A team was tasked to attend the Academic Impressions “Customer Service Skills Training Certification for Higher Education Professionals” in March 2020. The Acting Chief HRO, Admissions and Records Program Coordinator, and Budget Officer attended and achieved certification in the program. The team has been tasked to enhance the current customer service philosophy and continues to work through what has already been laid out in https://setbisiu.uog.edu/.

A team was tasked to attend the Academic Impressions “Customer Service Skills Training Certification for Higher Education Professionals” in March 2020. The Acting Chief HRO, Admissions and Records Program Coordinator, and Budget Officer attended and achieved certification in the program. The team has been tasked to enhance the current customer service philosophy and continues to work through what has already been laid out in https://setbisiu.uog.edu/.

Planning and discussions have been ongoing with OIT and is awaiting implementation of VoIP phone systems and an automated “phone tree.” Some VoIP units were deployed in 2019-2020. This project has been restarted as of June 2021. The MarCom Office will serve as the primary “Call Center” operation with the Computer Center HelpDesk available as a backup.

In May 2021, UOG hired a Digital Marketing Specialist to lead the development of marketing automation and setting up the CRM. Training for frontline staff serving students will be held later in 2022. This action is a major initiative in the approved and BOR-concurred 2020-2024 Strategic Marketing Plan

The pandemic has accelerated the need to convert many processes fully online.

• In 2021, UOG OIT implemented online forms through Formstack. This service allows for the use of online forms, workflows, and electronic signatures. The information is stored in the cloud and is HIPAA compliant. 

• Adobe Sign has also been implemented to facilitate process flows that require signatures.

• Through electroInformer 5 training for key personnel is ongoing. This online database and reporting tool will allow more users to create and report on university data. This service replaces the Colleague QueryBuilder that is no longer supported in the latest upgrades for UNIX and Colleague.

• The Professional, Technical, Federal and Externally Funded (PTFEF) Employees policy will be under review by Administrative Council and submitted for Board approval in Feb. 2022.

• WebAdvisor will be retired in 2022 and replaced by the Ellucian Self-Service which will provide a number of upgrades and features to one of UOG’s core web-based data services.