University of Technology, Jamaica 99 Management System (SRMS), a system designed to provide enhanced service to the University’s internal and external customers and other stakeholders. The pilot was successfully launched on August 21, 2019 during the Orientation Week for the College of Business and Management (COBAM) and the Faculty of Engineering and Computing (FENC). The College of Business and Management Students Affairs Centre has been using this system over the past (3) three years. Some of the capabilities and features of the system include: y Allows for queries on grades, tuition, financial status, add/drop and exemption requests; y Allows students to log on using their ID # and submit issues; y Allows for checks to the correct Faculty/College and Campus; y Automatically assigns the request to specific staff members listed in the system; y Allows for notes to be typed based on the requests; these notes are visible through user-friendly access; y Pulls information from ISAS; y Allows for access to Frequently Asked Questions (FAQs). All staff members in the OCSA are now trained to use the system. Queries on the system are monitored with assistance from the Call Centre agents and staff. Complaint Policy The Complaint Policy makes provisions for the handling of all complaints brought to the attention of staff of the University, with the view to improve the experience of students. The Complaint Policy was revised in collaboration with the Registrar’s Office. The procedures of the Complaint Policy are as follows: y Acknowledge all complaints within 24 hours of receipt; y Advise complainant about the procedures in resolving issues; y Investigate complaints and provide feedback to the complainant; y Liaise with the appropriate office to ensure effective resolutions; y Refer unresolved matters to the Registrar for referral to the Visitor through Council. Core Values Promotions On June 13, 2019 the OCSA promoted the University’s Core Values by engaging the University Community to participate in a Cross Word Puzzle Challenge. Call Centre Training The OCSA hosted a one-day training session on October 11, 2019 between at Calvin McKain Library. The students were trained in the following areas: Understanding UTech, Jamaica’s Core Values, Customer Service in a Higher Education Institution, Understanding UTech, Jamaica’s Customers, Briefing on the Admissions and Enrollment Process, Student Records, Health Services and Student Services. Training is set to continue quarterly. Staff Customer Service Training The Office hosted four staff training sessions for the reporting period over a three-day period beginning March 26, 2019. The following areas were the main focus: Understanding UTech, Jamaica’s Core Values, Customer Service in a Higher Education Institution, Understanding UTech, Jamaica’s Customers, Emotional Intelligence, Handling Difficult Behaviours in Customers and Bridging the Customer Service Gap through Improved Interpersonal Skills. A total of seventy staff members were trained and evaluations were analyzed for quality, audit and objective purposes.
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