This year, the Bursar’s Office worked with Student Financial Services to improve service delivery to all students and families through a series of training sessions that are focused on understanding mutual business processes and communications techniques. The departments engaged an outside consultant to work with departmental leadership on improving collaboration and coordination. In addition, a joint staff advisory committee was formed to help organize and facilitate future activities.
A pilot program is in place to handle overflow phone calls during high-volume times. Call center staff will be trained to respond to basic billing and financial aid questions so Temple staff can focus on more complex issues. As of 8/25/2014 the Call Center has managed over 2,500 calls with less than 10% needing to be escalated for special attention.
Plans are also in place to improve communication with parents and students and to develop and ongoing training for Bursar's Office employees.