AskRegistrar wins award for quality and productivity
University of Toronto Mississauga’s online AskRegistrar system proved to be not only a source of answers, but also of awards.
UTM Mississauga’s Office of the Registrar team has earned a Quality and Productivity Award for their innovative site, AskRegistrar: Optimizing Registrarial Student Services and Staff Workflow in a Remote Environment.
The awards are presented by CAUBO, Canadian Association of University Business Officers, and are billed as “the Oscars of best practices in higher education administration.”
For 2021, CAUBO handed out three national awards and one honourable mention, with the submissions judged on transferability, innovation, quality and productivity impact. This year, CAUBO was also looking for entries that helped institutions increase resilience and ensure greater efficiency, both before and during the pandemic.
UTM was recognized for the AskRegistrar system, which has streamlined services provided by the Office of the Registrar by recommending articles to answer questions and using the Service Now ticket system to better route inquiries to the appropriate person or team.
The program has shortened response time by up to five days, with most questions now answered in one to two business days. It also allows users to book appointments up to two weeks in advance, rather than relying on a first-come, first-served basis.
The award-winning team included Lorretta Neebar, Olha Fihol, Sandra Ngan, Cesar Mejia, Bridgette Arrindell, Michelle Kraus, Jenny Hu, Nia McCash, Vlad Soloviev, Lynne Hsueh and Lovedeep Grewal.