TEXAS
A&M UNIVERSITY AT GALVESTON
2006
CUSTOMER SERVICE REPORT
“Texas A&M University at Galveston (TAMUG) is a special purpose institution of higher education for undergraduate and graduate instruction in marine and maritime studies in science, engineering, and business and for research and public service related to the general field of marine resources. “ Within the context of this mission statement “service” stands out as an important end result of our university’s mission. Every educational and developmental program and classroom and laboratory experience carried out at this institution has this fundamental concept of service to students and ensuring their success at its core.
The Student Services office has been tasked with summarizing the customer service endeavors of Texas A&M University at Galveston for this two-year report. The contents of this report represent a summary of survey tools and program successes recorded by individual departments at TAMUG having a high degree of direct student contact.
Students – TAMUG’s Primary Customers
Texas A&M University at Galveston gathers information to measure quality and satisfaction for a variety of services provided to our primary customer group, our students. Information gathering methods are selected to collect useful and cost effective data.
Information Gathering Methods
The contents of this report represent a summary of the various surveys administered to TAMUG students by a variety of student-focused departments. One of the primary focal points of this report is the National Survey of Student Engagement (NSSE) that was administered by the Office of Enrollment Services. Other surveys include instruments used and initiatives taken by departments in the Divisions of Academic Affairs and Student Affairs designed to measure and improve student satisfaction with services provided by this division.
National Survey of Student Engagement (NSSE)
The National Survey of Student Engagement (NSSE) is a national survey of college students that assesses the extent to which students engage in particular educational practices associated with high levels of learning and development. Texas A&M University at Galveston administered the NSSE in 2005 to a sample of students.
The NSSE measures quality and satisfaction for activities that positively relate to student learning and development. The NSSE sets sampling methodologies, selects the sample and reports the outcomes. The NSSE also provides an opportunity for additional questions targeted to specific academic and service oriented areas.
The following table summarizes responses to a variety of questions designed to measure student perception of the institution. Questions were asked of first year and senior level students of Texas A&M University at Galveston.
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Distribution of student
responses to the extent that their institution emphasizes each of the
following |
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NSSE Item |
Variable |
Class |
Very Much |
Quite a Bit |
Some |
Very Little |
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Spending significant
amounts of time studying and on academic work |
ENVSCHOL |
FY |
32% |
42% |
22% |
4% |
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SR |
39% |
43% |
17% |
1% |
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Providing the support you
need to |
ENVSUPRT |
FY |
27% |
46% |
22% |
5% |
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SR |
25% |
39% |
34% |
2% |
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Encouraging contact among
students |
ENVDIVRS |
FY |
13% |
30% |
37% |
20% |
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SR |
9% |
23% |
44% |
25% |
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Helping you cope with your non-academic
responsibilities (work, family, etc.) |
ENVNACAD |
FY |
2% |
25% |
39% |
35% |
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SR |
8% |
13% |
35% |
44% |
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Providing the support you
need |
ENVSOCAL |
FY |
7% |
39% |
34% |
19% |
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SR |
10% |
21% |
44% |
25% |
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Attending campus events and
activities (special speakers, cultural performances, athletic events, etc.) |
ENVEVENT |
FY |
17% |
38% |
33% |
11% |
|
|
SR |
18% |
30% |
35% |
17% |
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Using computers in academic
work |
ENVCOMPT |
FY |
36% |
40% |
20% |
4% |
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|
SR |
69% |
25% |
7% |
0% |
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Distribution of student
ratings of the quality of their relationships with the following groups |
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NSSE Item |
Variable |
Class |
Positive Quality |
Neutral or Negative |
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With other students |
ENVSTU |
FY |
83% |
17% |
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SR |
78% |
22% |
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With faculty members |
ENVFAC |
FY |
70% |
30% |
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SR |
83% |
17% |
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With administrative
personnel and offices |
ENVADM |
FY |
60% |
40% |
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SR |
60% |
40% |
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Note: Students reponded to
the items above on 7-point scales (e.g., 1 = Unfriendly, Unsupportive, Sense
of Alienation to 7 = Friendly, Supportive, Sense of Belonging). Responses of 5, 6, or 7 are coded as
positive quality and responses of 1, 2, 3, and 4 are coded as neutral or
negative. |
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Texas A&M University at Galveston |
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System
Accountability and Management Report - 2005 |
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National Survey of Student
Engagement - First Year Students |
TAMU-Galveston |
Bac-Liberal
Arts |
NSSE
National |
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Academic Challenge:
2001 |
45.7 |
57.2 |
52.9 |
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2003 |
51.0 |
57.9 |
53.9 |
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2005 |
45.9 |
57.1 |
52.6 |
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Active Collaborative Learning: 2001 |
39.3 |
44.0 |
40.9 |
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2003 |
40.4 |
44.2 |
41.8 |
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2005 |
40.2 |
44.4 |
42.4 |
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Student Faculty Interaction: 2001 |
31.0 |
39.7 |
35.1 |
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2003 |
38.6 |
42.4 |
37.2 |
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2005 |
29.2 |
36.8 |
34.0 |
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Enriching:
2001 |
44.1 |
64.0 |
55.4 |
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2003 |
54.6 |
65.7 |
57.7 |
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2005 |
24.8 |
30.7 |
27.8 |
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Supportive:
2001 |
58.5 |
64.3 |
60.2 |
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2003 |
64.8 |
65.6 |
61.8 |
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2005 |
57.0 |
64.5 |
60.1 |
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National Survey of
Student Engagement - Senior Students |
TAMU-Galveston |
Bac-Liberal
Arts |
National |
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Academic Challenge: 2001 |
54.2 |
60.5 |
56.6 |
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2003 |
55.0 |
61.1 |
57.3 |
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2005 |
53.6 |
61.1 |
56.5 |
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Active Collaborative Learning: 2001 |
54.2 |
52.1 |
49.7 |
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2003 |
50.9 |
51.8 |
50.1 |
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2005 |
52.6 |
53.5 |
51.5 |
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Student Faculty Interaction: 2001 |
54.7 |
50.6 |
42.9 |
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2003 |
48.7 |
51.5 |
44.2 |
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2005 |
45.7 |
51.3 |
44.1 |
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Enriching:
2001 |
44.9 |
56.0 |
47.6 |
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2003 |
44.3 |
57.3 |
49.1 |
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2005 |
37.4 |
51.4 |
42.1 |
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Supportive: 2001 |
57.1 |
61.7 |
56.8 |
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2003 |
60.5 |
62.6 |
58.8 |
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2005 |
57.7 |
61.5 |
57.5 |
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The National Survey of Student
Engagement clusters survey questions into five benchmark areas of educational
practice empirically linked to high levels of learning and development. These scores are broad indicators
intended to stimulate conversation and more in-depth study of survey results
on whether student behavior and institutional practices are headed in the
right direction. |
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As the previous table of the 2005 NSSE results indicates, first year students at TAMUG trail national and liberal arts competitors in the Academic Challenge, Active Collaborative Learning, Faculty/Student Interaction and the Enriching and Supportive Environment areas. However the results indicate that by their senior year, TAMUG student responses are far more competitive in these key areas and senior level students report a higher level of satisfaction in the area of Active Collaborative Learning.
Academic and Student Affairs summaries
In keeping with the statement made earlier, TAMUG constantly strives to ensure quality service to students that ultimately leads to student satisfaction and more importantly, success. Various departments within TAMUG list the following accomplishments during 2005-2006, demonstrating positive results to that end.
Academic Support Services
·
Facilitated enrollment
increase (45% since 1997). Increased African American enrollment by nearly
300%. Met Fall 2005 enrollment goals.
·
Met target of $1,000,000
in grants and gifts during 2006 (gifts and grants over last 6 years).
·
Developed and
implemented GATES (Galveston Aggie Technology and Engineering Scholar) program
with sustained recruiting, curriculum development, and campus coordination.
Currently enrolling 57 economically disadvantaged students. Raised $197,500 in
private funds and $566,000 in federal funds to support the program.
·
Facilitated update of
the Campus Strategic Plan for 2004-2008, currently working on 2006-2010 update.
·
Hired Director of
Academic Enhancement.
·
Gained additional
$15,000 support (current total $80,000) for Texas Joint Admission Medical
Program (JAMP) and established campus program. Two successful applicants to
date (Doxey/Manning). Two others pending.
·
Administered NSSE
National Survey of Student Engagement.
·
Hosted fourth faculty
forum.
·
Coordinated first honors
contract course on campus with TAMU Honors Department.
·
Secured $40,000 (per
student) financial scholarships for national merit finalists by the TAMU Honors
Department
·
Implemented process for
California training cruise enrollment for 199 maritime cadets unable to ship on
the Texas training ship because it was deployed for hurricane relief.
·
Gained permission from
THECB to claim California cruise semester credit hours toward formula funding.
· Hosted spring probation conferences with students in academic difficulty (4 session with approximately 280 in attendance).
· Implemented enrollment processes for Katrina victims (17 students).
· Served as operations support during Hurricane Rita evacuation in College Station.
· Drafted hurricane response plan for enrollment services in conjunction with TAMU.
· Conducted six parents’ workshops.
· Supported implementation of new orientation format. Increased faculty involvement.
· Oversaw implementation of math diagnostic exam on-line.
· Implemented tuition deregulation scholarship program.
· Supported new peer mentoring program for fall 2006 by realigning tuition deregulation scholarships and securing $6,500 private gifts.
· Developed Science TAKS Camp for Ball High School students who failed science component of TAKS exam. Funded by TEA. Outreach program serving up to 100 students.
· Coordinated campus assessment processes.
· Developed freshman-advising sheets for each major.
· Supported new processes to move commencement to Moody Gardens and embedded awards in procession.
· Drafted basic document for general studies degree.
· Negotiated minor with College of Business.
· Provided faculty workshop with the Dean of Faculties Office on tenure processes.
· Completed both State and System Accountability process.
· Drafted articulation program for Texas Common Course Number system.
· Implemented freshman grade exclusion process.
· Negotiated with TAMU Registrar to process residency in Galveston.
· Developed draft honors program and ambassador scholarship program proposals for submission to Former Students Association for funding.
· Coordinated website committee to implement new website
Career Planning and Placement
- 65% of the graduating spring class of 2006 indicated they believed their education prepared them as well as their friends who attended other institutions
- 46% of the graduating spring class of 2006 indicated they had visited Career Planning and Placement either frequently or occasionally
- Increased employer participation at Spring Career Fair by 15 employers
- Implemented Fall Career Fair for the first time and two Part-time Job Fairs during the 2005-2006 academic year
- Director actively pursuing Licensed Professional Counselor credentials
Counseling Office
- Provided seamless transition of services to students displaced by hurricanes Rita and Katrina.
- Administered the ACHA survey, which included questions regarding campus services.
- Took measures to acquire Titanium Counseling Software to provide more efficient scheduling, record keeping and case notes.
- Facilitated a plan to incorporate a Peer Mentoring Program on campus that will include counseling outreach services.
- Provided QPR Suicide Prevention training at the beginning of the fall semester to Resident Advisors to extend services as part of an outreach effort.
Residence Life
- Streamlined check-in paperwork process for residents, reducing
amount of paperwork for residents to fill out.
- Created more RA-to-resident system for check out, allowing for
greater flexibility for both residents and RAs when scheduling and
conducting check outs from the residence halls.
- Reduced amount of paperwork by placing more documents in PC desktop format, thus reducing clutter and volume of documents in open office area.
- Relocated residence halls administrative office to new Student Life Center centrally located to all residence halls.
Student Life
- Presented Strengths Quest Leadership Development Workshop
developed by The Gallup Organization.
·
Conducted five-session
workshop where approximately 20 students took an online assessment to discover
their top 5 strengths.
o
Students
learned to recognize their own personal strengths, and how they have used them
in the past and can use them in the future.
o
Students learned to recognize
the 34 strength areas in others and learned how to use their own strengths to
work most effectively with others.
o
Students were given
tools to improve academic achievement and career development, using their
strengths.
· Completed
construction of the Student Life Center, adding study/group activity space, a
recreation room and a media room for students.
These spaces had virtually been eliminated from other campus buildings
as the campus grew over the past 15 years and additional administrative space was
needed.
· Staff and student representatives attended
the Association for the Promotion of Campus Activities Conference in November
to increase on-campus entertainment opportunities for students. The students created the Campus Activities Board
to organize and publicize the entertainers.
Three performances from that conference have since been scheduled.
Food Service
· Began Serve Safe Training Program for all dining service personnel.
· Increased training programs for chefs and storeroom personnel to improve the performance in their areas.
· Implemented new and flavorful menu ideas for the Captains Landing and the Galley dining area. Menu’s included the additions of: Gyro sandwiches with lamb or chicken, use of Old World style breads for the deli, smoked salmon served on the salad bar, improved wok presentation with more selections and vegetarian selections.
As an institution, Texas A & M University at
Galveston is committed to providing quality, service oriented programming for
our students. In doing so, we strive to
continuously improve existing services and strategically plan the development
of new programs to further enhance these services. This report demonstrates our successes in these endeavors in
addition to highlighting opportunities for continued development in our
unending pursuit of excellence in these and all service areas.