Student Center & Event Services 1 2017 – 2018 Year-End Report: Goals & Accomplishments Table of Contents Summary Overview Student Center & Event Services Wins Award in Innovation Alex Sheen Inspires the Anteater Community Process Improvement Scorecard Goal Progress Online Intake Form 40% CAPE Award 15% Conference Center Rebrand 100% CenterPedia Rebuild 100% Approval Queue 100% Thought Leadership 100% Summary Overview ..........................................................................1 Student Center & Event Services Wins Award in Innovation ........... 3 Alex Sheen Inspires the Anteater Community ................................. 4 Process Improvement Scorecard.....................................................5 Organizational Snapshot..................................................................7 Customer Experience .....................................................................12 Job Mastery ...................................................................................14 Facility Enhancements...................................................................17 Enterprise Contributor....................................................................18 Level Up Program – Student Professional Development ..............20 Innovation ......................................................................................20 Challenges......................................................................................20 Awards ...........................................................................................21 Attention-Grabbing Events.............................................................21 Value Add .......................................................................................23
Transcript
Student Center& Event Services
1
2017 – 2018 Year-End Report:
Goals & Accomplishments
Table of Contents
Summary OverviewStudent Center & Event Services Wins Award in Innovation
Level Up Program – Student Professional Development
Innovation
Challenges
Awards
• On-the-Spot Awards
Attention-Grabbing Events
Value Add
Student Center& Event Services
3
Student Center & Event Services Wins Award in Innovation
Only one year after the International Association of Conference Centres (IACC) recognizes Student Center & Event Services globally
as a conference center of excellence, the Student Center
wins the first-ever IACC Americas Innovation award. The winner was announced at the IACC Americas Connect award ceremony in Philadelphia. Other finalists included Electro-Media Design, consultants in high-performance audiovisual
and acoustics, and Sodexo, a leading provider of dining and facilities-management services. The Student Center was the sole recipient of
this year’s award for its Real-Time Ops app designed to enhance staff communications and improve customer service. Created in-
house by our Marketing and IT teams, this app was designed to enhance
staff communications and improve customer service. “It is with great excitement and gratitude that Student Center & Event Services is recognized for innovation by IACC because the award represents the type of organization we want to be. For us, innovation is about making meaningful change for the campus community,” said Director Stacey L. Murren.The Student Center is the first in Orange County and tenth statewide to achieve the honorable distinction of being counted among an elite group of 385 venues in 22 countries aspiring to international excellence.
Marketing Manager Brian Petyo accepts the IACC Americas Innovation award in Philadelphia
Vice Chancellor Thomas Parham and Director Stacey L. Murren show off the IACC recognition for excellence
Student Center& Event Services
4
Alex Sheen Inspires the Anteater CommunityUCI Student Affairs welcomed Alex Sheen, founder of because I said I would, for two special speaking engagements on campus in January. because I said I would is a social movement and nonprofit dedicated to the betterment of humanity through promises made and kept.Sheen spoke at a free keynote event in the Crystal Cove Auditorium and was the featured speaker at the Anteater Leadership Summit, an event which aims to provide students with tools to be the most successful in leading their organizations. It was a truly collaborative effort bringing people together from across Student Affairs during Martin Luther King, Jr. week.
The presence of this social movement on the UCI campus included an interactive Promise Wall displayed on Ring Mall for two weeks, where Anteater community members were invited to write and share their promise. A Promise video booth and the Promise Wall were featured in the Viewpoint Gallery on the night of Sheen’s keynote speaking event.
Student Center& Event Services
5
2017 – 2018 Process Improvement ScorecardOnline Intake Form
S SpecificDesign and deploy a fully automated online event intake form that allows students, faculty, staff, and other guests the ability to submit event requests in a consistent, trackable manner.
Progress
40%• Layout and flow of
user interface has been established
• Designed and programmed first few pages of Eventive test site
• Established process on intake of Ring Mall space requests
M Measurable Soft launch Eventive during the summer of 2019 and fully deploy by fall 2019.
A Agreed UponThe requirements and expectations of students, faculty, staff, and external clients must also satisfy the specific needs of SCES Event Services, Operations, and Finance departments.
R Realistic
SCES will provide content expertise where no solution currently exists in the areas of conference and event services. Project will require creative innovation that exceeds typical expectations and new perspectives that have not been achieved in the industry so far.
T Time-Bound Winter 2020
CAPE Award
S Specific
Apply for the California Award for Performance Excellence no later than March 2020 by submitting an exhaustive 50-page application detailing sustainable results in the areas of Leadership, Strategy, Customers, Knowledge Management, Workforce, and Operations.
Progress
15%M MeasurableSubmit intent to apply to California Council for Excellence after Eventive is launched.
A Agreed UponData- and results-driven job mastery and innovation is required from all SCES work units including Operations, Event Services, HR, Marketing, OIT, Finance, Student Center Board of Advisors, Management, and Senior Leadership.
R RealisticThe CAPE Award is a journey often requiring several attempts and a culture of continuous quality improvement based on CCE feedback.
T Time-Bound Timeline contingent upon the launch of Eventive
Conference Center Rebrand
S SpecificFollowing the prestigious IACC certification, The UCI Conference Center website will be redesigned for a welcoming experience to new guests and returning customers alike. Progress
100%M Measurable Fully deploy by fall 2017.
A Agreed UponWebsite content must be informative for current clients and internal stuff, but also appeal to our DMO (Destination Marketing Organization) strategy for new and prospective visitors.
R Realistic SCES marketing team will fully deploy all assets by fall.
T Time-Bound Fall 2017
Student Center& Event Services
6
CenterPedia Rebuild
S SpecificCenterPedia, SCES’ hub for knowledge management, is being rebuilt to integrate and align strategic goals and key performance indicators from each unit to the organization as a whole. Progress
100%• Completed to
align with Baldrige Framework
M Measurable Fully deploy by September 2017.
A Agreed UponContent must align with Baldrige standards of knowledge management. Communications from management, supervisors, and employees are clear and easily accessible.
R RealisticSCES team members will come together to create a shared and complete vision of knowledge management and sharing.
T Time-Bound September 2017
Approval Queue
S SpecificIn collaboration with ASUCI, solve the problem of unconfirmed funds with an Online Approval Queue for Special Events. The Online Approval Queue will allow ASUCI to accept or reject events that have been submitted to SCES. Progress
100%• Fully deployed and
used by Student Government
M Measurable Soft launch queue by fall 2017 and fully deploy by winter 2018.
A Agreed UponThe Approval Queue must meet the organizational needs of ASUCI, Student Government, and SCES
R RealisticSCES team members recognized by the Larry L. Sautter for innovation in technology will design and deploy this program. The technology involved can be scaled up or down to meet deadlines.
T Time-Bound Spring 2018
Thought Leadership
S Specific
Lead industry conversations as thought leaders in our primary competency of Learning Outcomes and Professional Development but also in areas such as Leadership Mission, Vision, and Values, Intelligent Risk-Taking and Innovation, and Customer Service where possible.
Progress
100%• Submitted proposals
to NASPA and CASE District VII Conference
• Presented at NACAS West
• Stacey interviewed by Unique Venues as an expert on the subject matter, “Creating Efficiencies”
M MeasurableSubmit a minimum of two presentation proposals to industry organizations for speaking engagements.
A Agreed UponTopics must be relevant to areas of interest for NASPA, NIRSA, ACUI, WACUBO, ACCED-I, EMS, MPI, AVIXA, Unique Venues, and IACC attendees.
R RealisticProposals and presentation will be written, submitted, and presented by SCES workforce.
T Time-Bound June 2018
Student Center& Event Services
7
Organizational SnapshotFinance
Revenue & Expenses
Presented data from Finance unit is current through March 2018.
Event Services revenue in relation to overall program revenue.
2017 – 2018 Non-Residential Bookings by Client Type
RCO15,531
(26%)
39,207(65%)
5,255(9%)
59,993
UC
Off-Campus
Total
Student Center& Event Services
9
Marketing
Website Pageviews - Active Users
Comparing the number of active users this year to last year, the overall average pageviews stayed the same, on average.Website Pageviews Comparison - By ContentThe Courtyard Study Lounge online reservation system continues to contribute a large number of pageviews. See the chart below for the top ten pages viewed.
UCI Student Center
All Web Site Data ѪGO TO REPORT
Active Users
Jul 1, 2017 - Jun 30, 2018Compare to: Jul 1, 2016 - Jun 30, 2017
Active Users
1 Day Active Users 7 Day Active Users 14 Day Active Users 28 Day Active Users
October 2017 January 2018 April 2018
500500
1,0001,000
1 Day Active Users 7 Day Active Users 14 Day Active Users 28 Day Active Users
* Comparison data is not available due to the temporary addition of ACRC study rooms for online bookings, which necessitated the creation of a new webpage.
Student Center& Event Services
11
UCI Student Center
All Web Site Data GO TO REPORT
Page
Jul 1, 2017 - Jun 30, 2018
Jul 1, 2016 - Jun 30, 2017
% Change
Jul 1, 2017 - Jun 30, 2018
Jul 1, 2016 - Jun 30, 2017
% Change
Jul 1, 2017 - Jun 30, 2018
Jul 1, 2016 - Jun 30, 2017
% Change
Jul 1, 2017 - Jun 30, 2018
Jul 1, 2016 - Jun 30, 2017
% Change
Jul 1, 2017 - Jun 30, 2018
Jul 1, 2016 - Jun 30, 2017
% Change
Pages
Jul 1, 2017 - Jun 30, 2018Compare to: Jul 1, 2016 - Jun 30, 2017
Explorer
Pageviews UniquePageviews
Avg. Time onPage Entrances Bounce Rate % Exit Page Value
In total, SCES staff members attended over 13 professional development activities and participated in associations such as MPI, AVIXA, WACUBO, NASPA, NACUBO and Case District VII.
ACCED-iAssociation of Collegiate Conference and Event Directors International (ACCED-i) is an important education and networking experience for collegiate conference and event professionals. This year we sent two representatives to the annual conference in Wisconsin.
AVIXAAVIXA is the organizing body in the audiovisual industry. SCES sent five representatives to their signature trade show event, InfoComm.
BaldrigeThe Malcolm Baldrige Performance Excellence Program process improvement is a goal for our organization, with an intent to submit an application at the state level in the California Award for Performance Excellence. Last year we sent two representatives to the Fall Conference in Tempe, Arizona. Our Marketing Manager has also particpated in two examinter trainings to gain insight on the application and judging process.
CASE District VIIThe Council for Advancement and Support of Education provides networking, recognition, and continuing education for professionals in educational institutions worldwide.
NACASThe National Association of College Auxiliary Services advance campus environments to improve the quality of life for students. This professional association supports the non-academic segments of a university. We sent two representatives to NACAS West in Coeur d’Alene, Idaho.
• We presented our thought-leadership presentation about our Level Up Program for student development.
Student Center& Event Services
15
NASPAStudent Affairs Administrators in Higher Education is the leading association for the advancement, health, and sustainability of the student affairs profession. This year:
• four (4) members attended the Annual Convention in Philadelphia, Pennsylvania
• three (3) members attended the NASPA West Regional Conference in Honolulu, Hawaii
• five (5) members attended the Women’s Leadership Institute in Amelia Island, Florida
NACUBONational Association of College and University Business Officers (NACUBO) advance the mission of economic viability and business practices in higher education. This year we sent five members to its annual convention in Minneapolis, MN.
NFMTNational Facilities Management & Technology’s (NFMT) goal is to bring free education, networking, and product discovery to facilities professionals nationwide. NFMT’s annual conference in Baltimore, MD saw two of our staff members participate.
EMSEvent Management System (EMS) is the operating software used on our campus for room bookings. The EMS Live! annual conference hosts workshops in industry trends, optimization and strategies for users. This year four representatives from our department participated in Atlanta, GA.
IACCThe International Association of Conference Centres (IACC) promote the best meeting venues with exceptional experiences and high standards around the world. At the annual connect event for the Americas Region, we had one member represent Student Center & Event Services.
The Special EventThe Special Event is the event industry’s largest trade show and conference for event professionals. There are over 100 education sessions and networking opportunities. Sent three members to the annual event in New Orleans, LA.
Student Center& Event Services
16
WACUBO The Western Association of College and University Business Officers (WACUBO) is an association for higher education professionals to share their expertise and identify solutions for issues affecting the industry.. The annual convention is four days of proessional development and networking for Business Officers in the western region. Topics ranged from managing operations and fiscal pressures, workplace cultures, cyber security and business strategies. This year we sent three members to the Annual WACUBO Conference.
Team Development
Student Center & Event Services is focused on continually improving and refreshing our skills. This year our staff has participated in a variety of trainings such as: Cyber Security Training, Emergency Evacuation Protocols, Clery Act and CPR & First Aid Training.
SCES hosted the 2017 UC Systemwide Summer Conference Meeting and coordinated a presentation by Praesidum on Risk, Liability, and Minor Protection covering best practices that can be incorporated into their event planning process. Marketing Manager became Personality Code (formerly The Color Code) Certified Trainer.Human Resources Analyst became certified as a Gallup StrengthsFinder Coach.AV Manager became CTS Certified. We now have 3 CTS certified staff members.
Our Marketing Manager also hosted the first-ever in-house Personality Code workshop for interested students and staff. This workshop covered driving core motives and developed self-awareness that readies students for success now and in future personal and professional settings. SCES has now made the Personality Code assessment complusatory for the entire student workforce as we are ever-seeking ways to ensure students are as ready for the workplace as possible.
Event Planners network with Summer Conference staff from other UC campuses
Student Center& Event Services
17
Facility EnhancementsWe rekeyed all exterior doors, changing 82 interior locks and distributed over 400 keys.Completed Lot 5/ACRC construction including installing locks, replacing exterior lighting, unclogging mainline, and programming key card readers, doors and key fobs for tenants. For the remainder of the year, our Maintenance and Housekeeping team have been onsite to ensure the new building’s operations. Installed security cameras throughout our building covering over 70 locations. These cameras were installed for record keeping in-case video evidence is necessary. Installed new 120" monitor and glass framing in place of the Hiperwall. New flooring installed in the Pacific Ballrooms and CSL Staircase.Built 2 new office spaces for the CARE Office.Renovated the retail space for new tenant, The Greenway Cleaners II. Renovated Ma Family Study Atrium to include new string lights, fresh paint, new plants, and a new dedication plaque. We celebrated the re-opening with a small reception with the Ma Family.Repiped sewer and greaselines under Starbucks, Panda Express, Subway, Wahoo’s.Assisted in The Hill’s monument lighting and landscaping.Finished building of AntMedia Studio/Office Space.Built one new office in the third floor administrative office for Financial Analyst.
Sustainability
Replacement of more energy-efficient coils for air handlers (AH) and rezoned all Variable Air Volume boxes associated with AH1 and AH2.Enhanced Peltason Street landscape with native and drought-tolerant plants.
Installed automatic faucets and flushers in all old men’s and women’s restroomsZero Waste Stations have been approved to be placed in all conference rooms throughout Student Center by Welcome Week 2018. These triple station receptacles have larger lids that are 10" wide for recycling, compost and landfill.Approved for purchase of BigBelly outdoor trashcans. These trashcans are more sustainable using solar panel energy with a built in sensor that senses when to compact the trash, holding 8 times more waste compared to the
New flooring solution in the Pacific Ballrooms
Student Center& Event Services
18
average trashcan. This will save cost, cut time, and create a cleaner and safer public space. Each trashcan also has the ability to notify housekeepers on capacity levels.
Enterprise ContributorAs in previous years, SCES worked closely with Student Life & Leadership to manage booth reservations and equipment requests for hundreds of registered campus organizations during the annual Anteater Involvement Fair where organizations share information and recruit new members during UCI’s fall quarter Welcome Week.UCI’s Greek Life and Office of Campus Organizations & Volunteer Programs hosted an Anteater Leadership Summit, which aims to provide students with tools to be the most successful in leading their
organizations as well as best practices in marketing and funding strategies. SCES collaborated to engage keynote speaker Alex Sheen, host the venue, and helped to advertise registration for the event.ASUCI and SCES worked together to solve the problem of unconfirmed funds for groups reserving events with Student Center & Event Services. An Online Approval Queue for Special Events was developed, which allows key ASUCI members to review and accept or reject events that have been submitted to SCES.
Winter Wonderland Year-End Event Package
We launched another successful Winter Wonderland promotion this past year. Doheny Beach rooms were beautifully decorated by our Maintenance and Operations team to create a breathtaking setting for the year-end celebrations. Event Planners booked 22 events—a 61% increase from previous year. Marketing and AntMedia assisted in a web campaign and offered free photography services for early bird bookings.
Blue & Gold Event Package
This year, Student Center & Event Services offered its annual Blue & Gold package during graduation season. The Pacific Ballrooms and Doheny rooms were draped from ceiling to floor and elegantly illuminated with uplights in school colors for the season’s ceremonies and receptions. All bookings come with pre-event planning assistance and an integrated audiovisual package. This past season we received 10 bookings over the 4 days, up 30% from the previous year. In comparison the 2017 season received 7 bookings in 4 days. This standardized package allows the Center to provide high-level event service with minimal turnover time.
ANTEATERLEADERSHIPSUMMITSHARING THE VISION
JANUARY 20, 20189:30AM - 4:00PMUCI STUDENT CENTER
Student Center& Event Services
19
Eventive Online Intake Form
We are making steadfast improvements in reaching our goal for the Eventive online intake form. This interactive, custom-created website will provide content expertise where no solution currently exists in the areas of event services. This solution will allow an easier inquiry and booking process for event spaces at UCI. So far our team has created individual pieces to be used on the website such as Ring Mall maps, inventory listings and an overall aesthetics guideline.
AntMedia Videography & Photography
AntMedia is quickly becoming the premier videography and photography provider for departments and organizations on campus. The number of billable jobs for fiscal year 2017 – 18 is a record breaking 185 with an estimated $74,500 in revenue. In comparison, the billable number of jobs for fiscal year 2016 – 17 was 138 jobs and $47,000 in revenue. We expect to increase revenue and jobs this coming year. AntMedia is also upgrading equipment and increasing our product offerings to be more competitive and in line with campus needs. As a result, AntMedia is becoming
the data hub for archival media on campus. In December 2017, we held an Open House to invite the campus to view our facilities, including a renovated studio space, meet our staff and find out how AntMedia can help clients tell their story. AntMedia will continue to embark on this journey of creative story-telling as they keep pace with the digital media demands of modern time. Vice Chancellor Thomas Parham introduces
the studio to the UCI community at the ribbon-cutting for the AntMedia Open House
185jobs
138jobs
2017 – 2018 2016 – 2017
+34%
AntMedia continues to experience rapid growth, with 34% more jobs and 59% more revenue this fiscal year.
2017 – 2018 2016 – 2017
$74.5thousand
$47thousand
+59%
Revenue Jobs Serviced
A peek at a proposed interface design for the Eventive online intake form.
Student Center& Event Services
20
Level Up Program – Student Professional Development
The Level Up program takes Student Affairs Learning Outcomes to the next level. The program services the needs of supervisors and student staff to guide and demonstrate student learning outside of the classroom in the professional setting of a workplace environment.This year, we sought to improve our first, paper-based version of the program, which proved to be a cumbersome process for some of our supervisors who may oversee more than 100 student staff members. Version 2.0 of the Level Up program
takes advantage of the cloud-based, automated Google Sheets technology to update status as students progress through their development. This new version of the program allows supervisors and Human Resources to see relevant KPI results in the form of online test scores, progress of required work hours, and reports of finished training. Throughout the year we have received student feedback who appreciate being able to see their professional development roadmap.Version 3.0 is currently underway with the intention of improving the program further, by creating a robust database and custom-designed, innovative portal to track student professional development.
InnovationThis year some of our most innovative projects are the direct result of our Baldrige journey. We have created a variety of applications designed to make communication and reporting in our daily job functions faster and more streamlined. This year we introduced the VIP Log, Visitor Center Log, and our award-winning Real-Time Ops app. These apps are but a handful of intelligent innovations utilizing contemporary technology.Finance team improved their processes and workflows this year by using Excel to assist in keeping track of all catering invoice calculations. This sheet helps easily organize the invoices due to high volume and level of complication. They have also proactively been logging deposits made in the fiscal year. This improvement will make year-end fiscal close easier in the future in conducting deferrals.
ChallengesSummer conference housing placements have been more challenging this year due to additional construction and renovations of residence halls. Event Planners receive large, last-minute requests and changes too frequently. We have to adhere and be stern with given deadlines to clients.
Student Center& Event Services
21
Parking has not fully released all rates prior to the opening of summer conferences and communication has been a challenge.
AwardsStudent Center & Event Services is pleased to announce that we are the winner of the first-ever IACC America’s Innovation Award. Only one year after being recognized as a conference center of excellence within the IACC network, we were announced as the sole recipient of this award for our Real-Time Ops app.
On-the-Spot Awards
Student Center Staff members exemplify their dedication and passion by going above and beyond. We would like to recognize the 30 occasions where a staff member has gone above and beyond their duties this year to serve the UCI community.Equally important is recognizing our dedicated student staff. Our student staff has gone above and beyond their required duties 44 times this year to serve the Center and it’s guests. Additionally, Student Center Staff has recognized six outstanding UCI staff members for their contributions to our community this past year.
Attention-Grabbing Events2017
Sep
20th Annual International Mars Society Convention
2017
OctDACA Solidarity Action Rally
2017
DecWinter Wonderland 2017
2017
DecDr. Joseph White Reception
2017
DecUCI Writing Project Annual Conference
2018
Janbecause I said I would Alex Sheen Keynote
Student Center& Event Services
22
2018
JanAnteater Leadership Summit
2018
FebIslam Awareness Series
2018
FebUCOP Campus Protest and Climate
2018
FebBirthright: A War Story
2018
Feb
The Great Debates: California Proposition 209 - Dead End or Blueprint for the Future
2018
Mar22nd Annual Water Festival
2018
MarAnteater Family Weekend
2018
MarElection Hacking Conference
2018
MarOC Human Relations Walk in My Shoes
2018
Apr
Latino Excellence and Achievement Dinner (LEAD) Gala
2018
AprIlluminations featuring Colson Whitehead
2018
Apr
UCI Diversity, Inclusion & Racial Healing Ambassador Program
2018
MayInven Global Esports Conference
Student Center& Event Services
23
2018
MayASUCI Reclaim Mental Health Conference
2018
MayZot Talk Presents: Terry Crews
2018
MayASUCI Womxn Empowerment Event
2018
May
College Republicans & Progressive Student Alliance 2nd Amendment Debate
2018
MayMa Family Reception
2018
JunThomas A. Parham Farewell Celebration
2018
Jun
2018 UCI League of Legends Championship Celebration
2018
JunSPOP 50th Anniversary Reunion
Value AddSCES team adds immeasurable value to the campus by extending resources of time, labor, and knowledge as unbillable or, at times, incalculable. Where possible, this intangible value is expressed in dollar amounts.Total value add in the primary areas of event services, creative services, operations, and maintenance account for $1.75 million that will not be billed. Some examples include, but are not limited to:
• Auxiliary Services Year-in-Review Production • AntMedia Videography and Photography • Event Services Registered Campus Organizations• Unbillable Lease Agreements• Free utilities• Enforcing EH&S Food Permit Guidelines• General Assignment Classrooms and Lecture Hall Coordination• Administering Ring Mall and Plaza Spaces for Student Organizations• Insurance Requirements Compliance
Student Center& Event Services
24
• Waived Late Booking Fees• Parking Order Submissions• Facilities Management Orders for Registered Campus Organizations and Campus Departments• Engagement team onsite for strikes/protests on campus as well as other spontaneous demonstrations• Process improvement in reports and communications for Operations• Voluntary event coordination
