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MCG is undertaking a broad-based initiative to improve service, starting with a focus on efficient responses to requests for data.
MCG President Daniel W. Rahn asked Vice President for Decision Support Deb Barshafsky to lead MCG’s customer service initiative in March when University System of Georgia Chancellor Erroll B. Davis Jr. asked each of the system’s 35 public colleges and universities to select a representative to help identify and lead customer service improvement plans.
Gov. Sonny Perdue set the process in motion in January when he created the Office of Customer Service with faster, friendlier service from all state agencies as his goal.
“Our customer service plan will be far-reaching,” said Ms. Barshafsky. “We decided to start by looking at data we provide to key groups, such as the University System office, the governor’s office, legislators and reporters, to ensure we can quickly provide accurate, consistent and meaningful information about anything from student numbers to research dollars.”
Components include using IRIS, MCG’s Web-based data and information system (www.iris.mcg.edu) to monitor and expedite information requests, bolstering the customer-service skills of MCG employees and creating a more student-centered environment.
The first part of the plan includes improvements in processes for employee selection, orientation, training and recognition. The next iteration will focus on enhancing customer service in student affairs.
“Stewardship is central to our mission,” said MCG President Daniel W. Rahn. “This initiative is an extension of that commitment.”