I hope this email finds you well. As you are aware, earlier in the month, we brought to a close some important organizational changes that are positioning our organization for success. As part of the reorganization, the following common services have been centralized into new professional service units:
- Information Technology
- Marketing & Communications
- Digital Educational
- Business Administration
While each group has taken a different approach to centralization, the new units have a common goal: ensuring excellence in service for Texas A&M AgriLife. The units also provide added benefit for staff and administrators. Support staff within these units can specialize, but also be cross trained for greater team efficiency and effectiveness. These units provide staff with organizational structures and career paths for success, rather than being isolated within a department or unit. This change also reduces administrative burden, allowing faculty and academic administrators to focus on scholarship and service units to focus on service excellence.
To ensure a successful customer experience moving forward, consistent principles were identified for each new professional service unit:
- A Professional Services Customer Advisory Team will soon be formed, comprised of all customer groups across AgriLife, to evaluate the effectiveness of the new service units and plan for continuous improvement. I will soon begin reaching out to different customer groups to solicit membership for this group. Together, I am confident we will foster creative ideas and solutions to guide integrated professional service goals that elevate Texas A&M AgriLife. The work of these teams will be transparent, with agendas and minutes posted to an internal website.
- Customer Service Training will soon be conducted by Ritz-Carlton to set the stage for outstanding service delivery. Directors and managers will participate in an initial training, and additional professional service unit employees will participate in an additional training.
- Customer Service Metrics will be established within each professional service unit. Where appropriate, a ticketing system will be used to track service and allow customers to provide their feedback to the level of service received. The Customer Advisory Team and administration will review metrics to evaluate service delivery and impact.
I understand the last few months have been challenging. I appreciate your patience and understanding during the transition of these service units. While we cannot promise a hiccup-free transition, I can assure you that these service unit leaders are committed to doing everything in their power to make this transition as smooth as humanly possible. They have been in direct contact with units and departments over the last few months, and will continue to do so over the next few weeks and months. I will also update you on progress as pertinent information becomes available.
Susan Ballabina, Ph.D.
Deputy Vice Chancellor