Charge of Task Force

Provost David McLaughlin and Executive Vice President Michael Alfano charged the task force to make recommendations to improve the quality of services that students receive in their interactions with the University.

The 27-person workgroup consists of deans, administrators, and students, who meet weekly to assess challenges and make recommendations on how to make immediate and visible quality service improvements.

An interim report was submitted at the end of the fall semester and a long term report will be submitted in March.

Guiding Principles of

We view quality service as a potentially critical aspect of the NYU student experience. It is our hope that services at the University enhance the quality of life for students in and out of the classroom; and while a renewed commitment to a quality service culture may be championed by the President, it should be shared by all employees. The NYU community should:

Embed a service ethos at all levels of the University, as evidenced in the direct services we provide to our students as well as in the indirect services we provide to those who support students.

Consider the quality of our services as integral to supporting the academic and research mission of NYU.

Reduce unnecessary red tape for students when trying to navigate the university and provide personalized service without bottlenecks.

Guiding Principles of

Focus attention on the recruitment, hiring, training, evaluation, reward, recognition, and professional development of employees who understand and can deliver quality service.

Implement ongoing, relentlessly honest assessment of the quality of our programs and services in all aspects of our work.

Benchmark exemplary service models to develop best practices that can be successfully implemented at NYU.

When necessary and appropriate, invest the needed resources to effect and sustain meaningful, positive change.

Engage our entire community of scholars.

Ensure there will be a continuous commitment to quality service as a process as opposed to a series of discrete problem solving events. 4

The Task Force identified several areas where there are “quick wins” that can help enhance customer service on campus.

Quick Wins: CUSTOMER SERVICE IN THE STUDENT HEALTH CENTER EXPEDITING STUDENT PAYROLL INCREASING PRINTERS ON CAMPUS REDUCING LONG LINES FOR PACKAGES IN THE RESIDENCE HALLS COMMUNICATIONS and INFORMATION DISSEMINATION EXPEDITING STUDENT REIMBURSEMENTS ENHANCING WAY-FINDING TOOLS CLARIFYING FINANCIAL AID ELGIBILITY ADDRESSING UNEVEN SERVICE IN DINING HALLS ADDRESSING AFTER 5:00pm BUILDING MANTENENCE EXPEDITING RESIDENCE HALL MATENENCE REQUESTS IMPLEMENTING A GRADUATE STUDENT WEBSITE

Low Hanging Fruit:Issues to be addressed immediately

These issues require substantive and systemic treatment with long term resolution commitments :

Establish an ethos of quality service at NYU Staff are trained and evaluated on customer service approaches

Review services and practices in Student Services - the Bursar, Housing, Registrar and Office of Financial Aid

Create an “EZ-Pass” system where student services can be streamlined and web-based for 24-hour access

Long Term Goalsand Objectives

Creating a campaign to raise awareness about quality service

Multi-pronged approach for advertising to the campus community

Provide students with simple and easy ways to provide feedback to offices across the campus 24/7, and ensure thoughtful acknowledgement and/or response.

Advertising andRoll-Out of Initiative