UNIVERSITY OF WEST GEORGIA

ANNUAL REPORT

Fiscal Year 2008 (July 1, 2007 to June 30, 2008)

DEPARTMENT OF

Business and Auxiliary Services

Name of Department Head

Jerry Mock

Name of Person Completing Report

Jerry Mock

1*

Departmental Mission/Vision Statement (url only, required)

http://www.westga.edu/aux/

2*

Departmental Statement of Goals, Process to Assess These Goals, and Assessment Results (url only, required)

www.bf.westga.edu/EffectEval/Annual_Report/Auxiliary_Enterprise.asp

3*

Give an Example of How your Department Used the Assessment of Goals and Outcomes to Change/Improve a Process (required)

Auxiliary Services

Goal: Increase marketing of auxiliary services to students with the goal of increasing awareness of services. Antidotal information from parents and students indicate they are more familiar with services offered.  Meal plan membership increased     5.65% over FY 06 due to improved marketing efforts.

Dining Service:

Goal: Improve overall food service customer satisfaction ratings as scored by students, faculty and staff. Semi-annual Dining Styles Surveys, as well as periodic “focus-group meetings” used to clarify customer dining needs and expectations for the Residential Restaurant (RFoC Z-6) and retail food locations. This input was used to make strategic customer driven changes to RFoC and retail dining menus, hours of operation, décor, customer service, and associated marketing efforts during the  Fall '07, Spring '08, Summer '08 academic semesters.

To continuously evaluate and improve the Campus Dining Program for students, faculty, staff and the community.

The office, in partnership with Aramark Higher Education Dining Services, administered 2 semi-annual "Dining Style Surveys", facilitated numerous focus group meetings, and instituted a Food Service Council. Aramark conducted a full market assessment aimed at clarifying dining needs in the near future for the university. Auxiliary Services Customer Relations and Marketing Intern conducted a competitive analysis of sister institutions that included dining program offerings, meal plan prices, marketing medias, and customer satisfaction. Auxiliary Services Marketing and Customer Relations intern also conducted special projects devoted specifically toward exploring and improving breakfast and weekend participation in RFoC- Z6 at UWG.

Vending:

Goal:  Increase cashless readers on vending machines.  Enhanced customer access to vending on campus by adding new Wolf Bucks card readers in the Richards College of Business, Pafford, and Humanities buildings.  The readers in each of these locations have been added.

Summer Conferences:

Goal: Coordinate the utilization of assets during the summer so the university can best meet our student’s needs, while at the same time, effectively managing energy costs, and maintaining or growing summer conference revenues.  Prioritize needs of summer school students, summer orientations and enrollment demands, athletics, and summer conferences; this includes, sports and academic facilities, residence halls, dining, etc.  With the growing summer enrollment and orientation volume, it is ideal to accommodate them while maintaining a summer conference program comparable to FY07.

Trademarks:

Goal:  License and monitor University trademarks.  During the year, vendors, whose annual licensees expired, were properly re-licensed.  The trademark office monitored and recorded all royalty payments earned.

Mail Services:

Goal: Provide excellent customer service.  Strive to give the highest quality mail service for faculty, staff, students and departments.  E-mail survey to faculty, staff and students.  Received 250 responses. Overall satisfaction with mail services was affirmed at 99% for faculty/staff and 86% for students.

Bookstore:

Goal:  Evaluate the overall efficiency and effectiveness of the bookstore staff.  Students were surveyed resulting in 504 responses.  Ninety-five percent (95%) of the respondents indicated the staff was courteous and helpful. Sixty-eight percent (68%) indicated their wait time to check out was five minutes or less.  While wait time is within reason based on the number of cashier stations available, bookstore staff will continue to find ways to speed up checkout. 

Parking & Transportation:

Goal:  Reassess the campus bus transportation system to achive cost savings, if possible  and improve on efficiency of the system.  Solstice Transportation Consulting was hire to conduct an operations review and analysis of our transportation system.  The report was delivered on June 25, 2008.  The most significant aspects of the report were to change the bus routes, reduce the number of buses on the routes and to purchase new buses.  Auxiliary Services is working to implement the findings by Fall 2009.

Goal: Revise the Parking Code 

The Parking Code had not been updated in several years.  Changes were recommended to and approved by the General University Matters committee of the faculty senate effective Fall 2008.

Purchasing Services:

Goal:  Purchase goods and services on a competitive basis following State of Georgia guidelines.  The State Department of Audits conducts an annual review of the University’s financial report.  A general overview of the University’s procurement process is conducted as part of this process. For FY 2007, the State Department of Audits reported no findings. Procurement staff processed the following items this fiscal year:

·          3,413 purchase orders in the amount of $35,129,115.72

·          15,025 P-Card transactions in the amount of $3,048,842.14

Goal: Assess the current purchasing requirements and prepare for the changes as it relates to the Georgia Procurement Initiative.  Identify ways to improve upon communication of policies and procedures to the campus community.  Any policies and procedures that required an update when compared to the Georgia Procurement Manual were revised.   Additional training was and will be offered as a result of any changes.

As a result of the P-Card Audit and updated policy manuals by Board of Regents and DOAS, UWG’s P-Card Manual was rewritten and additional policies and procedures were put in place to better manage the P-Card program.   Mandatory training for campus users and supervisors was enforced.

Warehouse:

Goal:  Upgrade Trackpad Scanning System - Replaced aging scanners with current, supportable, models.  Allows for package tracking at time of receiving and time of delivery.  Added signature pad to Central Receiving computer cluster, enabling use of terminal delivery. 

Goal:  Continue Upgrading Receiving Area – Continued to upgrade the area with safety in mind, acquiring another conveyor, enabling Receiving and Delivery staff to move parcels without manual lifting.

Goal:  Continual Savings in Purchasing - Constant monitoring of vendor pricing saves UWG money.  FY08 purchases were $546,000, Sales were $536,000 and savings of $34,000 were documented in this fiscal year. 

Goal:  Cut fuel costs related to Delivery operations – Savings of approximately 75 gallons of fuel (17%) were saved over the past year by operating delivery operations primarily out of Dodge Sprinter Van.

4*

General Statement of Department Condition (required)

The overall condition of the units that report to Business and Auxiliary Services is excellent.  Services are performed with a dedicated staff focused on serving our customers.  Resources have been provided to provide basic services and enhanced services as needed.  Revenue generation of the auxiliaries continue to improve.

The health of the University Bookstore is strong and continues to improve.  The University Bookstore exceeds national averages in terms of used book availability for the students of West Georgia.  Bookstore added an assistant manager to help with daily operations and marketing of the bookstore and position the management of the store for future growth and expansion.

The Purchasing Department is currently undergoing change.   New policies and procedures related to P-Card have impacted the department in all areas of Purchasing and the department is in the process of adjusting to those changes and monitoring the outcome.   The department continues to be a productive and efficient department on campus, while balancing new rules and regulations.

Central Stores Receiving and Delivery continues to excel at its mission of serving UWG in terms of stocking and supplying parts for facilities and as the receiving and package delivery unit for campus.   Accomplishing these missions with high levels of service and professionalism.

5

Departmental Achievements

Mail Services:

·          All employees were crossed trained on all jobs.  If an employee is out, we can continue on with the job and the mission will not suffer.  Assured that postal software was updated and ready for postage increase May 2008.  A survey was completed in Feb/Mar 2008 for Mail Services.  Overall results very good.  Our customer service received the highest ranking.  There were some concerns about our hours of operations, too much junk mail in PO Boxes, selling other packaging products (other than Priority), and accept debit and credit cards.

·          By using Dependable Mail Services, a mail presorting company, Mail Services saved the University $4,437.88.

Bookstore: 

·          Return to UWG exceeded 10%.  Increased used book sales by $138,000 and combined textbook sales by $164,500 over FY’07.

·          Web sales exceeded $200,000 for FY’08

Purchasing Services:

·          Updated the P-Card Manual and trained campus users accordingly

·          Established a Request for Bid form to formalize and streamline bid process

·          Developed new bids related to Snack Vending, Beverage Vending, Athletic Apparel, etc to create contracts and reduce costs

·          Reduced processing time by streamlining process on items ready to pay (including Consultants) by reviewing for purchasing purposes and forwarding to accounts payable.

·          Created new position to focus on Contract Administration

Warehouse:

·         Increased worker safety with receiving and delivery upgrades.

·         Overseeing transition to new fuel tanks and pumps and Fuel Master equipment and software.

·         Greater efficiency in deliveries with new vehicle and additional dollies.

·         Saved the campus $34,000 in purchasing required items.

·         Participating in sourcing committee with state purchasing on various statewide contract bids. 

6

Staff Productivity

Staff attended the following training and/or professional developmental conferences.

Jerry Mock, Business & Auxiliary Services

·          Attended NACUBO Annual Meeting– New Orleans, LA

·          Attended Auxiliary Directors Conference – Valdosta, GA

·          Attended SACUBO Fall Workshop – Little Rock, AR

·          Attended SACUBO Annual Conference – New Orleans, LA

Mark Reeves, Auxiliary Services

·          Attend Georgia Auxiliary Directors Meeting –

·          Attended NACAS South Conference – San Destin FL – Mark served on “Programs Committee” & presented “Customer Driven Success”

·           Attended NACAS conference in Las Vegas NV– Mark served on “Strategic Planning Committee”

·          Completed Right to Know Training

·          Attended NAC conference San Antonio TX

Teresa Traylor, Auxiliary Services

·          Attended College Business Management Institute – Lexington, KY

·          Attended HigherOne Users Conference – New Haven, CT

·          Attended Blackboard Users Conference, Phoenix, AZ

·          Attended NACCU Conference – Las Vegas, NV

·          Completed Right to Know Training

·          Attended ADR Committee Meetings

Elizabeth Smith, Auxiliary Services

·          Cross trained on managing summer conferences

Sherri Shelnutt, Auxiliary Services

·          Completed Right to Know Training

Tracey Head, Auxiliary Services

·          Attended Blackboard Southeast Regional Users Conference – Tuscaloosa, Al

·          Attended NACCU Conference – Las Vegas, NV

·          Attended Budget Fund Codes training

Melba Haynes, Mail Services

·          Attending the NACUMS July 12-16

·          P-card Training

Sonja Pitts, Mail Services

·          Cross trained on mail route, meter machine, mail sorting and afternoon reports

Rebecca Merrill, Mail Services

·          Cross trained on mail route, window, post office box section and afternoon reports

Greta Kirby, Mail Services

·          Attended the CUMSA Conference at Berry College, Rome, GA 

·          Cross trained on mail route, afternoon reports, post office box section and postage reports.

Janet Kendrick, Mail Services

·          Cross trained on window, forwarding mail and mail sorting

Robert Swanson, Jr., Bookstore

·          Attended NACAS training in Charlottesville, VA. 

·          Attended Georgia Association of College Stores Meeting in Pine Mountain, GA. 

·          Completed Financial Aspects of WinPrism (POS) in Lincoln, NE.

Laura Mayfield, Bookstore

·          Attended National Association of College Stores meeting in San Antonio, TX.

Lynne Benefield, Bookstore

·          Completed Textbook Management training in Lincoln, NE.

Chrissy Griffin, Bookstore

·          Completed Textbook Management training in Lincoln, NE.

Diane Shackleford, Parking and Transportation

·          Completed Right to Know Training

William Lambert, Parking and Transportation

·          Completed Right to Know Training

·          Attended Regional Parking and Transportation Conference in Blairsville, Ga

Kim Henderson, Purchasing Services

·          P-Card on Campus Conference  - Orlando, FL

·          DOAS P-Card Policy Review Committee – Atlanta, GA

·          Small & Minority Business Procurement Expo – Atlanta, GA

·          BOR 7 Meeting w/DOAS – Atlanta, GA

·          Shared Services Committee  - Atlanta, GA

Shelly Parker, Purchasing Services

·          P-Card on Campus Conference  - Orlando, FL

·          DOAS P-Card Policy Review Committee – Atlanta, GA

·          User Acceptance Testing – Peoplesoft – Athens, GA

Connie Smith, Purchasing Services

·          Introduction to Purchasing – Atlanta, GA

·          WEX Online Training

Van Edwards, Warehouse

·          Attended Vehicle Safety Training UWG

·          Attended Risk Management  Training UWG

·          Participated in Hazardous Materials Training UWG

·          Attended Budget Fund Codes training

·          Completed Right to Know training

·          Attended Business & Finance Customer Service Awareness Training

Willie Wynn, Warehouse

·         Participated in Hazardous Materials Training UWG

·         Attended Vehicle Safety Training UWG

Shane Gibbs, Warehouse

·          Participated in Hazardous Materials Training UWG

·          Attended Vehicle Safety Training UWG

7

Student Achievements

Warehouse:  All Students participated in Hazardous Material Training UWG

8

Other Awards, Distinctions, and Achievements

·          Connie Smith received the Divisional Award for Excellence

·          Tracey Head, Auxiliary Services, recognized with quarterly Business & Finance Customer Service Award

·          Teresa Traylor, Auxiliary Services, recognized with quarterly Business & Finance Customer Service Award

·          Mark Reeves, Director for Auxiliary Services, recognized by Risk Management as “Safety Leader of the Year”

·          Willie Wynn, Central Stores,  recognized for 40 years of exemplary service to the University

·          Van Edwards, Central Stores, was chosen to participate on the State Purchasing sourcing group for statewide contract on bulbs and ballasts. 

·          Bookstore was recognized for various contributions and donations made to UWG related groups.

Promoted buyback and book recycling by partnering with Nebraska Book Company and began a “Trees for Books” program bringing additional money to UWG for use in improving green areas on campus.

·          19 – Positive Customer Service Cards completed on Mail Services.