Service Experience Council

Purpose

The SSC Service Experience Council will:

• Advocate for service levels.
• Review Service Level Agreement compliance.
• Review customer satisfaction surveys.
• Engage in strategic dialogue and participate in robust discussions that will help shape the SSC in the future and assist in responding to changing needs.
• Facilitate cooperation and communication between the SSC and units served.
• Support an environment of and offer recommendations for continuous process improvement.
• Support resolution of customer service gaps.
• Review proposed changes to the SLA and provide the SSC Directors written recommendations for each one.

Terms of Membership

In addition to the SSC Directors, the SSC Experience Council will be comprised of eight to twelve stakeholders across campus who will be appointed to terms determined by the Vice Provost for Finance.

The SSC Directors will be members and one SSC Director will Chair the Council. The Chair of the Council will rotate between the SSC Directors on an annual basis.

Each SSC Experience Council member will serve for a two-year term. The Chair of the Council must approve alternates who can stand in for regular members as needed. An individual may serve an unlimited number of consecutive two-year terms but must be nominated again after each one. Initially, half of the members will be selected for a three-year term to provide continuity through the annual turnover.

Meeting Frequency

The SSC Experience Council will meet at least three times per year. Additional Council meetings will be scheduled as needed. The Chair of the SSC Experience Council is responsible for setting meeting dates and sending meeting invitations.