Service Excellence

At the University of North Georgia, a State Leadership Institution, leadership is not just a concept—it's a way of life. Our commitment to leadership permeates every aspect of our university, shaping how we learn, teach, and interact. While the expression of leadership may vary among individuals, our collective goal remains constant: to serve with unwavering excellence in all our endeavors.

What truly sets UNG apart from other higher education institutions is our dedication to Service Excellence. This cornerstone of our Distinctive Value proposition goes beyond mere customer service. It embodies our pledge to provide an unparalleled experience for our students, faculty, staff, and external stakeholders. Service Excellence at UNG means consistently exceeding expectations, fostering an environment of continuous improvement, and nurturing a culture where every interaction is an opportunity to demonstrate our commitment to leadership and service.

For questions or more information, contact Charlotte Wade.

1. Accessibility and Responsiveness

   • Prompt Response: Ensure timely responses to inquiries and requests.
   • Accessibility: Make information and resources easily accessible through various channels (e.g., website, phone, email) for users of varying abilities.
   • Strategic Communication: Communicate clearly and effectively the What, When, Why and How to UNG stakeholders.

2. Empathy and Understanding:

   • Active Listening: Listen attentively to UNG stakeholder concerns and needs.
   • Empathy: Treat all individuals with respect and dignity and show understanding and compassion for stakeholders’ situations.
   • Community: Look beyond your tasks and role to focus on the greater good for our whole community.

3. Efficiency and Effectiveness:

   • Streamlined Processes: Implement efficient processes that make it easy to do the right thing and difficult to do the wrong thing.
   • Accuracy: Ensure accuracy in information and services provided.
   • Continuous Improvement: Seek ways to improve service delivery and address challenges using technology and AI.

4. Personalization and Customization:

   • Individualized Attention: Tailor services to meet the specific needs of each stakeholder.
   • Personalized Support: Provide personalized guidance and support.
   • Flexibility: Be nimble and adaptable to evolve and innovate with varied circumstances.

5. Knowledge and Expertise:

   • Employee Training: Ensure that all employees have the necessary training and skillset to successfully perform their duties, to include policies and procedures, technology and tools, and regulatory updates.
   • Cross-training: Provide intradepartmental cross-training to ensure continuity and quality of service to all stakeholders.
   • Professional Development: Invest in ongoing professional development for employees to encourage advancement in their roles and careers.

6. Accountability and Transparency:

   • Clear Expectations: Establish clear expectations for excellence in service delivery that prioritizes and ensures a consistently high-quality experience for our students, their families, our employees, and alumni.
   • Accountability: Hold employees accountable for meeting performance expectations and service excellence standards.
   • Transparency: Be transparent about processes, policies, and procedures and bring all stakeholders into the conversation for input into decision-making.

1. We exist to enroll and educate students.

   • Every activity and resource must support the academic mission.

2. People-focused, data-driven, and strategically-aligned in all that we do.

3. Transparency thru collaboration and communication.

   • Bring everyone who has a stake to the conversation.

4. Focus on the whole, not just your part.

   • Collaborate with an eye on the greater good.

5. Make it easy to do the right thing and hard to do the wrong thing.

   • Eliminate the unnecessary.