As much as we can attribute some of the results as an echo effect of the events from this past Fall, there are some comments and results which we expect to address, in part, through the initiatives which are underway in our OTR Business Plan.
General themes from student feedback included:
- Strike related
- General Elective choices and processes
- PeopleSoft Campus Solutions self-service (i.e. Add, Swap & Drop) is not intuitive with technology being outdated
- System performance
- Customer Service
Recommendations for improvement include:
- Online appointment booking
- Update the online registration service
- Introduce online chat
Very specifically, here are some of the initiatives well underway in the OTR:
- A pilot initiative for the Spring 2018 term, which is targeted to FAST students across all campuses who are not expected to be enrolled in classes in the Spring/Summer 2018 term. These students will have the option to prepay for courses for the Spring/Summer term prior to the opening of self-service registration (April 16). Students will receive an enrolment appointment enabling them to enrol in the desired course prior to the in-person enrolment scheduled for Monday, April 23rd. We expect to see a decrease in “in line” activity with this new online option.
- The development of a business case to support online fee payment – the students clearly identified their frustration with online payment options – you will see from the slides shared earlier this week, that the plan is to prepare the business case in the 18/19 fiscal year and deliver on it in 19/20.
- The movement of Tier 1 service from Financial Aid to the Contact Centre which will be launched this Spring. Training on this will occur later this month.
- The introduction of an OTR Service Level Agreement and Customer Service standards will also launch this Spring. The OTR Managers are now reviewing a draft of these documents and will share this draft with a focus group of staff in March to solicit input.
Other initiatives related to the structure and format of our online systems are part of our three-year OTR Business Plan. We trust these initiatives, plus some distance from the student experience last Fall and related timeline adjustments, will see a return of our more stellar responses that we saw in the Fall 2017 term.