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D estination

D estination . Prepared for the 2010 Spotlight on Service Workshop. S oft Launch Jan 4, 2010. O n January 4 th . We arrived in the office to 1400 emails We served something like 600 students at 2 counters (205 & 301) The phones rang 1670 times. W hat we do now:.

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D estination

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  1. Destination Prepared for the 2010 Spotlight on Service Workshop

  2. Soft LaunchJan 4, 2010

  3. On January 4th... We arrived in the office to 1400 emails We served something like 600 students at 2 counters (205 & 301) The phones rang 1670 times

  4. What we do now: Undergraduate & Graduate Admissions Information Registration services Student accounts International health card distribution ID cards and meal plans stickers Commissioner for Oaths service for all students Proof of enrolment/graduation letter – on the spot Transcript pick up – within 24 hours Minerva pin resets

  5. A day in the life

  6. A Typical Day in our Office

  7. How we do it: • Teamwork • Training • Resources

  8. THE SERVICE POINT TEAM!!!!!!

  9. Teamwork: It Takes a Village... Our Team is divided into Quads: Demetra – Danielle Nathalie – Amanda James – Sonia Nicole – Linda Curtis – Brenda Marcella – Mark Julie – Melanie Rafael – Sarah

  10. Training... An on-going commitment • Fall 2009: 12 weeks of training • Tues/Thurs mornings: 30 minute refreshers with SMEs. • 2 hours of group training per week. • 45 minutes of coaching: focus on both professional and personal development (SPs).

  11. Resources: shorter no example from KBKnowledge at Our Fingertips • McGill Websites • Knowledgebase • Subject Matter Experts (SMEs) in partner units and Acting Area Experts (AEs) within our unit.

  12. On-going Service Improvements • Improving self-serve options so we have more time for detailed interactions with students • Proof of enrolment/graduation letters (April) • On-the-spot printing of official transcripts • More services and resources as we move into our new digs!! • SES, A/S integration – own slide

  13. How to reach us 514-398-7878 Servicepoint@mcgill.ca

  14. Questions?

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