First Point of Contact First Meeting Feedback

1
First Point of ContactFirst Meeting Feedback

• Customer Service Assessment
• Malaspina University- College

2
Who is Malaspinas Public?

• Students current, returning, potential, alumni,
  high-school students (tours and events)
• Seniors elder college students (we have the
  highest senior rate in the country)
• First nations students and first nations elders
• Emergency response teams
• Couriers and others wanting to get in and out of
  the campus quickly to drop off or pick up items
• The public attending events, concerts, lectures,
  theatre performances, art gallery,
• Users of the Day-Care, Discovery Room, Bookstore,
  Library customers for Auto body and
  Hairdressing
• Government dignitaries, ministry staff, funding
  agencies, researchers
• International students, international guests and
  other non-English speaking public
• Disabled people physically, hearing impaired,
  visually impaired, mentally challenged
• Family and friends of employees and students

• Employers seeking to hire our students
• Media
• Prospective employees
• Public seeking information
• Community groups and agencies
• Tourists
• Employees from all campuses
• Guests from other schools
• Public accessing information via the web site and
  over the phone
• Business partners, suppliers, and contractors
• Special event participants organized by Malaspina
  (Festival of Trees, awards, ceremonies, etc)
• Event planners who require room rentals,
  catering, logistical services (MALA and non-MALA)
• Conference attendees
• VIPs guest speakers
• Wedding hosts and guests
• Summer guests using the residence
• Continuing studies students, evening and weekend
  users
• Athletes/teams attending venues
• Committee and Board members

3
What is the first point of contact needs of
visitors coming to our Nanaimo Campus

• Directions
• Where is a service department, where is the
  event, where is my class, where is my meeting,
  where is a particular person, where is building
  , where is an information bulletin board, where
  can I park, where can I get a bus pass, where is
  my job interview, where do I drop off a resume,
  where do I drop off a package
• Want to know how to
• Get somewhere or find someone, register, get a
  transcript, find a phone number, how to get to a
  particular room or building, drop something off
  for pick up, talk to a person, rent a room, set
  up an event, find out when an event is taking
  place, pay for a class, make a reservation, how
  to using catering services, how to access housing
  (on and off campus) and other business services,
  do business with Malaspina

• Live body to
• Assist disabled and elderly, to greet guests, to
  provide directions, to call someone to pick
  something up, international and non English
  speaking public, events information, to
  coordinate information distribution
• Want to do business quickly
• What is happening on the campus today and where
  is it taking place
• Need maps and signage
• How and where to get statistics on Malaspina
• Parking information access to change
• People wanting to know how to post information
  (jobs, housing, etc.)
• Phone directories
• Need an expert on a topic
• Want to know who to see about
• A job, a program, doing business, renting space,
  or a host of other things

4
What service delivery mechanisms currently exist
to support visitors to our Nanaimo Campus

• A telephone system that requires updating to meet
  the needs of our growing campus
• Web site
• Limited signage
• Multiple points of reception
• Friendly helpful staff in various locations
• One pilot kiosk
• Some numbers on some buildings
• Employee and student orientation
• Brochures and publications
• Phone book
• Bulletin boards

5
What gaps currently exist in meeting the needs of
these visitors

• Elderly citizens and other non-tech savvy members
  of the public need face-to-face support
• Lack support for the physically disabled
  mentally challenged
• No easy access to drop items off and pick things
  up, multiple complaints from couriers
• Lack of tracking of enquires that may result in
  potential students
• Non-English speaking or low literacy members of
  the public require face-to-face
• Lack seasonal customized support and information
  based on what is happening on campus (welcome
  signage for various groups, easy to access forms
  and information)

• No central point of welcome to create a sense
  that ours is a friendly and helpful campus
• No central coordination to advise campus staff of
  opportunities to engage with, or market to,
  potential students (i.e. jazz students on campus,
  high school visits, aboriginal student for a day,
  CSI conference) or to initiate action to make
  these guests feel welcome
• Multiple points of entry
• No one answering the phones
• Lack directional signage, maps building
  directories
• Volume of web and phone enquires has grown, we do
  not have any tracking mechanisms

6
Gaps continued..

• Confusion around parking (employee vs. visitors)
• Who is staying on top of name, phone number and
  room changes of staff and departments?
• Not keeping pace with trends in customer service.
  As other schools are increasing service we have
  withdrawn service
• Departments do an excellent job servicing their
  public when the public finally gets to them, we
  lack cross functional expertise to assist our
  diverse public
• No personal contact to assist persons with
  complaints or sensitive issues
• Lack good signage at multiple locations
• No easy way to find IT, facilities,
  communications, support (public and students)

• Many people arrive on campus and do not know who
  they need to see or where to go, no one to
  service their needs
• Not able to get change for meters
• Poor building numbering/naming
• Event planners have no way to easily find
  facilities or other support areas
• No way to currently identify what is happening on
  campus
• No central coordination that employees can go to
  for information delivery (mail outs, pick up,
  event updates, events planning, maintaining phone
  directory, trouble shooting, switchboard)
• No daily events listing

7
Gaps continued..

• Lack a way to inform the campus at large if there
  was an emergency or disaster on campus
• Confusion over multiple points for room bookings,
  (do not know who to go to, what sizes, what
  building, what equipment in the room)
• Confusion around hours of operation weekends,
  summer, evenings
• In the past no coverage when switchboard operator
  away
• No one maintaining and organizing the literature,
  signage and displays in the Welcome Centre
• Do not have staff designated as Customer Service
  Representatives

• No central message board (electronic or static)
• No events support
• Lack an institutional customer service focus
• 1 800 number for out of areas public
• A good phone system
• The public get passed around from department to
  department trying to find out where to go
• Quite often a person arrives on campus they do
  not know who they need to see or where to go,
  require real body to support
• Confusion around emergency response 911 or 6600
• Lack support to assist emergency response teams
  including updated building changes

8
July 23rd meeting

• Based on this gap analyses. The emerging themes
  appear to be face to face interaction, the
  Welcome Centre, access for the disabled, elderly
  and low literacy members of the public, signage,
  maps, telephone system and technology, events
  support, parking information, central
  coordination of information distribution and how
  to create an environment that is welcoming and
  friendly
• In preparation for our next meeting please
  consider what recommendations you may have in the
  areas below. If you are unable to attend this
  meeting please feel free to submit your input
  directly to me.
• We have scheduled the next meeting for two
  hours. Refreshments will be provided.
• Themes
• Recommendations related to face-to face
  interaction
• Recommendations related to the Welcome Centre
• Recommendations related to access for disabled
  persons
• Recommendations related to signage and maps
• Recommendations related to telephone system and
  other technology
• Recommendations related to event support
• Recommendations related to central coordination
  of information distribution
• Recommendations related to the information kiosk
  project
• Recommendations related to parking services
• Recommendations related to customer service in
  general
• July 30th