Service Excellence in the Office of Finance and Treasury

April 11, 2024

Aligned with its mission, priorities, and values and building on its strong commitment to customer service, the Office of Finance and Treasury (F&T) recently launched an initiative to define its approach to service excellence and to develop a plan to strengthen the current service experience.

“The Office of Finance and Treasury is committed to a culture of service excellence,” states Jim Matteo, vice president for finance and treasurer.

The scope of F&T’s service excellence initiative is to develop the structure and tools to enhance and sustain outstanding internal and external customer service practices throughout the organization. As a result, the effort strives to provide resources for how service standards can be applied to their daily work, as well as to projects and initiatives. 

After defining and communicating their new service principles of Attentiveness, Relationships, and Continuous Improvement to F&T staff, the newly-formed service excellence committee designed a set of deliverables to promote and enhance service delivery including: 
•       Facilitating discussions and workshops with F&T departments on how the service principles could be applied to their work
•       Leading and organizing service training sessions
•       Sharing service impact stories during staff meetings
•       Including a service excellence component in their performance appraisal process
•       Recognizing staff with a service excellence award
•       Designing data-driven storytelling summaries that feature key service metrics

Additionally, the committee partnered with the Broadcast Center in University Services to produce a service excellence video to highlight the initiative and to be used as an onboarding resource for new staff.

In the year ahead, the service excellence committee in F&T will focus on service recognition, training, and tools for process improvement. For more information about the service excellence initiative, please contact Brandon Gaines, Director of Financial Support Services and Service Excellence.