THE UNIVERSITY OF TEXAS AT EL PASO. Division of Business Affairs People First, Mission Always

Transcription

1 THE UNIVERSITY OF TEXAS AT EL PASO Division of Business Affairs People First, Mission Always Student Business Services Strategic Operating Plan September 2008 August 2009

2 Vision To provide services that are the benchmark and exceed the expectations of our diverse customers Students, University Administrators, UT System, State and Federal constituents. Mission The primary responsibility of Financial Services is to ensure the proper stewardship of the University s financial resources. Toward this end, we strive to provide valuable, timely and meaningful financial information to University administrators to allow informed decision making in the pursuit of overall institutional goals. We must ensure sound and efficient financial practices and services to the University community and must service our customers in an ethical, professional and courteous manner. Our goal is to be sensitive and responsive to the needs of our customers University students, administrators, faculty, staff and representatives from other state agencies. We are committed to innovation, change and selfevaluation in order to meet these needs. Statement of Values Our greatest asset is our staff. We must, therefore, provide an environment in which we are all treated with dignity and the worth of each employee as an individual is valued and respected. We provide our employees with the proper training and tools to do their job, a sense of security and opportunities for developmental growth. 2

3 Strategic Initiatives Goal 1: To provide timely, effective, and quality services that meet or exceed our customers expectations. 1. Develop customer user feedback mechanisms to assess customers service experience, evolving needs and requirements. Progress Measurement: Summary of feedback will be compiled for each semester. Targeted Completion Date: Summary report by semester provided to management (5) Increased Efficiency, (7) Support Service 2. Continue functional work groups to enhance seamless delivery of services (through University College Cross-Training initiative). Progress Measurement: Documented meetings and follow up on suggestions Responsible Individual: Susan Acevedo Targeted Completion Date: Summary of meeting activity and initiatives implemented by semester (5) Increased Efficiency, (7) Support Service 3. Work collaboratively with IT identifying and correcting Shopping Cart processing errors. Progress Measurement: Establishment Targeted Completion Date: Summary of Activity - By semester. (5) Increased Efficiency, (7) Support Service, 4. Develop Key Performance Indicators. These indicators should be qualitative and defined to measure performance failures rather than quantitative that measure output volume. These measures will provide an indication of systemic problems that require remediation. Progress Measurement: Development of five indicators Targeted Completion Date: Ongoing (5) Increased Efficiency, (7) Support Service, 3

4 5. Automate capture of key performance measures. Targeted Completion Date: 31, 2009 (5) Increased Efficiency, 6. Work collaboratively with Provost s Office/University College to streamline academic goals with best business practices. Targeted Completion Date: 31, 2009 (5) Increased Efficiency, (7) Support Service Goal 2: Provide professional development opportunities to increase the effectiveness of the professional staff and to promote an innovative atmosphere. 1. Re-invest in customer service training for all staff. Progress Measurement: Once per year per staff member with attendance noted in annual evaluation /Jesus Dukes 2. Continue professional development opportunities. Progress Measurement: 1 training per professional staff per year 3. Develop and implement staff development plans that represent training goals for evaluation period. These development plans will also identify specific key indicators that will be a factor in determining employee effectiveness, efficiency and future development goals. of plans Targeted Completion Date: March 31,

5 Goal 3: Develop and implement procedural changes that are industry models of efficiency and effectiveness. 1. Reengineer Collection Process. Targeted Completion Date: November 30, 2008 Balance Scorecard: Internal process 2. Use of Debit Card technology for Student Refunding. Targeted Completion Date: March 31, Work collaboratively with IT on Banner migration to 8.x Progress Measurement: Beta Test and Implementation, Antonio Rincon Targeted Completion Date: November 30, 2008 and ongoing 4. Work collaboratively with PACE on Banner migration. Targeted Completion Date: March 31, Develop Cash Vault Procedures Responsible Individual: Terri Toothaker Targeted Completion Date: June 30, 2008 Goal 4: Identify technology, facilities, and equipment solutions to improve delivery of services. 1. Partner with IT to enhance shopping cart functionality. (i.e. testing). Progress Measurement: Testing and implementation Targeted Completion Date: December 31,

6 2. Partner with University College on creating Call Center. Targeted Completion Date: June 30, 2009 (5) Increased Efficiency, 3. Partner with IT/Sungard/Touchnet on access to student s account information (i.e. third party access, invoicing, ing). Progress Measurement: Beta Test and Implementation Targeted Completion Date: Beta Fall 09, Full implementation Spring Upgrade Television messaging (flat screen) Targeted Completion Date: July 31, Partner with IT/UT System/Texas Institutions of Higher Education/Sungard to address Sungard Baseline issues (i.e. third party module, refunding calculations). /Juan Gonzalez Goal 5: Identify solutions that will ensure University compliance with Federal, State, and University mandates. 1. Develop and implement duty specific training programs in each area. and Antonio Rincon Targeted Completion Date: August 31,

7 2. Review state legislation for potential changes (implementation of business best practices.) 3. Develop and implement University Fiscal Appeals Committee. Targeted Completion Date: August 31,