Create a districtwide multi-channel (Web, voice, text, instant message, etc.) Contact Center to support the college Contact Centers.
- Obtain approval and funding for the districtwide Contact Center.
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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.
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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.
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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.
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Outcome: This will enable students/employees to experience a consistent level of service throughout the district.
5. Develop Best Practices
- Draft Best Practices.
- Conduct stakeholders meetings at each location to get feedback from employees.
- Present to Chancellor's Cabinet for approval.
- Share with all employees at all locations.
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Outcome: Service standards will inspire employees to enable students/employees to experience a consistent level of service throughout the district.
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.
- Create a task force to develop recommendations.
- Gather input from stakeholder Councils.
- Get approval from Chancellor's Cabinet.
- Distribute to all employees at all locations.
- Include the protocol in training classes.
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Outcome: The protocol will empower staff to handle lower tier calls via the telephone, reducing the workload on the front line staff so they can handle more complex interactions with students in person.
7. Develop additional goals as needed.
Outcome: Continuous quality improvement
Outcome
Be the best community college district in the world in service leadership!