Alberta’s use of the “Disney” model boosts card office services
The OneCard website contains online forms for refunds, account adjustments, locker rentals, and authorization forms. McNeill says that the online forms have been great for internal communication, as the OneCard office is notified immediately upon they receiving and processing a form. As a result, students don’t need to come to the card office as often.
“80% of your customers no longer need to come into your card office,” McNeill says. “This gives staff more time to tend to those who need extra help and provide better service to those customers.”
McNeill also created a Program Wiki. The wiki contains information about procedures, links to documents, announcements, work schedules, and other information. All of the information is updated in real time and is secure.
The Program Wiki can be accessed anytime as long as the user’s credentials are valid. McNeill stresses that it has helped to make the office’s frontline staff into experts, regardless of where they’re working on the campus.
“It is like an encyclopedia for the office,” McNeill says. “Our staff feels empowered – they’re knowledgeable about everything in our program, and they’re confident to handle almost any situation knowing that they have the most up-to-date info.”
Planning for the future
McNeill also recommends attending conferences, staying connected with focus groups, staying in touch with your system provider, and planning for the current year and beyond. By planning ahead and prioritizing certain projects, an institution’s card office is ensuring that their budget is secured and reasonable.
Planning includes being aware of software and hardware updates. For example, if an upcoming software update won’t support the card office’s services, then the card office needs to prepare for this. It is also crucial to replace older equipment and to invest in newer hardware before existing deployments die or becomes obsolete.
Beyond that, McNeill suggests reaching out to other campuses as a means to uncover solutions to card office challenges. McNeill notes that everyone has different ways of solving problems and achieving program excellence. “Use this amazing community to support you in however your campus is defining excellence and to make it happen.”