The goal of I Make It Happen initiative is to increase Pace University’s student retention and, as a result, graduation rates by sustaining a culture which creates positive, quality student interactions and improves the student experience throughout the University. Pace launched the first phase of the initiative in 2016 to student-facing departments including Admissions, Office of Student Assistance, Financial Aid, Student Development and Campus Activities, Human Resources, and the Welcome Center. These departments are often a first point of contact for students and their families, help navigate students through stressful situations, and play a vital role in the local, national, and international reputation of the University.
The I Make It Happen initiative is based on five key values, which include being:
Delivering on these important customer service values not only elevates the standing of each individual department, but also provides our students the college experience they deserve.
Faculty and staff members who exhibit exemplary commitment to service, as well as the ideals espoused by the I Make It Happen initiative, can be recognized through monthly Your Excellence Shows (YES) Awards, the employee recognition program from the human resource department. If you are interested in submitting a YES Award, please use the online application.
Are you interested in learning more about the Service Standards Initiative?
Please see our Tool Kit (PDF), which describes the training modules, as well as various aspects of the initiative. You can also learn about ways to get involved with this important initiative.
One important component of the initiative is the use of “servicescapes” to evaluate the physical environments in which Pace University interacts with its customers. The goal of audit is to determine how the physical spaces influence the interaction with students, assessing strengths and weakness, while highlighting the areas where spaces can be improved. The servicescape audit can be implemented by any department or unit within the University. It is a fairly quick, three-step, do-it-yourself exercise and is available for download (PDF) at your convenience..
If you’d like to highlight the Service Standard Initiative in your space, feel free to print the poster (PDF).