Para Hulo' | UOG Strategic Plan 2019-2024

Para Hulo' | Strategic Initiatives

Para Hulo' | UOG Strategic Plan 2019-2024

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Strategic Initiatives & Goals

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4. Becoming a Model for Operations and Customer Service in Guam and All of Micronesia

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As a multi-faceted organization, the University of Guam aims to be an example of operational excellence in the government of Guam in the areas of customer service, professional development, grant management, and cross-functional online services.

As the University works to reform and refine its own processes, it strives to develop a structure that others can model, extending knowledge of best practices for the benefit of the whole region.

Implement a University-wide customer service philosophy and program to provide an excellent customer experience to internal and external customers.

OBJECTIVES

UPDATE as of Jan. 2022
  • A team was tasked to attend the Academic Impressions “Customer Service Skills Training Certification for Higher Education Professionals” in March 2020. The Acting Chief HRO, Admissions and Records Program Coordinator, and Budget Officer attended and achieved certification in the program. The team has been tasked to enhance the current customer service philosophy and continues to work through what has already been laid out in https://setbisiu.uog.edu/.

UPDATE as of Jan. 2022
  • A team was tasked to attend the Academic Impressions “Customer Service Skills Training Certification for Higher Education Professionals” in March 2020. The Acting Chief HRO, Admissions and Records Program Coordinator, and Budget Officer attended and achieved certification in the program. The team has been tasked to enhance the current customer service philosophy and continues to work through what has already been laid out in https://setbisiu.uog.edu/.

UPDATE as of Jan. 2022
  • Planning and discussions have been ongoing with OIT and is awaiting implementation of VoIP phone systems and an automated “phone tree.” Some VoIP units were deployed in 2019-2020. This project has been restarted as of June 2021. The MarCom Office will serve as the primary “Call Center” operation with the Computer Center HelpDesk available as a backup.

  • In May 2021, UOG hired a Digital Marketing Specialist to lead the development of marketing automation and setting up the CRM. Training for frontline staff serving students will be held later in 2022. This action is a major initiative in the approved and BOR-concurred 2020-2024 Strategic Marketing Plan

 

Improve web services and electronic processes to be more user-friendly and efficient through user-centered design that will improve the user experience.

OBJECTIVES

UPDATE as of Jan. 2022
  • The pandemic has accelerated the need to convert many processes fully online.

    • In 2021, UOG OIT implemented online forms through Formstack. This service allows for the use of online forms, workflows, and electronic signatures. The information is stored in the cloud and is HIPAA compliant. 

    • Adobe Sign has also been implemented to facilitate process flows that require signatures.

    • Through electroInformer 5 training for key personnel is ongoing. This online database and reporting tool will allow more users to create and report on university data. This service replaces the Colleague QueryBuilder that is no longer supported in the latest upgrades for UNIX and Colleague.

    • The Professional, Technical, Federal and Externally Funded (PTFEF) Employees policy will be under review by Administrative Council and submitted for Board approval in Feb. 2022.

    • WebAdvisor will be retired in 2022 and replaced by the Ellucian Self-Service which will provide a number of upgrades and features to one of UOG’s core web-based data services.

 

Implement employee relations programs and activities that will develop employee skills, increase employee knowledge, and strengthen employee engagement.

OBJECTIVES

UPDATE as of Jan. 2022
  • Ongoing

UPDATE as of Jan. 2022
  • Ongoing

 

OBJECTIVES

UPDATE as of Jan. 2022
  • Ongoing

 

 


Contact Information

Please send any questions or comments about this process to: parahulo@uog.edu

READ ABOUT THE OTHER INITIATIVES:

Being recognized as a Research University centered in island wisdom

Enriching the Student Experience

Growing out Financial Resources

Leading as a Partnership University

Building and sustaining our Infrastructure