Dear colleagues,
In February, I shared how the OF&S leadership team envisions a future where the customer experience is elevated across all areas of our work and where OF&S is recognized not only as a service organization but as a trusted partner delivering exceptional value through every interaction.
Our division has the unique privilege of serving a diverse range of customers across the university. Different teams—sometimes within the same unit—may engage with students, parents, faculty, staff, and/or the broader community each with distinct needs and expectations. By tailoring our approaches and listening closely, we’re transforming everyday interactions into opportunities to build trust and strengthen relationships.
Understanding and Responding to Diverse Needs
Delivering exceptional service means recognizing that a one-size-fits-all approach doesn’t work. As Salena Scardina highlights in her TED Talk, small, human-centered actions—grounded in empathy—can transform everyday interactions into memorable experiences.
For us, that means understanding how our services impact different customer groups:
- Students: Creating environments where they feel comfortable, cared for, and supported so they can thrive academically and personally.
- Faculty: Reducing administrative friction and streamlining processes so faculty can focus their energy on teaching and research, fostering innovation and academic excellence.
- Staff: Providing tools and resources that empower them to be effective in their roles while fostering a sense of belonging and engagement.
By taking the time to see the world through the eyes of our customers, we build trust and create a stronger, more connected community.
Tailoring Our Approach for Maximum Impact
When we personalize our services based on the unique needs of each group, we go beyond meeting expectations—we deliver value that strengthens relationships. Many teams within OF&S are delivering those tailored services.
- Students: CS&S has recently revised graduate student meal plans to provide them with more flexible meal plan options. They also extended the dining hours allowing students the opportunity to eat following late-evening research and labs.
- Faculty: Campus Safety has streamlined a process to ready spaces for incoming faculty. This provides a stronger launchpad for new faculty members, allowing them to immerse themselves in their work sooner.
- Staff: HR created Owl Launch, a curated staff first-day experience designed to streamline the initial onboarding process and increase engagement, loyalty, and retention.
These initiatives are excellent examples of how we’re aligning our work with the Proactive Engagement and Anticipatory Service objectives from the OF&S Strategic Plan, ensuring that we’re not only meeting but anticipating the evolving needs of our community.
Our ability to personalize the customer experience isn’t just about solving problems—it’s about building trust, strengthening relationships, and creating a culture where everyone feels valued. I encourage you to continue exploring creative ways to enhance engagement and responsiveness for your different customer groups. Together, we can ensure that every interaction with OF&S reflects the care, excellence, and innovation that define our work.
Thank you for your ongoing dedication to making our community stronger. I look forward to celebrating more stories of impact and progress in the months ahead.
And speaking of celebrating, I hope to see you all at President DesRoches’ Staff Appreciation Event on April 23 where we will announce staff award winners and acknowledge the hard work all of you do for Rice every day.
Warm regards,
Kelly Fox,
Executive Vice President, Operations, Finance & Support