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Auxiliary: Annual Report FY05

The Office of Business and Auxiliary Services is composed of four units – Auxiliary Services, Purchasing and Central Warehouse and Mail Service. 

Business and Auxiliary Services
  1. Departmental Mission
    The mission of Business and Auxiliary Services is to:

    (a)     Operate the auxiliaries of the university by providing the best possible services that can be provided for the amount charged.  Services are to be on a self-supporting basis. Services are to reflect the needs of the university in meeting its total mission.
    (b)     Procure goods and services at competitive prices and in a timely manner, as well as, insure that invoices are paid in the prescribed time frame.
    (c)     Provide postal service to the campus insuring timely distribution and processing of mail.

  2. Departmental Statement of Goals to Assess, Processes to Assess These Goals, and Assessment Results:

    A.  Goals - Provide services that enhance the teaching and learning community; to include a quality dining experience, a full compliment of textbooks and accessories, the purchase of goods and services on a competitive basis, and the effective distribution and processing of mail.

    B.  Assessment Processes 
    In January 2005, Auxiliary Services conducted a web based “Customer Satisfaction Survey.”  The results were very favorable across the units surveyed.  A copy of this survey is posted at the following link.  One key response was that the auxiliary office needed to do a better job of informing campus about its services.

    a. Dining Services
    i)  The Director of Business and Auxiliary Services meets with the Director of Dinning Services on a weekly basis, and the District manager on a monthly basis, to review all aspects of the contracted food service program.
    ii)  ARAMARK, the University’s food service contractor, surveys student’s preferences on a semi-annual basis covering a variety of factors.  Data is used to make adjustments in the dining program. Reports are on file with the Director of Business and Auxiliary Services. The UWG portal, Surf Centers, and stand-alone kiosks at the different campus dining sites are utilized for the survey process.
    iii) The Director of Business and Auxiliary Services meets with the Student Government Association at least once per semester to discuss auxiliary services; including dining services.

    b. Bookstore
    i)  The January 2005 Customer Satisfaction Survey indicated that the bookstore needed to improve on availability of textbooks and customer service.
    ii)  Utilize course history and sales tracking within the Nebraska point-of-sale system to forecast the number of textbooks to carry.  Course quantities will be approved by the bookstore prior to publication.
    iii) Have in-store shows and attend trade shows to maintain current styles.  Selections are made with a preference towards low minimum quantities.  Item price is a determining factor in the final order placed with the vendor.
    iv) Manager is being introduced to faculty and staff as they come into the bookstore.  All student issues are referred to the manager.
    v)  Bookstore will market heavily to the freshman by attending Student Services Fairs offered over the summer.  Bookstore will develop a brochure listing services and policies.  Bookstore will place ads within the University newspaper promoting services and sales
    vi) Bookstore will ensure that it provides the web address to the on-line store to each in-store customer in addition to appearing in all advertising.
    vii) Purchase the space the bookstore leases in order to secure a location for the future and stabilize expenses.
    viii)Insure that all credit card and other financial transaction information is secure

    c. Vending Services
    i)  Vending contracts must be current; providing the best quality service at the greatest return to the university.
    ii)  Participated in the design phases of several new construction projects to assess vending needs
    iii) Re-bid the laundry contract.  Awarded to MacGray.

    d. ID Card
    i)  Re-carded the entire university faculty/staff/students/vendors/contractors.  University uses a BANNER generated ID number for all student’s, faculty and staff.  Also, a list of unique –numbers are used for all contractors and vendor ID cards
    ii) Maintain proper accounts in Blackboard system for all account holders.
    iii) Financial transactions across the student ID are reconciled on a monthly basis.
    iv) Insure that all credit card and other financial transaction information is secure

    e. Warehouse and Central Receiving
    i)  Continuously monitor purchases of “Stocked” items to reduce cost and increase value of those items.
    ii) Strive to monitor facilities changes on campus to ensure up to date stocking of needed repair materials.
    iii) Continue to update physical warehouse to maximize space utilization, and create the safest working environment possible
    iv) Enhance the Receiving function to assure complete documentation, and safe handling of all receivables.
    v)  Explore ways to more efficiently, and safely deliver all goods to the Campus Community.

    f. Mail Services
    i) Provide excellent mail service to the campus
    ii) Insure the privacy and security of mail
    iii) Maintain a quality working relationship with the Carrollton Post Office
    iv) Improve on the working environment for staff.
    v) Analyze annual enrollment projections in order to effectively forecast the quantity of student residential post office boxes needed.
    vi) Assess security requirements and make improvements.

    g. Campus Scheduling
    i)  The process for scheduling campus facilities must be readily available to the campus community.
    ii) Scheduling must be web based and accessible for all to view.
    iii) Annually review scheduling policy to determine if it is fair and equitable.
    iv) Improved scheduling by using the web viewer for student organization, faculty, and staff to request facilities in draft format that allows Auxiliary Services to confirm reservation. Auxiliary Services provided an insert to Student Activities to go in student organization packets informing student organization on how to reserve facilities online.

    h. Financial disbursement
    i)  Monitor card disbursement for accuracy
    ii) Correct errors found in database.
    iii) Assess fee to students for card replacement
    iv) Annual review if program is in compliance with Dept. of Education regulations
    v)  Review operating costs and make adjustments as needed.

    i. Lab Printing
    i) Lab printing must be efficient and convenient in order to reduce cost and generate revenue using a cashless transaction system.
    ii) Revenue monthly reports to assess usage and revenue    

    j.   Campus Telecommunications
    i)   Provide financial analysis for the decision to purchase a PBX telephone switch.


    C. Assessment Results

    a. Dining Services
    i)  The January 2005 Customer Satisfaction Survey indicated that a better food service web site was needed.
    ii)  Above average participation in the Aramark semi-annual survey from students, staff, and faculty.  Those surveyed commented positively on the facilities and the food selections.  Drawing for prizes including airline tickets; winners pictures taken and placed in the school paper and on the UWG website
    iii) Two major ovens were replaced to insure quality food production.
    iv) New offices for vendor were constructed
    v)  Phone system was updated to tie onto university phone network.
    vi) Catering services received unfavorable reviews from clients using these services.

    b.  Bookstore
    i) Offer was made to purchase the property.
    ii) Redistributed several internal tasks to improve receiving, web ordering and outbound shipments.
    iii) Reduction of inventory and reduction of write-offs.
    iv) Improved inventory levels, selection and increased sales.
    v)  Increased presence of bookstore increased student buybacks and customer retention.
    vi) Remote buyback stations were used to increase availability of lower cost used books for customers.
    vii) Utilized mail outs and remote locations to increase bookstore sales and services to the university community.
    viii) Bookstore point of sale system was deemed to be not as secure as it needed to be by internal security audits

    c.  Vending Services
    i)  All vending contracts were renewed.
    ii) Vending locations in new construction areas were properly designed.

    d.  ID Card
    i)  ID cards were created and made available to all incoming students for Fall 04.
    ii) Reconciliation of accounts met acceptable audit standards.

    ID card production was deemed to be not as secure as it needed to be by internal security audits.

    e.  Warehouse
    i)  The Cost of many items stocked on a continuous basis was reduced, which provided savings for all departments.
    ii) Started process by getting updates on new construction, and remodels to Campus Physical Plant.
    iii) Continue to update storage and retrieval technology at warehouse as funds permit.
    iv) Software to enhance the receiving and delivery process has been acquired. Other Materials handling equipment is targeted for consideration to increase safety.
    v)  Processes are being monitored, while additional personnel and / or equipment needs are being ascertained.

    f.  Mail Service
    i)  The January 2005 Customer Satisfaction Survey indicated that the post office needed to keep the main window open until 5pm.
    ii)  Mail is received, sorted and delivered by 10:00am daily.
    iii) Mail, distributed to student boxes, is done by full-time staff to insure security of mail.
    iv) Postmaster maintains communications weekly with Carrollton Post office to insure that levels of service are maintained.
    v) Upgraded sorting equipment and work area
    vi) Upgraded office computers
    vii) Increased security with new exterior door and reconditioned overhead door
    viii) Designed post box expansion to accommodate growth

    g.  Scheduling
    i) Scheduling of campus facilities has increased as a result of a more open system.
    ii) Coordinated use of limited fields and facilities for summer camps, academic, continuing education, and intramurals.
    iii) The majority of groups scheduling space received their requested space.
    iv) Review scheduling policy for FY 05 as it pertains to registered student organizations.

    h.   Financial Disbursements
    i)  Disbursement of card to the right home address has been an issue.
    ii) University is paying for card replacement above its acceptable level.
    iii) The HigherOne disbursement process is perceived to be out of compliance with DOE.

    i.  Campus Telecommunications
    i)  Bid results indicated that a system could be purchased and paid for in 5 years and significant savings in year six and beyond would be realized.

  3. Examples of Process Improvements or Changes

    A. Dining Services
    ·   ARAMARK and the University continue to “tweak” the food service program to improve on service to students.
    ·   Meetings were held with the regional management, campus dining staff to assess complaints and make improvements to the catering process.
    ·   Improvement in the office facilities eliminated the need for clients to walk through kitchen to see the management staff.
    ·   During summer camps, academic camps were served in the food court and sport camps were served in the Z-6 cafeteria; thus, reducing congestion and lines.
    ·   Auxiliary services will redesign their AE web site in FY 06 and improve the link to dining services.

    B.  Bookstore
    ·   University officials have developed preliminary talking points for building a new bookstore in the next 10 years.
    ·   Bookstore staff has reviewed customer service issues.
    ·   Bookstore increased its used book inventory by 9% to insure less expensive books are on the shelf.
    ·   Textbook manager will work to ensure there are adequate textbooks on the shelf at the start of each semester.
    ·   New servers were purchased, fiber was installed to bookstore eliminating wireless connection and the system received a security update.

    C. ID Card
    ·   New desktop computers were installed and protected.  The system received a security update including new security policy on what can be installed on system.

    D. Vending Services
    ·    Increased revenue to the university provides financial support to improve auxiliary services.

    E.  Financial Disbursements
    ·   The University has put in place for FY 06, a replacement card fee and will place holds on student records until such time the fee is paid.
    ·   The University has been in contact with HigherOne and Department of Education (DOE) concerning compliance.  University requested the vice chancellor for business and finance at the board of regents to make an inquiry to DOE regarding compliance.

    F. Campus Telecommunications
    ·   PBX system was installed in FY 05 across campus.
    ·   A 30.1% savings was achieved in FY 05.

    E.  Warehouse
    ·   Savings of $19,440.00 were made in the past Fiscal year on approximately 50 high volume items, including copy paper.
    ·   Some areas, such as bulbs, are being updated, and older items are not being restocked.
    ·   New pallet racking retrieval stairs have been bought, and additional bracing has also been acquired, with safety in mind.
    ·   The TrackPad Scanning system has allowed Central Receiving to record an immense amount of data on virtually every parcel that comes through Receiving, thus more accurately earmarking these items to the purchaser in a timely manner.  The system has also been put on network so multiple workstations can access the data.  Other Materials Handling equipment, such as Flow Roller Track is being considered to cut down on physical lifting, with safety in mind.
    ·   Requests for More FWSP funding has been made, and some additional SA funding has been approved as of 2004 – 2005.  Recommendations on a more suitable vehicle has also been discussed.

  4. General Statement of Department Condition

    The “health” of Business and Auxiliary Services in the areas addressed in the annual report is positive. The office underwent some personnel rearrangements.  The director of business and auxiliary services moved to the office suite of the vice president for business and finance and assumed more administrative duties.  Purchasing services was transferred to the controller’s office but central warehouse and receiving was kept under AE. An assistant director for AE service was hired in October and has assumed a wide variety of duties.  The transitions from SSN to a unique identifier and the distribution of 6000+ ID cards in August 2004 went very smoothly.  Improvements were made to the security of all computer systems used by AE to limit hackers and identity theft.

  5. Departmental Achievements

    1.  Posted new “Welcome” sign (4’ x 6’) for the interior of the UCC that directs visitors to the different dining venues
    2.  Posted new signs in the UCC that designate After Hour Study Hall locations and times.
    3.  Renovated a storage room in UCC 116 for Aramark to utilize
    4.  Introduced MTVU to the Campus
    5.  Purchased new NISCA printer for the Card Office Id operation
    6.  Reorganized UCC rooms to accommodate a BITS storage facility as well as another additional storage room for Aramark
    7.  Hired a new Assistant Director of Auxiliary Services
    8.  Evaluated the expansion of the Post Office to accommodate potential future growth demands
    9.  Marketing 4870 class adopted “Summer Business Conferences @ UWG” as their class project
    10.  Added a new print  site for the lab in Adamson Hall
    11.  Added four “Surf Stations” to the Food Court Dining area
    12.  Added a large Television to the Food Court Dining area
    13.  Set-up and staffed booth for Fall and Spring Visitations, as well as, Spring IGNITE
    14.  Participated in NACAS webcast “Unrelated Business Income”
    15.  Participated in NACAS webcast “Contractor Liability”
    16.  Added VTS machine to campus
    17.  Completed construction of auxiliary dock for small truck deliveries and loading / unloading by forklift.
    18.  Obtained and assisted in the formulation and setup of the TrackPad parcel scanning and tracking system.  The system has recently been put on the web for multiple station use.
    19.  Remodeled Central Sales area with paint, carpet, and newer air conditioning at virtually no cost to the department.
    20.  Approximately 27,000 parcels have been delivered this Fiscal year, with no discrepancies pending for the year.
    21.  Achieved a very high level of service without a manager during November and December 2004.
    22.  Processed 1121 web orders since July 1, 2004 totaling $181,588.
    23.  Subcommittee responsible for selecting the marketing company for our forthcoming new athletic identity.
    24.  Achieved high levels of service by adding remote sales events throughout the year.

  6. Staff productivity – Auxiliary staff attended the following training and/or professional development conferences

    Bob Swanson      
    Georgia Association of College Stores annual meeting at Lake Blackshear, GA
    CBMI Training at Lexington, KY
    National Association of College Stores annual meeting, New Orleans, LA

    Laura Mayfield
    National Association of College Stores annual meeting, New Orleans, LA

    Sheila Norton
    National Association of College Stores annual meeting, New Orleans, LA

    Teresa Traylor 
    National Association of Campus Card Users, Orlando, FL
    HigherOne Seminar, Kennesaw University, Kennesaw, GA
    Blackboard Users Group Meeting, Macon GA Blackboard Executive Meeting, Washington DC.

    Tracey Head
    National Association of Campus Card Users, Orlando, FL

    Cheryl Cash
    HigherOne Seminar, Kennesaw University, Kennesaw, GA

    Jerry Mock
    National Association of College & University Business Officers annual conference, Milwaukee, WI
    Georgia Auxiliary Directors Annual meeting, Athens, GA
    OIIT workshop on Telecommunications, Athens, GA
    Southern Association of College and University Business Officers regional conference, Myrtle Beach, SC
    Southern Association of College and University Business Officers annual conference, Miami, FL
    Blackboard Product Enhancement meeting, Washington, DC
    Aramark Leadership Seminar, Alpharetta, GA
    HigherOne Seminar, Kennesaw, GA

    Mark Reeves
    Participated on the UWG Enrollment Management Search Committee
    Attended on-campus “My UWG” workshop
    Attended on-campus “Dream Weaver I” workshop
    Attended on-campus “Dream Weaver II” workshop
    Attended on-campus “Access I” workshop
    Attended on-campus “Access II” workshop
    Attended on-campus “Fireworks” workshop
    Attended on-campus “Purchasing / Travel” workshop
    Attended on-campus “Intermediate Excel” workshop
    Attended Blackboard Conference in Macon, GA
    Attended NACAS South Conference in Covington, KY
    Attended Economic Forecast Seminar – Z6
    Attended on-campus “Adobe Acrobat” workshop

    Willie Wynn
    Hazardous Waste Awareness Training of the University System of Georgia.  Also attended Right to Know Basic Awareness Training of the University System of Georgia.

    Shane R. Gibbs
    Hazardous Waste Awareness Training of the University System of Georgia.  Also Attended Right to Know Basic Awareness Training of the University System of Georgia.

    All Warehouse Staff including Student Workers – Online right to Know training course.

  7. Student Achievement

    Jason Mock received a plaque for being nominated for the Student Service Award.

  8. Other Awards, Distinction and Achievements -
    Mark Reeves accepted nomination to serve on the NACAS South planning committee.
    Bob Swanson serves on the Georgia Association of College Store Board of Directors

    The following staff was recognized by the Black Student Alliance and International Student Club for Outstanding Service to the Students at UWG:

    Laura Mayfield
    Shelia Norton
    Lynne Benefield
    Stephanie Miller
    Regina Farmer
    Dot Jeter
    Melba Haynes
    Sonya Pitts
    Greta Kirby
    Stephanie Birkhead
    Mark Reeves

    Stephanie Birkhead, Teresa Traylor, and Tracey Head received “Student Choice Award”