ACTION PLAN - University of Ulster

ACTION PLAN
GOAL 1: Increase retention of all first-time Fall 2002 students from 58.7 percent to 59.7 percent.
KEY STRATEGY A: Enhance customer service by extending operating hours in critical service areas by
March 1, 2003. These include the Bookstore, Indian Bank, ID Card Center, Registrar, Student Account
Services, Financial Aid & Scholarships, Housing, CASS, Tutoring, Labs, and Admissions.
IMPLEMENTATION SCHEDULE/TIMETABLE
Steps Responsibility Target Date /
Completion Date
Decide on exact meeting dates and format, current office hours
are 8:00 to 4:30
Letters to financial aid, CASS, Housing, Admissions, CASS
LRC.
Dr.Brumfield, Dr.
Bruno, and Dr.
Richters
June 26, 2003
Dr. Brumfield July 1, 2003
Letters to Bookstore, Indian Banks, ID Card Center, and SACS. Dr. Bruno July 1, 2003
Letters to Registrar, Academic Dept. Heads, Academic Support
Labs.
Implement extended hours to enhance payment and other needs
for Fall (confirm that the computers will remain operational).
Meet with groups in Mid-Fall, to assess usage and needs for the
Spring.
Coordinators: Drs. Brumfield, Richters & Bruno
Retention Committee Contact: Dr. Wayne Brumfield
Dr. Richters, July 1, 2003
Each Department
or Budget Head.
Dr.Brumfield, Dr.
Bruno, and Dr.
Richters.
August 23, 2003
October 1, 2003
Budget/Reallocation Plan:
No additional cost. Will be accomplished through flex-time.
There are concerns about earning compensatory time not due to the University’s support but due to the time
demands made on current employees.
Evaluation/Control:
Collect data on the use of offices open for extended hours.
What is service like?
Are users satisfied with the available hours and services? (Capture satisfaction data—cards like at restaurants)
SOS Data and/or separate survey could be used to ascertain student satisfaction.