University of North Texas
Compact with Texans
March 15, 2000
Revised March 9, 2005
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The University of North
Texas is the largest and most comprehensive university in north Texas. As the
leading university in the Dallas-Fort Worth Metroplex, UNT serves the
citizens of Texas by offering academic degree programs and by developing
partnerships with other institutions, private and government agencies, and
businesses to help address the diverse needs of metropolitan and urban areas.
The institution fulfills its responsibilities to help discover new knowledge
and find ways to apply the results of such discovery through an active
research program built around the strengths of UNT’s nationally and internationally
recognized faculty. The primary customer
for the University of North Texas is the student who studies in one of the
institution’s 98 baccalaureate, 128 master’s, and 47 doctoral degree programs. Secondary customers are the
citizens of the State of Texas who hire UNT graduates and who benefit from
research conducted and services provided by the University. Because of its
location, the primary service area of UNT is north Texas. Other secondary customers
for UNT include institutional staff and faculty, and other governmental
agencies. As directed in the guidelines for preparing this report, these
customers are not included in this report. However, they are included in
customer service programs implemented at the university. A small number of citizens
are served through continuing education/non-credit programs at UNT, and their
satisfaction with services is assessed through the Office of Continuing
Education and Conference Management on an ongoing basis. The overall customer
service model implemented at UNT begins with the identification of the needs
of customers/students. Strategies are initiated to address the needs based on
the university’s model of institutional effectiveness. Since 1985, the
implementation of such a program has been mandated through the Commission on
Colleges of the Southern Association of Colleges and Schools (SACS), the
university’s regional accrediting agency. Anyone who wants to file a
complaint with SACS as UNT’s accreditation body, they may do so by
contacting: Donna Wilkison, Commission on Colleges, SACS, 1866 Southern Lane;
Decatur, GA 30033-4907. According to SACS, each
member institution is expected to document quality and effectiveness by
applying a comprehensive system of evaluation in all major aspects of the
institution. Universities are also required to demonstrate that they use the
results of these assessments to improve operations and programs. Students are
involved in a variety of assessments, including evaluations of faculty,
instruction, and student services. The first step to
understanding the needs of UNT’s students/customers is an examination of
available data that describes the student. The UNT University Planning
annually publishes and makes accessible a fact book with extensive data about
students and much more. The fact book can be viewed at www.unt.edu/planning/Fact_Book/. The UNT customer
service goal is as follows: to provide a safe and comfortable environment
conducive to the education, social, and overall developmental growth of
students. The principles of the UNT
customer service compact are as follows: The University should: §
provide
exemplary learning and service environments that include the acknowledgement
of an individual’s worth and an appreciation of the diversity of students; §
treat
all students with dignity and respect; §
provide
open lines of communication among university administrators, faculty, and
students to allow for frank discussion of issues impeding high quality
learning; §
provide
multiple channels of communication to express appreciation and concerns; and §
follow-up
to address student concerns by assigning the appropriate administrative staff
who shall also inform students about the resolution of the issues. By its very nature, a
large university has many components that address different needs of the
student/customer. In general, various units have established standards for
customer service and ways to address complaints and concerns, as well as
defining wait and response time limits. In addition, UNT has a broad award
system that recognizes employees who provide exemplary service. Most units at UNT collect
complaints and statements of concern through surveys, suggestion boxes, e-mail
messages, written correspondence, and informal statements. Responses are
given in person, through return e-mail messages, telephone calls, or
letters/memos. Open communication is one of the hallmarks of addressing
customers concerns at UNT. Several programs encourage open communication
among students and staff and faculty. The President of the
university conducts an open discussion forum twice each long semester. At
these events, the President answers questions from students and provides
responses to concerns. When a statement from a student requires follow-up
action, a written response is sent to the student. Students can also voice
complaints and raise issues through the university’s Answer Line (940)
565-4100. This telephone number is open 24 hours. Student concerns are
forwarded to the appropriate university official and action is taken. The
official responds by calling or writing the student if a name is left with
the message. Staff in the Student
Development area also meet regularly with student groups to remain in touch
with customer concerns and issues. There are over 200 student organizations
and groups at UNT. The Student Association frequently conducts roundtable
discussions about areas of concerns of students. Officials in Student Development
use information gathered from these sessions to improve services and programs
for students. For issues related to Student Organizations, students should
contact the university’s Customer Relations Representative listed below. Various organizational structures
are in place at UNT to support an open climate for students to express their
concerns. The university offers a legal counselor for students and provides
extensive training for advisors, counselors, and other staff to prepare them
to respond effectively to the needs of the students. The goal is not only the
implementation of a formal response system, but also the implementation of a
proactive system to address student needs before a complaint arises. Wait time for students
varies across university units, but the general standard is several minutes.
New technology is used to decrease student wait time. For example, UNT offers
students the opportunity to register on-line or by telephone, thus,
eliminating standing in line. There are a few peak times when delays occur on
the system and students must wait, but the time is kept to a minimum. Because
many students who attend UNT drive from Dallas or Fort Worth, the university
has invested substantial funds to reduce the time students must spend on the
road to reach campus, in particular by offering at other sites across the
Metroplex. Some programs and activities are offered at locations outside of
Denton. The best example of this is the new UNT System Center at Dallas
located in southern Dallas. This new center offers opportunities to complete
bachelor’s and master’s degrees in a location that is readily accessible by
both public transportation and highways. Currently, various offices
across the university have well-developed processes to receive and respond to
customer complaints. Students with academic issues should contact a
representative of their major department. A list is attached giving the
specific information on these individuals. An additional contact is
the university’s customer relations representative, Dr. Bonita Jacobs, Vice
President for Student Development. She can be reached at 940-565-4909 or untcustomerrelations@unt.edu.
Her office is Hurley Administration Building 202. Written comments may be
sent to Dr. Jacobs at PO Box 305358; Denton, TX 76203. If a concern is voiced,
Vice President Jacobs will determine what UNT office should get the complaint
and ensure that a reply in sent. Replies will be sent by email, letter,
telephone, or in person. Jacobs will regularly submit reports to the Provost
about complaints received in her office and how they were handled. Students
will be notified about this process through the web, student Eaglemail,
the student newspaper, and at new student orientation sessions. |
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