SPECIAL EVENTS AND TICKETING OFFICE Strategic Operating Plan

Transcription

1 SPECIAL EVENTS AND TICKETING OFFICE Strategic Operating Plan Vision To be the premier international model for diverse entertainment, educational programming, and ticket services. Mission As an auxiliary service to the University, our mission is to provide to UTEP both financial and non-financial benefits, through purchasing, programming, ticketing, and managing events, while providing excellence in customer service for all events at the University of Texas at El Paso. Services To plan, develop, and manage special events, Miner Athletic events and activities for the University s students, staff, and the local and regional communities, and provide point-ofpurchase services for tickets to UTEP and community-sponsored activities and events.

2 Strategic Initiatives Goal 1: To increase the number and quality of Special Events presented in the University venues to benefit University and regional communities. 1. Seek possibility of and procure sponsorships for performing arts bookings. One sponsorship per year ($5,000.00) Jorge Vazquez (1) Resource Development, (3) Undergraduate Student Success, (6) Campus Growth Management, (7) Support Services. Comment [jv1]: Added amount 2. Revisiting events that have worked and exploring new markets and events based upon analysis. 1 new event per year (1) Resource Development, (3) Undergraduate Student Success, (6) Campus Growth Management, (7) Support Services. 3. Expanding and maintaining a professional network and staying current with industry trends by attending conferences, site visits, professional memberships, and subscribing to trade publications and forming an underdeveloped market consortium as budget will allow. Maintaining 1 Conference per full-time professional employee 2 Site Visits per year to operations at the forefront of the industry in both events and ticketing Maintain memberships: APAP, IAAM, INTIX,CAOS, VENUE COALITION Increase shows by 1 per year based on professional memberships and meetings 1 Peer Review every 2-3 years of operations. Efficiency, (7) Support Services. Comment [jv2]: Added membership

3 4. Utilize existing venues in new ways as allowed by the Handbook of Operating Procedures. 1 new booking/yr Jorge Vazquez Efficiency, (7) Support Services.. 5. Promote visibility and use of Sun Bowl as a multi-sports venue. 1 sporting event per year Efficiency, (6) Campus Growth Management, (7) Support Services. Comment [jv3]: Changed responsible Comment [jv4]: Task Deleted. Comment [jv5]: Change wording 6. Explore new partnerships to offset financial risk and increase net margin. Garnering partners and 2 profitable events/yr Efficiency, (6) Campus Growth Management, (7) Support Services. 7. Maintain the Wednesday Music Café by booking 30 events per year with selection of higher quality acts. Start measuring attendance Marina Monsisvais (3) Undergraduate Student Success, (6) Campus Growth Management, (7) Support Services. 8. Maintain the quality of programming and visibility of the Union Exhibition Gallery and art spaces. Maintain 4 exhibits per year. Increase awareness of Union Gallery Marina Monsisvais (3) Undergraduate Student Success, (6) Campus Growth Management, (7) Support Services. 9. Utilization of Cinema Novo list and conventional mail to maintain online film community. Increase of 5% in subscribing members and sparking discussions; Garner marketing information and increase interest, participation and attendance at Cinema Novo Marina Monsisvais (3) Undergraduate Student Success, (6) Campus Growth Management, (7) Support Services. Comment [jv6]: Changed measurement and responsible Comment [jv7]: Changed measurement and responsible Comment [jv8]: Changed responsible

4 10. Maintain development of the Film Series as budget permits. Maintain 18 films per year; Addition of summer film series; Additional screenings as possible Marina Monsisvais (3) Undergraduate Student Success, (5) Increased Efficiency, (7) Support Services. 11. Seek new underwriting to maintain the Film Series. Maintain 18 films per year Marina Monsisvais August, (3) Undergraduate Student Success, (5) Increased Efficiency, (7) Support Services. 12. Create a blog for student program to stimulate discussion and acquire feedback; and create new marketing initiatives. Creation of board Jorge Vazquez/Marina Monsisvais August, Promote University and community outreach (syllabi inclusion) and coordination of school field trips with orientation and recruitment. 2 Professor Meetings per semester; 1 school recruitment activity per year Marina Monsisvais (1) Resource Development, (3) Undergraduate Student Success, (5) Increased Efficiency, (7) Support Services. Comment [jv9]: Changed responsible and completion date Comment [jv10]: Changed responsible Comment [jv11]: Added responsible Comment [jv12]: Changed date Comment [jv13]: Changed responsible and date to ongoing Goal 2: Update marketing plan to inform and attract the local, regional and international communities to Special Events to make the department financially sound and increase programming opportunities as budget permits. 1. Update web site with technological advances as possible. Implementation of hit counter and creation of baseline. Jorge Vazquez May Services. 2. Continued use of for dissemination of information to the southwest region and national and international agents and promoters. as needed Jorge Vazquez August 2007 Comment [jv14]: Changed date Comment [jv15]: Changed responsible

5 (1) Resource Development, (5) Increased Efficiency, (7) Support Services. 3. Continue networking through conferences, local and regional, national memberships as possible. 1 conference per full-time staff member; 5 Memberships per year: IAAM, APAP, CAOS, INTIX & Pollstar. August 2007 Efficiency, (7) Support Services. 4. Announcement in trade publications of statistics related to the use of venues. Publication of data in Billboard, Venues Today, Pollstar, and other magazines Melinda Eli/Ronnie Baeza August 2007 (1) Resource Development, (7) Support Services.. 5. Placement of event photographs in trade publications. 1/yr Jorge Vazquez (1) Resource Development, (7) Support Services. 6. Increase outlet sales at the box office. A distribution point for coupons; increased sales by 1% over last fiscal year. Box Office Manager/Jorge August 31, 2008 and ongoing (1) Resource Development, (7) Support Services. Goal 3: To strive for excellence in customer services for Special and Miner Athletic events as budget allows. 1. Update and hold at least one training session in guest relations and ticketing per year per full-time staff member. Favorable customer service ratings on event survey 3+ (Scale of 5) Box Office Manager annually Comment [jv16]: Changed responsible s Comment [jv17]: Deleted word ongoing Comment [jv18]: Deleted task about surveys Comment [jv19]: Changed from 2.5% to 1% Comment [jv20]: Changed responsible Comment [jv21]: Changed responsible 2. Customer Service training for all event personnel twice per year.

6 Favorable customer service ratings on event survey 3+ (Scale of 5) /Box Office Manager biannually Services, (8) Stewardship. 3. Survey ALL customers to measure their event satisfaction, a minimum of four times a year. Completed study with results to Special Events Director Jorge Vazquez 4. Improve timely attendance and information dissemination at pre-production and event day meetings via recordkeeping system. 100% timely attendance of meetings; written checklist per event to be completed 24 hours in advance of event by all applicable support staff and an expectation of quality agreement with external support 5. Conduct periodic post-production evaluation meetings on an event basis to discuss both positive and negative aspects of events. Documentation of meetings and improvements as needed. Compact Priority; 6. Educate ticket-buying public about true cost of tickets. Ensure all advertising, phone messages, and web site contain information about applicable charges Jorge Vazquez and Box Office Manager. (7) Support Services. Comment [jv22]: Deleted Rosie Saldana 7. Improve and update cashier training program. Minimum of two cashier training sessions held per semester and positive feedback from trainees Box Office Manager/Melinda Eli

7 Services, (8) Stewardship. 8. Consistently distribute ticketing information to staff, clients, partners, and campus through broadcasts. Daily updates as needed; positive client and customer feedback Jorge Vazquez Comment [jv23]: Deleted Rosie Saldana 9. Consistently update ticket information on web site, telephone system, venue audio announcement, and use of university marquees to ensure consistent and current information to the public. Implementation and regular updating as needed; positive client and customer feedback Jorge Vazquez and Box Office Manager. 10. Provide training in conflict resolution to all full-time staff. One conflict resolution training for all full-time Staff, positive customer feedback 3+ (Scale of 5) /Jorge Vazquez/Box Office Manager. Services. 11. Improve and maintain communication with Athletic Department by assignment of a liaison to coordinate season ticketing with Athletics and set deadlines between season and ticketing to provide seamless service to our customers and minimize problems. Assignment of personnel and implementation of weekly and as needed meetings and the increased presence of the Ticket Center at numerous functions. Increased satisfaction with response to reporting needs and settlements. Box Office Manager/Carol Roberts- Spence. Comment [jv24]: Changed wording Comment [jv25]: Changed responsible s Comment [jv26]: Changed responsible 12. Improve and maintain communication with Athletic Department by assignment of a liaison to coordinate game day management with Athletics to provide seamless service to our customers and minimize problems.

8 . Assignment of personnel and implementation of weekly and as needed meetings and the increased presence of Special Events at numerous functions. Increased satisfaction with response to reporting needs. Goal 4: To continue Human Resource Development which will improve overall operations and employee satisfaction, thus improving UTEP and program recognition as budget allows. Comment [jv27]: Deleted 2 tasks: survey employee satisfaction and secret shopper 1. To attend at least one training session in guest relations per year per full-time staff member to include ADA issues. Favorable customer service ratings on event survey 3+ (Scale of 5) (7) Support Services, (8) Stewardship. 2. Customer service training to all non full-time event personnel two times per year to include ADA issues. Favorable customer service ratings on event survey 3+ (Scale of 5) Box Office Manager (7) Support Services, (8) Stewardship. Comment [jv28]: Changed responsible 3. Continue internship program for undergraduates one per semester. Favorable feedback from interns 3+ (Scale of 5) Jorge Vazquez (3) Undergraduate Student Success, (8) Stewardship. 4. Continue full-time staff cross-training within Department. Implemented with favorable feedback from staff - 3+ (Scale of 5) Services, (8) Stewardship. 5. Continue cross-training for full-time staff with Special Facilities Management staff. Implemented with favorable feedback from staff - 3+ (Scale of 5)

9 and Mike Spence Services, (8) Stewardship. 6. Maintain and improve participation in student volunteer program by two students per semester and increase retention of student volunteers by providing in-kind incentives: tickets, employment in other departments, lunches, and parties. Recruitment of two volunteers annually Jorge Vazquez (3) Undergraduate Student Success, (8) Stewardship. Goal 5: To continually improve internal operations to maximize efficiency and effectiveness. 1. Update Policy and Procedures Manual to ensure a thorough review and documentation of policies and procedures. Complete revision and distribution of manual to all Special Events staff, Internal Auditing, and VPSA /Melinda Eli/Box Office Manager. Services, (8) Stewardship. 2. Update accounting reporting procedures while meeting all University reporting requirements as needed. Continue to meet with clients, attend regular University auditing meetings, and maintain event histories for future reference Melinda Eli/Irma Sifuentes Services, (8) Stewardship. 3. Meet with Internal Auditing for reporting needs and best practices updates. Documentation and implementation of feasible recommendations Melinda Eli/Irma Sifuentes Services, (8) Stewardship. Comment [jv29]: Changed responsible Comment [jv30]: Changed responsible Comment [jv31]: Added Irma Sifuentes as responsible 4. Update database of historical event information.

10 Documented policy on what is to be retained and continually updated within one week of the event occurrence Jorge Vazquez/Box Office Manager (7) Support Services, (8) Stewardship. Comment [jv32]: Changed responsible s 5. Maintaining and expanding professional network and staying current with industry trends by attending conferences, site visits, and professional memberships, subscribing to trade publications and forming an underdeveloped market consortium when possible. August 31, 2008 (1) Maintaining conferences once per year; (2) Two site visits per year to operations at the forefront of the industry in events and ticketing; (3) Maintain memberships in APAP, IAAM, INTIX, CAOS, and VENUE COALITION; (4) Virtual meeting and increase shows by one per year Efficiency, (7) Support Services, (8) Stewardship. Goal 6: Improve and upgrade facilities, equipment, and technology to maximize efficiency and effectiveness as budget allows. 1. Improve and upgrade date plan for regular maintenance of computers, printers, scanners and credit card machines. Existence of maintenance agreements for equipment and monthly maintenance visit by contracted ticketing service. Documentation of service intervals for each piece of equipment with documentation of actual service Irma Sifuentes/Box Office Manager Services, (8) Stewardship. 2. Increase security in lobby, cashier area, and vault. Feasibility study by 2007 Melinda Eli//Box Office Manager August 2008 (7) Support Services, (8) Stewardship. Comment [jv33]: Changed responsible Comment [jv34]: Changed responsible s 3. Site visits of other like-facilities to gain technological knowledge.

11 One year /Box Office Manager. August 2008 Services, (8) Stewardship. Comment [jv35]: Changed responsible s