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D estination . Prepared for the 2010 Spotlight on Service Workshop. S oft Launch Jan 4, 2010. O n January 4 th . We arrived in the office to 1400 emails We served something like 600 students at 2 counters (205 & 301) The phones rang 1670 times. W hat we do now:. - PowerPoint PPT Presentation
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Destination
Prepared for the 2010 Spotlight on Service Workshop
Soft LaunchJan 4, 2010
On January 4th...We arrived in the office to 1400 emails
We served something like 600 students at 2 counters (205 & 301)
The phones rang 1670 times
What we do now:
Undergraduate & Graduate Admissions Information
Registration services
Student accounts
International health card distribution
ID cards and meal plans stickers
Commissioner for Oaths service for all students
Proof of enrolment/graduation letter – on the spot
Transcript pick up – within 24 hours
Minerva pin resets
A day in the life
A Typical Day in our Office
WEDNESDAY 9:00-9:30 9:30-11:30 11:30-1:00 1:00-2:30 2:30-5:00
SR Amanda
MORNING BRIEFING
email phones lunch counter
Brenda counter lunch counter phones
Danielle email phones lunch email
Mark email counter lunch counter
Melanie counter lunch counter email
Nicole phones lunch phones email
Rafael email email lunch counter
Sonia paperwork counter lunch phones
SP Curtis email lunch phones counter
Demetra paperwork phones lunch / coaching phones
James paperwork lunch counter phones
Julie email lunch / coaching phones paperwork
Linda counter lunch phones email
Marcella phones phones lunch/meeting counter
Nathalie phones counter lunch email
How we do it:
TeamworkTrainingResources
THE SERVICE POINT TEAM!!! ! ! !
Teamwork: It Takes a Village...
Our Team is divided into Quads:
Demetra – DanielleNathalie – Amanda
Curtis – BrendaMarcella – Mark
James – SoniaNicole – Linda
Julie – MelanieRafael – Sarah
Training... An on-going commitment
Fall 2009: 12 weeks of training
Tues/Thurs mornings: 30 minute refreshers with SMEs.
2 hours of group training per week.
45 minutes of coaching: focus on both professional and personal development (SPs).
Resources: shorter no example from KBKnowledge at Our FingertipsMcGill Websites
Knowledgebase
Subject Matter Experts (SMEs) in partner units and Acting Area Experts (AEs) within our unit.
On-going Service Improvements Improving self-serve options so we have more time for
detailed interactions with students
– Proof of enrolment/graduation letters (April)
– On-the-spot printing of official transcripts
More services and resources as we move into our new digs!!
SES, A/S integration – own slide
Questions?
