← All pillars

Pillar 1.1

One-Stop Services

Experiential lens: in-person · virtual · phone · email — built around a centralized hub. Goal: Consistent, high-quality service across every touchpoint.

Customer Service Standards

Standards across all avenues of interaction (in-person, virtual, phone, email)
Comprehensive services & resources directory / guide
Customer Service Taskforce initiative

Training

Baseline training for all operational units on student services
Cross-training between operational units and mentoring opportunities
Documentation Initiative initiative

In-Person Service Models

Revamp orientation to expand in-person to virtual options
First-Stop Checklist (SEC project) initiative
Benchmarking against peer institutions' in-person service models

Virtual Service Models

Portal for students, staff & faculty (current IOC project)
Roadmap and implementation plan for Banner Self-Service
Review of website content across operational units
Exploration of AI / chatbot tools