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The DCCCD Service Leadership Team inspires DCCCD employees to meet the needs of students, community members and each other in a professional, respectful and cheerful manner.
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.
The Service Leadership Team is a work group comprised of employees from across the district (see charter (PDF – 43KB) and minutes).
Service Leadership Team Projects
The Service Leadership Team is working to improve the consistency and quality of service provided to students and fellow employees. See below for our current projects. 1. Establish a network of Contact Centers within the district to provide online and telephone service to prospective and current students and community members.
Outcomes: The Call Center provides better service to students and community, frees the front-line staff to focus on internal and external walk-in visitors gives callers an enhanced understanding of DCCCD offerings.
Status Report: Rick Renshaw, executive district director of Financial Aid and Scholarships, is overseeing the implementation of a districtwide Financial Aid Contact Center (FACC), which is scheduled to be operational in Summer 2011. The FACC is the model for future district contact centers.
2. Develop a “mystery shopping” program to provide employees with the feedback they need to improve service.
Outcomes: The program improves service to callers, results in feedback about customer perception and guides the development of training programs.
Status Report: Due to budget considerations, we are no longer planning to outsource mystery shopping. Instead, we are developing other forms of evaluation that can substitute for mystery shopping. For example, the new telephone system that is available in some locations has the capability of offering callers a brief satisfaction survey before they hang up.
3. Work with Organizational Development and location professional development offices to create customer service-related training programs.
Outcome: Customer service training will enable students and employees to experience a consistent level of service throughout the district.
Status Report: We now offer two customer service courses that are based on the Service Leadership Team's best practices:
Many of the Service Leadership team members have been trained and are authorized to conduct this training for the district or at a location. If you wish to take one of these courses, contact your Service Leadership Team representative, your Organizational/Professional Development director or district Organizational Development.4. Develop best practices
Outcome: Best practices establish the minimum standards of customer service that employees are expected to provide and provide the foundation for DCCCD's customer service training programs.
Status Report: With the help of many stakeholders throughout the district, the Service Leadership team has identified seven sets of Customer Service best practices that all locations in the district are encouraged to follow. These best practices have been endorsed by the Chancellor’s Cabinet. We are in the process of developing best practices for Human Resources, Instruction and Social Media.View the best practices
5. 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.
Outcome: The protocol will empower Contact Center staff to provide private and confidential information via the telephone in a secure manner.
Status Report: The task force has recommended providing an optional, enhanced security feature in eConnect which will allow students to tell us in advance whether or not they want DCCCD to release their private, secure information via the telephone. It will also allow students to create customized security questions.
While Team eConnect is programming this functionality, the task force is developing a best practices document that outlines security best practices related to identify verification.
6. Develop additional goals as needed.Status Report: ServiceAlert Groupwise Group created
To ensure successful communication and sharing of information across the district’s many customer service areas, the Service Leadership team has created a GroupWise group called ServiceAlert@dcccd.edu.
Student services staff members who begin to experience a rash of questions or concerns about the same topic can e-mail the ServiceAlert group to share their observations with other student services representatives in the district. If any employees in the other areas have already researched and resolved the issue, they can share the information with the rest of the people on the Service Alert list. At a minimum, ServiceAlert group members will learn that the issue is emerging and to be on the lookout for it.
This simple, low-tech communication method should help us avoid duplication of effort as well as alert us of the possible need to do a mass communication with students.
To be added to the ServiceAlert group, send your request, including your name and e-mail alias, to Georgeann Moss.
Outcome: Continuous quality improvement