Alberta’s use of the “Disney” model boosts card office services
Expanding, improving and increasing the value of a card program isn’t quite as straightforward as it sounds. Card office managers are constantly looking to improve their program, but knowing where to begin can be challenging.
Jennifer McNeill, the financial lead of the OneCard office at the University of Alberta, recently shared the successful strategies that she and her colleagues implemented at Alberta that has improved card program services.
“Excellence is anything that is enhancing the student experience,” says McNeill. She proposed the “Disney model” as an ideal strategy to enhance the card office customer experience.
McNeill mentions that the top three influences to take away from the Disney model are partnerships, online office services, and planning. When implemented effectively, these influences can greatly benefit any card program.
By partnering with various vendors and campus committees, the value of the campus card increases, while relationships between various organizations and groups on campus are connected and strengthened. Bringing office services online makes it more convenient for students and will likely decrease the volume of office visits. Lastly, planning is crucial to being prepared for current and future events, staying on a budget, and being up-to-date on software and hardware.
Partnerships are vital
In order to promote Alberta’s card program, McNeill lauds the importance of partnerships with other associations, departments and services within the campus network.
For example, McNeill’s OneCard office has strong ties with the Alberta’s Students’ Association dating back to 1996. The Students’ Association initially contacted the OneCard office seeking a way to improve orientation attendance, and the partnership exists to this day.
The Students’ Association hosts orientation and uses this event as an opportunity for students to pick up their OneCard. Both groups work together to achieve their goals in this way. The OneCard office website posts the registration link for orientation, which in turn has helped to increase the number of orientation attendees.
The card office also has a partnership with the Student Advisory Group. This committee reviews changes in services for the OneCard and provides feedback for the OneCard office. The Student Advisory Group provides the card office with information about what services are critical to students and what students actually need.