Personally Serving You-
Faster. Friendlier. Easier.
How was our service?

Personally Serving You -

Faster. Friendlier. Easier.

University of West Georgia

Division of Business & Finance

Customer Service Employee Recognition Program

In order to recognize employees for exemplary customer service, going above and beyond their required job duties, or for suggesting new ideas to improve their work flow, the following Customer Service Employee Recognition Program was developed for the Division of Business and Finance:

Process

The Customer Service Employee Recognition program began in January 2007.  Based on the nominations received, an employee will be recognized from each area during each quarter of the year. The division would be broken down into three areas: 

1. Auxiliary Enterprises/Public Safety 
2. Business Services (Aycock Hall staff), and
3. Campus Planning and Facilities

The employees will be selected in one of the following methods:

• Submissions from suggestion/comment boxes that are strategically placed throughout the division and available online. (Customer Service Rating Card)
  or
  
• Through the recommendations of a supervisor and/or fellow employee. (Customer Service Employee Nomination Form)

To allow the selection committee the time to review recommendations, the deadline for all submissions is the 5^th day of the final month in the quarter.  The submission deadline for each quarter is as follows:

A Nomination Form is available on-line for the department to utilize. All submissions and supporting documentation should be forwarded to the attention of the Director of Human Resources.

Our program is named “Personally Serving You – Faster. Friendlier. Easier.”

Criteria

The following criteria should be used in determining an award recipient:

• Support the mission of the Business and Finance Division:

The work of the Business & Finance Division is to give each customer (student, employee, vendor, and community) assurance that their critical business needs are our main focus by providing the highest quality business processes and services delivered quickly and conveniently in a personal environment by friendly, professional staff employing integrity in every action.

• Consistent display of the customer service skills in all interactions with internal and external customers.  In accordance with the University System of Georgia plan, those skills include – responsive, helpful, knowledgeable, courteous, and accessible.
  
• Professional growth (enhancement of job knowledge and skills)
  
• Exemplary problem solving skills
  
• Good communication skills
  
• Commendations from customers
• No employee should receive consecutive quarter awards
• Award recipients can not be direct reports to the Vice President for Business & Finance nor any employee at the "Director" level
• Nominations may be reviewed for a maximum of four quarters. If the nominee is not selected for the award after four quarters, the nomination should be submitted to the nominee's supervisor for informational purposes

Award

The recipients of the award will receive:

• A certificate presented by the Vice President of Business and Finance and the employee’s supervisor acknowledging their selection and contribution.
  
• A picture of this presentation for the B&F website, newsletters and to be submitted to the local newspaper.
  
• Use of the designated “Employee of the Quarter” parking place.
  
• Luncheon at the end of the year for all recipients with Vice President of Business and Finance.  (total recipients should be no more than 12).

Customer Service Employee Recognition Program Forms

• Customer Service Employee Nomination Form
• Customer Service Rating Card

Committee

The selection committee will be comprised of one representative from each area serving for a term of one year. The representatives may be re-appointed for an additional second year. Committee representatives will be appointed by the area Directors. Adherence to the deadlines established for the program is critical. The Chair will be selected by the committee and must be committed to leading the committee through the process.

Immediately after the submission deadlines, Human Resources will contact the committee chair to pick up all nominations received by the deadline. The chair will contact all committee members to set up a meeting in which to review the nominations. The award recipients must be identified by the 20^th day of the submission deadline month. Once the committee has reviewed all nominations and selected the award recipients, the Chair will forward the award recipient names to the Vice President for Business & Finance. The Vice President for Business & Finance will prepare a congratulatory memo to be submitted to the recipient state the date, time and place of the award presentation. A copy will go to the recipient’s supervisor.

The documentation from suggestion boxes will be removed on a weekly basis by the Director of Human Resources or her designee. The Director of Human Resources will sort through all suggestion cards and retain nominations to be presented to the committee. Any other pertinent information or complaints found in the box will be forwarded to the appropriate individual/department immediately.

If a nomination is submitted to Human Resources for a current committee member, that nomination should be held by Human Resources and submitted for consideration once the committee member has rotated off of the selection committee.

The committee should maintain strict confidentiality of the award recipient names or any nominations made.

Customer Service Employee Recognition Groups

Auxiliary Services/Public Safety:
Auxiliary Services/Card Office
Bookstore
Campus Mail
Central Warehouse
Public Safety Investigations
Public Safety Dispatch
Public Safety Parking
Public Safety Patrol

Business Services (Aycock Hall Staff):
Budget Service and Asset Management
Business & Finance
Business Information Technology Services
Office of the Controller
Office of the Asst VP for Campus Planning & Facilities
Human Resources
Internal Audit
Purchasing
Bursar’s Office

Campus Planning & Facilities:
Campus Planning & Facilities Administration
Campus Planning & Development
Construction
Custodial Services
Landscape & Grounds
Maintenance
Work Information Center
Risk Management/Environmental Health & Safety

Revised 1/3/2008