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New York State Good Academic Standing
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Office of Student Accounts
Department of Finance and Management
Office Goals
Goal 1: Ensure that all charges and collections are accurately recorded on student accounts. Develop and implement an improved system of tracking errors to improve accuracy, identify areas for improvement, thus improving customer service.
Goal 2: Establish key service level commitments (e.g., e-mail response, phone response, etc.), communicate them to our customers, and measure our progress in achieving them. Service level commitments are as follows:
- E-mail – Will be answered within two business days.
- Telephones – Work with the Telecommunications Office to develop a report that tracks call response information.
- Authorized Aid Disbursement – Accurately, within the parameters for federal and state guidelines, and within the time frame for each aid type.
- Payment processing – Payments will be entered within two business days upon receipt (except during peak load times, then within three days), and all payments will be entered accurately.
- Billing – Use technology to improve the billing and payment processing in an effort to improve our speed of service.
Goal 3: Maintain high level of customer service during periods of transition for both internal and external customers.
Goal 4: Identify heavy workload and major service periods to more efficiently serve our customers.
Goal 5: Continue to look for ways to fully utilize Banner Accounts Receivable module to streamline operations, improve accuracy and productivity, and enhance customer service.
Goal 6: Develop a timeline for professional development and personal goals for staff (identifying strengths and weaknesses) for building a stronger team.
Goal 7: Send staff to other College offices to learn about their policies and procedures in an attempt to gain a broader perspective and understanding of how those offices operate.
Page last updated March 15, 2007.
